Dir, Solution Delivery

Overview

The Director, Solution Delivery is responsible for leading System Integrations partner engagements for the successful onboarding and deployment of our SaaS solutions for new and existing customers, leading small-scale adoption engagement for existing customers. Responsible for leading and supporting Consulting Engagements to realize value from products. This role ensures that adoption projects are delivered on time, within scope and budget, and with high customer satisfaction.

In addition to leading customer installations, this role is accountable for enabling partners and internal teams to deploy solutions consistently and independently through the creation of standardized installation documentation, enablement materials, and certification programs.

You lead a team of program managers and project managers and collaborate cross-functionally with Sales, Product Management, Product Consulting, Engineering, and Customer Success.

Responsibilities

Builds and scales a Product Installation & Adoption function that supports customers and partners across all products and consulting services, by defining and maintaining standardized installation, configuration, and product consulting management methodologies, ensuring consistency across direct and partner led deployments

Owns the development and evolution of partner ready installation assets, including installation guides, configuration standards, deployment playbook, and Product Installation certification programs to ensure partners and internal teams meet required delivery and quality standards; track adoption, partner readiness, and delivery quality metrics

Drives continuous improvement in installation practices, tools, documentation, and training based on field feedback, customer feedback, and delivery outcomes

Leads and develops a multidisciplinary team responsible for installation delivery, product consulting delivery, partner enablement, and training

Creates, manages and adheres to an annual departmental budget, balancing billable hours and target percentages, provides capacity demand signals to partners, including Product Consulting and Engineering

Drives department strategic objectives and business outcomes in alignment to the organizational strategy

Oversees the delivery of all customer adoptions, product consulting engagements, and installations, ensuring timelines, budgets, and quality standards are met

Ensures installations delivered by partners adhere to certified standards, documented methodologies, and quality benchmarks

Manages escalations and serve as the executive sponsor for adoption and implementation programs

Ensures smooth handoffs to Customer Success and Support teams post-implementation

Partners with Sales, Product Consulting, and partners to scope and plan adoptions and implementations, acts as a trusted advisor to customers during onboarding

Works closely with Product, Engineering, and Product Consulting to ensure installation documentation, guides, and certification materials reflect current architecture and deployment requirements and aligned with roadmap changes and provide a feedback loop from installations

Qualifications

Required Knowledge, Skills, and Abilities:

Advanced understanding of SaaS delivery models, APIs, integrations, cloud infrastructure, and software implementation lifecycles

Proven track record of delivering complex software implementations at scale

Ability to design and scale partner certification and enablement frameworks.

Advanced communication, stakeholder management, and problem-solving skills with both technical and executive audiences

Strong planning, risk management, and resource allocation skills

Skilled in building trust and managing expectations with enterprise clients with the ability to resolve complex implementation challenges and customer escalations

Ability to lead multiple concurrent adoption programs across customer segments

Demonstrated ability to collaborate effectively with Sales, Product Management, Engineering, and Customer Success

Advanced ability to drive operational efficiency and continuous improvement in a fast-paced, high-growth environment

Understanding of customer success principles and post-sales engagement

Experience:

8 years of experience in SaaS implementations, professional services, or customer onboarding

5 years in a leadership role managing implementation or project teams

5 years experience using project management methodologies (Agile, Waterfall, hybrid)

3 years experience using data to drive decisions, measure success, and improve processes

Proven experience developing installation documentation, delivery playbooks, and technical training programs.

Experience managing partner relationships to manage deliverables across partners

Preferred Experience:

5 years in healthcare technology, preferably with payer organizations (health plans, insurance companies, managed care organizations)

5 years with SaaS platform implementations, including data migration, system integration, and API configurations

Required Training, Certification and Education:

Bachelor’s degree in Business, Computer Science, Information Systems, or a related field or equivalent work experience

Preferred Training, Certification and Education:

Master’s degree (MBA or technical field)

Certifications (preferred but not required):

PMP (Project Management Professional)

CSM (Certified ScrumMaster)

ITIL or other service management frameworks

Working Conditions:

Remote/Home Office

Well-lighted, heated and/or air conditioned indoor office setting with adequate ventilation

Must be able to use equipment at workstation for up to 8 hours daily

Flexibility to travel approximately 25% of the time

Benefits Overview

At NASCO, we trust our workforce to be fully remote, working from their home. This benefit offers significant, personalized outcomes for each associate including work/life balance, savings on commuting, work clothing, and increased time to spend on personal activities.

Our full benefit package is designed to support the physical, mental, and financial health of our associates. We offer:

Physical and Mental Health Benefits

Choice of Blue Cross Blue Shield Medical, Dental, and Vision Plans

Telehealthcare – for Medical and Behavioral visits

Generous PTO with buy/sell options

9 Company holidays, a floating day off, and a day off for volunteering

Employee Assistance Program

Wellness program - earn insurance discounts or credit towards health-related items

Financial Health Benefits

401K Plan with employer matching contributions

Company-funded spending/reimbursement accounts to help with out-of-pocket medical expenses

Bonus and Recognition programs

Tuition Assistance

Consultation with financial planner

Basic Life & AD&D Insurance, Short and Long-Term Disability Insurance provided, and Supplemental Term Life Insurance is available

Group Discount programs - mobile, technology services, etc., to help you save money

Other Benefits

E-Learning – Comprehensive and current library of e-learning and performance support assets, available on demand and at no cost

All qualified applicants will receive consideration for employment without regard to, among other grounds, race, color, religion, national origin, sexual orientation, age, gender identity, protected veteran status or status as an individual with a disability. Must have legal authority to work in the US.

We will not accept applicants that use AI when answering the screening questions. Applicants who use AI to answer any questions or to complete their application will not be considered for employment.

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