Director of Implementation

We’re looking for a visionary Director of Implementation to shape the future of customer onboarding, training, and early lifecycle success at haku. In this pivotal role, you’ll drive our mission to deliver exceptional experiences for our partners, establishing a scalable, efficient product implementation infrastructure that powers our fast-growing software company.

As a strategic leader, you’ll infuse every step of the implementation process with a customer-first mindset, ensuring every onboarding journey is seamless, empowering, and sets the stage for long-term success. This is your opportunity to build from the ground up—designing systems and processes that scale, while leaving a lasting impact on both our customers and the future of haku.

If you’re driven by innovation, passionate about customer success, and eager to lead in a high-growth environment, we’d love to hear from you. Join us in making incredible customer experiences the foundation of our growth story!

YOUR LIFE AT HAKU

Our state-of-the-art, stunning office overlooking Biscayne Bay in Miami are home to a diverse, thoughtful, and dynamic group of passionate professionals. We love solving challenges, fostering strong relationships with our customers, creating innovative technology, and winning together as a team - we think you'll love it too.

We offer compensation packages that consist of competitive salaries and benefits. As a Team Member, You'll Be Eligible To Benefit From:

• Flexible PTO + paid holidays

• Top-quality benefits package (Health, Dental, Vision, STD, LTD, and Life Insurance)

• 401k with employer matching (after 90 days)

• Parental Leave: paid parental leave for birthing and non-birthing parents (after 1 year)

• Professional Development Reimbursement (after 6 months)

• Monthly credit towards wellness activities (gym, meal plans, mental health costs)

• Free access to wellness subscriptions, mental health and financial planning platforms

• Discounted rates for pet insurance and voluntary life insurance and exclusive employee discounts through Perkspot

• Company-paid parking in the heart of Brickell

• State-of-the-art Apple computer and accessories

• Wellness activities, happy hours, and company-wide fun events

• Top-of-the-line office facilities, including an on-site gym and wellness center, fully stocked kitchen, and more

WHO YOU ARE

• 4+ years of experience in a customer-facing role within a SaaS or technology company, including a minimum of 3-5 years in an implementation or customer success leadership position.
• Proven experience managing a high-performing team of implementation or onboarding specialists.
• Extensive experience in the end-to-end implementation lifecycle (from pre-sales to go-live).
• Strong project management skills, including experience using tools such as Jira, Trello, Asana, or Monday.com
• Expertise in managing cross-functional teams, ensuring coordination and collaboration across product, technical, and ongoing teams.
• Advanced troubleshooting and problem-solving skills, with a focus on delivering creative solutions to meet customers unique needs.
• Excellent communication skills, both verbal and written, with the ability to manage relationships with senior stakeholders and clients.
• Highly organized and self-motivated, with the ability to manage multiple complex projects simultaneously.
• Customer-centric mindset, with a commitment to delivering high-quality solutions and ensuring customer satisfaction.

PREFERRED QUALIFICATIONS:

• Project Management certification (e.g., PMP, Prince2)
• Familiarity with CRM systems (Salesforce, HubSpot)
• Experience working with large-scale enterprise clients

WHAT YOU'LL DO

• Customer Onboarding and Implementation:

  • Oversee the end-to-end implementation process for new clients, ensuring that all milestones, timelines, and success criteria are met throughout the implementation journey.

  • Drive the project management of customer onboarding, including resource allocation, risk management, and issue resolution.

  • Build and maintain strong relationships with key customer stakeholders during the implementation process.

  • Conduct regular check-ins with key customers to monitor progress, gather feedback, and ensure satisfaction throughout the implementation process.

• Cross-Functional Collaboration:

  • Work closely with Sales, Product, Engineering, and Customer Experience teams to ensure smooth transitions and alignment across the customer journey.

  • Work with the Product and Engineering teams to provide feedback on product capabilities, customer requirements, and possible enhancements.

  • Ensure internal teams are prepared for the customer handoff, providing detailed documentation and clear expectations.

  • Provide regular updates and reports to senior leadership regarding implementation progress, risks, and opportunities for improvement.

• Process Improvement and Optimization:

  • Continuously assess and improve implementation methodologies, tools, and processes to drive efficiency, scalability, and customer satisfaction.

  • Define and track key performance metrics related to implementation, such as project timelines, resource utilization, customer satisfaction, and product adoption rates.

  • Develop and maintain project documentation, including implementation project plans, best practice guides, and onboarding materials for both internal and external stakeholders

  • Share lessons learned and feedback with product and development teams to improve the product and address customer pain points.

MORE ABOUT HAKU

haku is a state-of-the-art technology platform that powers world-renowned events. Our SaaS product equips event organizers of all sizes with an impactful business platform that enables them to plan, organize, promote, and execute their events. The bulk of our customers make up the enterprise tier of our market and include organizations like the Marine Corps Marathon, runDisney, The Philadelphia Eagles, the Bank of America Chicago Marathon, the Big Sur Marathon, NYRR, Lexus Corporate Run, and many more.

We’re proud to be a minority owned-business and equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. Our vision as an employer is to establish a work environment where everyone is welcomed, and anyone has the right to succeed

For more information about our company, please visit our website at