Director of Implementations

Job Title: Director of Implementations

Department: Professional Services

Reports To: SVP of Operations

Company Overview:

Here at Craftable, we create best-in-class technology for world-renowned bars and restaurants. We were founded back in 2015 in Silicon Valley by tech experts and hospitality industry veterans. Since then, we have brought the best to Texas for a warm southern twist! Our goal is to collaborate with restauranteurs, operators, and accountants to reduce labor costs, increase efficiency, and drive profit for our clients. Our platform is built to accommodate operators from independent restauranteurs to regional and national chains.

Overview of Role:

We are seeking a strategic, customer-focused Director of Implementations to lead our software implementation team. This role is responsible for overseeing end-to-end onboarding, deployment, integrations, and client enablement to ensure successful, on-time, and high-quality implementations. The ideal candidate brings a blend of operational leadership, project management, technical understanding, and customer empathy along with prior software implementation experience.

Key Responsibilities

• Own and lead the entire client implementation lifecycle from project kickoff through go-live and early adoption.
• Build, manage, and scale the Implementation team, including project managers, onboarding specialists, and technical consultants.
• Define and continuously improve implementation methodologies, playbooks, and KPIs to drive efficiency, consistency, and customer satisfaction.
• Collaborate cross-functionally with Product, Engineering, Sales, and Customer Success to align implementation plans with product capabilities and client expectations.
• Act as the escalation point for implementation-related issues, ensuring timely resolution and client communication.
• Forecast resource needs and optimize project staffing to balance workload and deliver high-quality service.
• Monitor and report on implementation progress, risk, and performance metrics to executive leadership.
• Drive customer satisfaction and retention by ensuring smooth, value-driven onboarding experiences.
• Participate in pre-sales efforts and solution design as needed to ensure seamless transitions from Sales to Delivery.

Requirements

• 4+ years of experience in software implementation, client onboarding, or professional services
• Proven experience leading SaaS or enterprise software implementations, preferably in a B2B or complex solution environment.
• Strong project management skills, with experience managing concurrent, cross-functional implementation projects.
• Exceptional communication, leadership, and stakeholder management skills.
• Adept at navigating technical conversations and partnering with engineering or product teams.
• Proficiency in project management and CRM tools (e.g., HubSpot, Salesforce, or similar).
• Experience building scalable processes and growing a high-performing team.
• Bachelor’s degree in Business, Information Systems, Computer Science, or related field

What We Offer:

• Competitive salary
• Competitive benefits package including medical, dental, and vision insurance
• Supplemental national holidays, parental, personal, bereavement, and reproductive loss leave plans etc.
• Unlimited PTO
• Retirement plans with 401(k) match
• Opportunities for career growth and professional development
• Vibrant company culture with frequent team-building events
• A collaborative and supportive work environment that values innovation and inclusivity