Director, Customer Implementations

Description

Full Job Description

About 3E:

3E is a mission-driven company dedicated to creating a safer and more sustainable world. We offer award-winning regulatory intelligence and AI solutions to help organizations protect people and products. With over 35 years of experience and a global presence, we empower our customers with innovative compliance solutions.

You will get to work at a company that combines startup agility with the stability of an industry leader. Partner with enterprise customers and global experts to advance environmental safety and solve complex data science challenges.

Join us and make an impact!

About the Role:

We are looking for a leader to enhance our global implementation function. This influential role is ideal for a customer-focused individual who can bring structure, clarity, and strong delivery discipline to complex enterprise implementations.

You will lead a global team responsible for new customer implementations, post-sale value realization, and project work that supports renewals and expansions. Your efforts will improve delivery across 3E’s product portfolio by building scalable processes, increasing project visibility, managing risks, and accelerating customer value.

This role reports to the VP of Customer Experience and collaborates closely with leaders across 3E. If you are AI-forward, passionate about customer success, and understand the importance of implementation in building trust and lasting partnerships, we would love to connect with you!

Location: This position supports remote work in EST, and candidates should be based near one of our U.S. East Coast office locations: Bethesda, MD, Canton, OH, or Charlottesville, VA.

What You’ll Do:

• Create implementation experiences that build customer trust, confidence, and advocacy by improving how 3E listens, communicates, resolves issues, and accelerates time to value.

• Lead, coach, and develop a global Customer Implementations team responsible for complex enterprise deployments across 3E’s product portfolio.

• Strengthen implementation execution by setting clear expectations, operating rhythms, delivery standards, and accountability across the team.

• Define and continuously raise the standard for implementation excellence across delivery quality, milestone discipline, risk management, customer communication, go-live readiness, and value realization.

• Build scalable implementation practices, including project plans, governance models, RACI frameworks, resource planning, delivery controls, and consistent customer communication.

• Establish stronger risk management practices to identify project health concerns, customer escalations, resource constraints, and delivery risks before they impact outcomes.

• Improve visibility into project health, customer risk, capacity, and delivery performance through dashboards, tools, and consistent reporting.

• Lead through ambiguity, legacy processes, and complex customer needs by bringing structure, focus, and practical solutions without slowing momentum.

• Partner with Customer Experience, Sales, Account Management, Customer Success, Product, Support, Technology, and Business Line leaders to strengthen handoffs, resolve risks, and support customer outcomes.

• Strengthen team capability by coaching talent, addressing performance gaps, improving cross-product knowledge, and building a culture of accountability, continuous improvement, and high-quality delivery.

• Identify opportunities to use AI, automation, workflow tools, and digital workers to reduce manual work, improve reporting accuracy, and scale implementation operations.

• Capture insights from implementations and post-sale project work to support renewals, expansion opportunities, account planning, and long-term customer success.

What Makes You a Great Fit:

Required Qualifications:

• 10+ years of experience in B2B SaaS implementation, professional services, information services, customer onboarding, and delivery operations, with a strong focus on driving customer value and revenue impact.

• 6+ years of experience leading global, distributed, or multi-region teams in high-growth, scale-up, or PE-backed environments.

• Proven track record leading complex enterprise software implementations, including multi-product deployments and programs with significant data, integration, or regulatory complexity.

• Experience supporting enterprise products or implementation portfolios with meaningful commercial scale, ideally above $5M USD in revenue or ARR.

• Strong ability to connect implementation efforts to customer value, with commercial awareness driving ACV, renewals, expansion opportunities, and revenue protection.

• Passion for improving customer experience by leveraging feedback, risk signals, and implementation insights to accelerate time to value.

• Experience using AI, automation, dashboards, workflow tools, or digital workers to improve operational scale, reporting accuracy, and team efficiency.

• Ability to enhance implementation quality through scalable project health systems and ensure go-live readiness and post-sale value realization.

• Experience navigating ambiguity and transformation, adapting to legacy processes and complex customer needs effectively.

• Strong customer-facing presence with the ability to build trust, communicate clearly, and collaborate with enterprise customers and internal stakeholders,

• Based in the Eastern Time Zone, US, and eligible to work without sponsorship.

Preferred Qualifications

• Experience with regulated, data-heavy, or complex enterprise software environments such as Product Stewardship, Compliance technology, Sustainability, Healthcare, or Life Sciences industries

• Experience with ERP integrations, data migration, interoperability, or multi-product enterprise deployments.

• PMP certification or equivalent project/program management experience.

Our US Benefits Include:

• Health, dental, and vision insurance

• Life insurance and disability coverage

• Open PTO and parental leave

• 401(k) plan with company matching

• Employee assistance program

• Voluntary supplemental benefits (Accident, Hospital Indemnity, Critical Illness)

3E is currently authorized to hire in the following U.S. states:

Alabama, Arizona, California (excluding Los Angeles), Colorado (excluding Denver), Connecticut, Delaware, District of Columbia, Florida, Georgia, Illinois (excluding Chicago), Indiana, Kansas, Kentucky, Maryland, Massachusetts, Michigan, Minnesota, Nevada, New Jersey, New York (excluding New York City), North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, and Washington.

Disclosures:

3E is committed to a diverse and inclusive work environment. 3E is an equal opportunity employer and does not discriminate based on any legally protected categories. For applicants who would like to request accommodation, please contact us here

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