Director of Client Implementation

Job Description

Job Description

Benefits:

• 401(k)
• Health insurance
• Paid time off

About TRAX
Company Description: 

TRAX Analytics, LLC. is a fast-paced, highly collaborative technology firm that provides software and technology to manage janitorial operations nationwide. Our mission is to be “fast, flexible, and powered by innovation. We transform data into actionable insights, empowering cleaning teams to work smarter, move faster, and redefine what’s possible in janitorial management.” 

TRAX Analytics is based out of Alpharetta, GA, but consists of a hybrid workforce. Our client base ranges from airports, airlines, stadiums/arenas, Class A buildings, healthcare, universities, and facility management companies. TRAX’s solutions have been featured in the Wall Street Journal, New York Times, and named USA Today’s Top Airport Amenity. In 2024, TRAX was named one of TAG’s most innovative companies in Georgia.

Overview
The Director of Client Implementation is responsible for leading TRAX's client implementation organization and ensuring successful deployment of TRAX's software, hardware, IoT devices, and technology solutions across customer environments.

This individual will directly manage a team of Project Managers and Implementation Specialists responsible for delivering complex customer implementations from contract execution through go-live.

The Director of Client Implementation must possess a strong understanding of both enterprise software deployments and physical technology implementations—including hardware installation, sensors, networking considerations, and field operations—to effectively lead customer deployments.

This is not an internal IT implementation role. This position oversees customer-facing implementations across airports, healthcare systems, stadiums, commercial real estate, manufacturing facilities, and other enterprise environments.

The Director serves as the operational leader responsible for coordinating Product, Engineering, Operations, Customer Success, third-party vendors, and customer stakeholders to ensure projects are delivered on time, within budget, and with an exceptional customer experience.

Key Responsibilities

Leadership & Team Management

• Lead, mentor, and develop a team of Project Managers and Implementation Specialists responsible for customer deployments.
• Establish clear performance expectations, KPIs, accountability, and career development plans.
• Build a scalable implementation organization capable of supporting rapid company growth.
• Conduct resource planning, project reviews, and workload balancing across multiple client engagements.
• Recruit, onboard, and develop implementation talent as customer demand grows.
• Foster a culture of ownership, customer service, operational excellence, and continuous improvement.

Customer Implementation Delivery

• Oversee all client implementation projects from kickoff through successful deployment and customer acceptance.
• Ensure enterprise software, hardware, IoT devices, sensors, networking components, and supporting technologies are deployed successfully across customer sites.
• Monitor project schedules, milestones, budgets, risks, dependencies, and resource allocation.
• Proactively identify implementation risks and remove obstacles before they impact customers.
• Ensure deployments meet contractual commitments, quality standards, and customer expectations.
• Maintain executive-level visibility across all active customer implementations.

Cross-Functional Coordination

• Coordinate implementation efforts across Product, Engineering, Hardware Operations, Customer Success, Procurement, and external vendors.
• Ensure software readiness aligns with hardware deployment schedules and customer timelines.
• Drive accountability across departments to deliver successful customer implementations.
• Improve communication between technical teams and customer-facing teams throughout the deployment lifecycle.

Customer & Stakeholder Management

• Act as the executive implementation leader for strategic customer deployments.
• Build trusted relationships with customer executives, operational leaders, IT teams, and facility stakeholders.
• Lead executive project status meetings and implementation reviews.
• Manage customer expectations regarding scope, timelines, deployment requirements, and project milestones.
• Ensure seamless transition from implementation into Customer Success and long-term support.

Process Improvement & Operational Excellence

• Develop and continuously improve TRAX's customer implementation methodology.
• Standardize project plans, deployment playbooks, implementation documentation, QA/QC procedures, and reporting.
• Implement dashboards and KPIs to measure implementation performance.
• Improve deployment efficiency, scalability, and consistency across all customer projects.
• Develop forecasting and capacity planning models for implementation resources.

Financial & Resource Management

• Manage implementation budgets and project profitability.
• Track labor utilization, inventory, travel expenses, deployment costs, and project performance.
• Optimize staffing and resource allocation across concurrent customer implementations.
• Support forecasting and operational planning initiatives.

Qualifications

Required

• 7+ years leading enterprise customer implementations involving software, SaaS, IoT, technology, or operational technology solutions.
• 3+ years managing Project Managers, Implementation Specialists, or customer deployment teams.
• Demonstrated experience delivering complex multi-site customer implementations.
• Strong understanding of both software implementations and hardware deployment projects.
• Experience coordinating field deployments involving hardware, networking, sensors, or IoT technologies.
• Proven ability to manage multiple concurrent enterprise customer projects.
• Excellent leadership, communication, organizational, and stakeholder management skills.
• Experience using project management platforms such as Teamwork, Monday.com, Asana, Jira, Smartsheet, Microsoft Project, or similar tools.

Preferred

• Experience deploying enterprise SaaS platforms integrated with hardware and IoT technologies.
• Experience in airports, aviation, healthcare, facilities management, commercial real estate, manufacturing, or smart building environments.
• PMP, PMI-ACP, or similar project management certification.
• Experience leading remote and distributed implementation teams.
• Experience working in a high-growth technology company.

Flexible work from home options available.