Director, Implementation Services

Responsibilities

• Lead end-to-end technical implementation of Faro across customer environments, translating requirements into secure configurations, integrations, and workflows.
• Own infrastructure setup with customer IT and DevOps, including environments, SSO/SAML, identity providers, user access, service accounts, APIs, and technical go-live prerequisites.
• Scope, coordinate, and troubleshoot API integrations and system connections across customer IT, DevOps, Product, and Engineering.
• Define, configure, validate, and troubleshoot JSON-based field mappings connecting customer and third-party data to Faro’s structured data model and downstream systems.
• Develop, test, and refine custom AI prompts for customer-specific data ingestion and protocol authoring workflows.
• Translate customer requirements into configuration changes, scripts, workflow adaptations, data transformations, and third-party connections.
• Build repeatable implementation playbooks, standards, and processes to improve consistency and time-to-value.
• Manage a Project Manager responsible for implementation timelines and deliverables.
• Partner with Customer Strategy, Solutions Onboarding, Product Experience, Product, DevOps, and Engineering.

Requirements

• 8+ years in Professional Services, Solutions Architecture, Technical Implementation, Integration Services, or a similar customer-facing technical SaaS role.
• Hands-on experience with enterprise SaaS infrastructure, including SSO/SAML, identity providers, APIs, authentication, service accounts, and customer system integrations.
• Experience configuring and troubleshooting structured data mappings using JSON or similar formats.
• Experience developing or iterating AI prompts or rules-based logic for data ingestion, content transformation, or workflow automation.
• Ability to work directly with customer IT and technical teams while translating technical concepts for non-technical stakeholders.
• Strong problem-solving skills across infrastructure, integrations, data, and application configuration.
• Based on the U.S. East Coast and able to travel up to 30%.

Nice-to-Haves

• Experience in life sciences, clinical development, or another regulated enterprise software environment.
• Familiarity with clinical data, structured data standards, or protocol design workflows.
• Experience building or scaling an Implementation, Professional Services, or Technical Services function.
• Deeper experience with generative AI workflows.

Compensation & Benefits

• Base salary range: $200,000–$225,000.
• Equity is a major component of total compensation.
• Medical, dental, and vision coverage.
• 401(k) retirement plan.
• Basic life insurance.
• Short- and long-term disability coverage.
• Flexible vacation policy, paid sick leave, and public holidays.
• Training and development reimbursement.
• Hybrid work environment.
• Peer-to-peer bonus program.
• Company and department outings and events.
• Stock option plan.
• Office amenities, including a gym, restaurant tenant discount, and Padel Nine.