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Director of Implementation

hace 3 semanas

Barcelona, Barcelona, España Factorial A tiempo completo

This is a senior strategic leadership role responsible for defining and scaling Factorial's global implementation and onboarding model across all customer segments. As Director of Implementation, you will own the end-to-end post-sale activation experience, leading both the
Onboarding
and
Project Management/PMO
organizations to ensure customers achieve fast time-to-value, strong adoption, and long-term success.

You will oversee leaders across Onboarding and Project Management, including the Head of PMO and the Head of Onboarding, ensuring alignment, consistency, and operational excellence across all implementations, from SMB to Enterprise.

Your work will have a direct impact on
customer satisfaction, retention, expansion, and NDR
, and will be critical to supporting Factorial's continued rapid growth.

The role requires a rare combination of
strategic vision, operational rigor, SaaS implementation expertise, and people leadership
, along with deep cross-functional collaboration across Sales, Product, Engineering, Finance, and Customer Success.

Key Responsibilities

Strategic Leadership & Implementation Vision

  • Define and own Factorial's global
    implementation and onboarding strategy
    , ensuring scalability across customer segments and geographies.

  • Set the long-term vision for how customers are onboarded, implemented, and activated, balancing speed, quality, and customization.

  • Translate business objectives (growth, NDR, efficiency) into executional priorities for Onboarding and PMO teams.

  • Act as a senior leader within Customer Experience, contributing to org-wide strategy and planning.

Team Leadership & Org Design

  • Lead and develop the leadership layer across
    Onboarding and Project Management
    , including PMO and Onboarding Heads and Team Leads.

  • Own org design, capacity planning, and headcount strategy for implementation teams at scale.

  • Ensure strong performance management, career paths, coaching, and succession planning across teams.

  • Foster a high-performance, customer-obsessed, and collaborative culture aligned with Factorial's values.

Onboarding & Delivery Excellence

  • Own the
    end-to-end post-sale journey
    , from deal handover through go-live and early adoption.

  • Ensure consistent, high-quality onboarding experiences across SMB, Mid-Market, and Enterprise customers.

  • Oversee:

  • Pre-sales involvement and implementation scoping (where applicable).

  • Requirements gathering, solution design, and project planning.

  • Change management, training, and adoption strategies.

  • Ensure onboarding duration, retention, and activation targets are consistently met or exceeded.

  • Drive standardization where possible while enabling flexibility for complex and enterprise accounts.

PMO & Project Management Oversight

  • Oversee the PMO function and its evolution, ensuring best-in-class project management methodologies and governance.

  • Ensure clear ownership, risk management, escalation paths, and delivery accountability across all implementations.

  • Align PMO frameworks with onboarding execution to eliminate friction, handoff issues, and inefficiencies.

  • Support continuous improvement of playbooks, tooling, and delivery models.

Cross-Functional Collaboration

  • Partner closely with
    Sales, Account Management, Product, Engineering, Support, Finance, and CXOps
    to ensure seamless customer transitions and aligned expectations.

  • Act as the executive voice of Implementation in cross-functional initiatives, roadmap discussions, and strategic programs.

  • Align implementation capacity and capabilities with revenue forecasts and go-to-market strategies.

  • Collaborate with Product to feed onboarding and implementation insights into product improvements.

Performance Management & Continuous Improvement

  • Define and own KPIs across implementation, including:

  • Time-to-value and onboarding duration

  • Activation and adoption metrics

  • Customer satisfaction (CSAT/NPS)

  • Retention and early churn

  • Cost-to-serve and efficiency metrics

  • Build dashboards and reporting for leadership visibility and data-driven decision-making.

  • Lead continuous improvement initiatives across processes, tools, automation, and AI adoption.

  • Ensure implementation scales efficiently without sacrificing customer experience.

Requirements

  • Proven experience in a senior leadership role overseeing
    implementation, onboarding, or professional services
    teams in a B2B SaaS environment.

  • Strong background in
    SaaS onboarding, enterprise implementations, PMO, or consulting
    .

  • Demonstrated experience managing
    managers-of-managers
    and large teams (30+ HC).

  • Ability to operate both strategically and hands-on in a fast-paced, high-growth environment.

  • Strong understanding of customer success economics, retention, and time-to-value.

  • Experience working cross-functionally with Sales, Product, and Engineering.

  • Solid understanding of HR, payroll, workforce management, or similar domains is a strong plus.

  • Excellent stakeholder management, communication, and decision-making skills.

  • Fluency in English and Spanish, knowledge of other European languages is a plus.

  • Experience with project management and onboarding tools (Jira, Asana, Gantt-based tools, CRM integrations).

  • Formal certifications are a plus (PMP, Agile, Scrum, PRINCE2).

About Factorial

Factorial is an all-in-one HR Software company founded in 2016 and rapidly scaling globally. Our mission is to help SMEs automate HR workflows, centralize people data, and make better business decisions.

Our Values

  • We own it
    – We take responsibility for results and act proactively.

  • We learn and teach
    – We grow every day and elevate each other.

  • We partner
    – We trust, collaborate, and build together.

  • We grow fast
    – We move quickly, learn from mistakes, and iterate without fear.