Director of Implementation

About Invoca:

Invoca is the industry leader in AI and machine learning-powered Conversation Intelligence technology, helping businesses optimize revenue through real-time insights from customer interactions. Recognized as a Leader in The Forrester Wave™: Real-Time Revenue Execution Platforms, Q2 2024, we are at the forefront of AI-driven innovation.

With over 300 employees, 2,000+ customers, and nearing $100M in revenue, we are building a world-class SaaS company backed by Accel, Upfront Ventures, Salesforce Ventures, Morgan Stanley, and H.I.G. Growth Partners.

About The Role:

Implementation is an essential differentiator for Invoca and a critical time in the customer journey. As the Director of Implementation, you will lead the US Implementation team, guiding new and existing US-based and UK-based customers through the onboarding process. Overseeing four distinct customer segments across two product lines,  you will manage, mentor, empower, and grow your team to meet and exceed key performance metrics in customer experience, time to value, product adoption, and team productivity.

The ideal candidate for this role is a strategic and operational leader with the ability to manage technical complexity, foster collaboration, and deliver exceptional business value to customers. You excel at aligning processes, people, and technology with broader business goals while adapting to the dynamic needs of a growing SaaS organization.

What You Will Do

• Hire, mentor, and develop high-performing teams, including technical specialists, to deliver exceptional implementation services efficiently and integrate platforms, marketing technology (MarTech) solutions, and websites.
• Build and execute robust quarterly and annual plans aligned with business objectives, ensuring progress and impact are clearly communicated to senior leadership.
• Establish scalable implementation frameworks and methodologies to deliver consistent, high-quality outcomes for customers.
• Use a data-driven approach to develop, track, and optimize key performance indicators (KPIs), such as time-to-value, customer satisfaction, and team productivity.
• Design and implement processes, tools, and strategies to maximize business value for customers, balancing efficiency with exceptional service.
• Foster strong cross-functional alignment by collaborating with sales, product, and customer success teams to ensure seamless transitions and long-term success.
• Lead initiatives to identify and mitigate risks, ensuring timely and high-quality project outcomes.
• Champion change management strategies and training initiatives to enable customer adoption and success in enterprise environments.
• Incorporate digital strategies to enhance the onboarding experience, creating scalable digital tools and processes to complement 1:1 engagements and improve user adoption.
• Promote a culture of continuous improvement, experimentation, and innovation to adapt to evolving customer needs, including supporting diverse engagement types like pilots and trials.
• Advocate for customers by ensuring compliance with industry-specific regulations and delivering insights that drive product innovation.

What You Will Need

• 5+ years of professional experience leading implementation, onboarding, or customer success teams, preferably within a fast-paced SaaS or technology-driven environment.
• Proven ability to manage technical specialists and oversee integrations of complex platforms, MarTech tools, and websites.
• Strong knowledge of project management methodologies and tools, with experience applying them in customer-centric engagements.
• Expertise in business analysis, with a demonstrated ability to design people, processes, and tools to meet and exceed business objectives.
• Familiarity with change management processes, particularly in enterprise-level engagements.
• A data-driven mindset, with the ability to develop, track, and optimize performance metrics to improve operational efficiency and customer outcomes.
• Exceptional leadership skills, with the ability to inspire, coach, and grow a diverse team while fostering a culture of collaboration and innovation.
• Flexibility to adapt to evolving customer needs and enthusiasm for experimenting with new engagement types such as pilots and trials.
• Highly effective communicator with strong people instincts, capable of building trust and influence across internal teams, customers, and stakeholders at all levels.

Bonus Skills

• Marketing technology expertise, with a strong understanding of MarTech ecosystems and their role in driving customer success.
• Experience working with Call Center or complementary technologies such as NICE/InContact, Genesys, Five9, Call Miner, TalkDesk, 8x8, Clarabridge or similar.
• Industry knowledge and compliance expertise in Healthcare, Financial Services, Home Services, Auto, or eCommerce.
• Experience hiring and managing a geographically distributed or hybrid team.
• Familiarity with tools and systems that support implementation processes, such as Salesforce, project management platforms, or customer success software.

Salary, Benefits & Perks:

At Invoca, all new hires in the U.S. receive benefits starting on day one of employment. Our benefits offerings include:

Please note that benefits for teammates outside the U.S. may vary in accordance with their country’s laws and regulations.

• Flexible Time Off – We encourage a healthy work-life balance. Our flexible paid time off policy allows you to recharge and take time away as needed.
• Paid Holidays – Invoca provides 16 U.S. paid holidays, including a winter break, giving you ample opportunity to refresh and spend time with friends and family.
• Health Benefits – Our healthcare program includes medical, dental, and vision coverage, with multiple plan options so you can choose what works best for you and your family. Fertility assistance is also included.
• Retirement – Invoca offers a 401(k) plan through Fidelity with a company match of up to 4%.
• Stock Options – All employees are invited to share in Invoca’s success through stock options.
• Mental Health Program– Well-being support on a broad range of issues is available through our SpringHealth program.
• Paid Family Leave – Up to 6 weeks of 100% paid leave is provided for baby bonding, adoption, and caring for family members.
• Paid Medical Leave – Up to 12 weeks of 100% paid leave is provided for childbirth and medical needs.
• InVacation – As a thank-you to our long-term team members, we offer a bonus after 7 years of service.
• Wellness Subsidy – We provide a subsidy that can be applied toward gym memberships, fitness classes, and more.
• Salary Range: $105,500 - $140,000 + bonus potential

For employees outside the U.S., benefits may vary to ensure compliance with local laws and regulations. If you have any questions about Invoca’s benefits offerings in your region, please reach out to our People Team.

DEI Statement

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal-opportunity workplace.

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