Director of Client Implementation

Company Description
TRAX Analytics, LLC. is a fast‑paced, highly collaborative technology firm that provides software and technology to manage janitorial operations nationwide. Our mission is to be “fast, flexible, and powered by innovation.” We transform data into actionable insights, empowering cleaning teams to work smarter, move faster, and redefine what’s possible in janitorial management.

Benefits

401(k)

Health insurance

Paid time off

TRAX Analytics is based out of Alpharetta, GA, but operates with a hybrid workforce. Our client base ranges from airports, airlines, stadiums/arenas, Class A buildings, healthcare, universities, and facility management companies. TRAX’s solutions have been featured in the Wall Street Journal, NewYorkTimes, and named USA Today’s Top Airport Amenity. In 2024, TRAX was named one of TAG’s most innovative companies in Georgia.

Overview
The Director of Client Implementation is responsible for leading TRAX’s client implementation organization and ensuring the successful deployment of TRAX software, hardware, IoT devices, and technology solutions across customer environments. The director directly manages a team of Project Managers and Implementation Specialists, overseeing complex customer implementations from contract execution through go‑live. The role requires a strong understanding of enterprise software deployments and physical technology implementations—including hardware installation, sensors, networking, and field operations—to lead deployments across airports, healthcare systems, stadiums, commercial real‑estate, manufacturing facilities, and other enterprise environments.

Key Responsibilities
Leadership & Team Management

Lead, mentor, and develop a team of Project Managers and Implementation Specialists.

Establish clear performance expectations, KPIs, accountability, and career development plans.

Build a scalable implementation organization for rapid company growth.

Conduct resource planning, project reviews, and workload balancing across multiple client engagements.

Recruit, onboard, and develop implementation talent as customer demand grows.

Foster a culture of ownership, customer service, operational excellence, and continuous improvement.

Customer Implementation Delivery

Oversee all client implementation projects from kickoff through successful deployment and customer acceptance.

Ensure enterprise software, hardware, IoT devices, sensors, networking components, and supporting technologies are deployed successfully across customer sites.

Monitor project schedules, milestones, budgets, risks, dependencies, and resource allocation.

Proactively identify implementation risks and remove obstacles before they impact customers.

Ensure deployments meet contractual commitments, quality standards, and customer expectations.

Maintain executive‑level visibility across all active customer implementations.

Cross‑Functional Coordination

Coordinate implementation efforts across Product, Engineering, Hardware Operations, Customer Success, Procurement, and external vendors.

Ensure software readiness aligns with hardware deployment schedules and customer timelines.

Drive accountability across departments to deliver successful customer implementations.

Improve communication between technical teams and customer‑facing teams throughout the deployment lifecycle.

Customer & Stakeholder Management

Act as the executive implementation leader for strategic customer deployments.

Build trusted relationships with customer executives, operational leaders, IT teams, and facility stakeholders.

Lead executive project status meetings and implementation reviews.

Manage customer expectations regarding scope, timelines, deployment requirements, and project milestones.

Ensure seamless transition from implementation into Customer Success and long‑term support.

Process Improvement & Operational Excellence

Develop and continuously improve TRAX’s customer implementation methodology.

Standardize project plans, deployment playbooks, implementation documentation, QA/QC procedures, and reporting.

Implement dashboards and KPIs to measure implementation performance.

Improve deployment efficiency, scalability, and consistency across all customer projects.

Develop forecasting and capacity planning models for implementation resources.

Financial & Resource Management

Manage implementation budgets and project profitability.

Track labor utilization, inventory, travel expenses, deployment costs, and project performance.

Optimize staffing and resource allocation across concurrent customer implementations.

Support forecasting and operational planning initiatives.

Qualifications
Required

7+ years leading enterprise customer implementations involving software, SaaS, IoT, technology, or operational technology solutions.

3+ years managing Project Managers, Implementation Specialists, or customer deployment teams.

Demonstrated experience delivering complex multi‑site customer implementations.

Strong understanding of both software implementations and hardware deployment projects.

Experience coordinating field deployments involving hardware, networking, sensors, or IoT technologies.

Proven ability to manage multiple concurrent enterprise customer projects.

Excellent leadership, communication, organizational, and stakeholder management skills.

Experience using project management platforms such as Teamwork, Monday.com, Asana, Jira, Smartsheet, Microsoft Project, or similar tools.

Preferred

Experience deploying enterprise SaaS platforms integrated with hardware and IoT technologies.

Experience in airports, aviation, healthcare, facilities management, commercial real‑estate, manufacturing, or smart building environments.

PMP, PMI‑ACP, or similar project management certification.

Experience leading remote and distributed implementation teams.

Experience working in a high‑growth technology company.

Flexible work from home options available.

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