Director, Implementation

Job description

**THE OPPORTUNITY** Join a team that’s changing financial services Zocks is the #1 AI assistant for financial advisors. We help advisors automate their operational work and grow their business. 5,000+ firms use Zocks to turn client conversations into completed work. We're a venture-backed team, building something that changes how financial advisors serve their clients every day. Every role here is an opportunity to shape the product, the company, and the way an entire industry works. We hire sharp, curious, and kind people who want to do meaningful work and build something from the ground up, together. **WHO YOU ARE** The SHARC in the room At Zocks, we hire for SHARC - five qualities that define how our best people work and win together. **S - Sharp** You move fast without cutting corners. Quick decisions, thoughtful execution - you know when to act independently and when to loop in leadership. **H - Hungry** You're a self-starter who celebrates teammates as loudly as your own wins. Humble hustle is your default mode. **A - Adaptable** Startup life means things shift fast. You lean into change, pivot gracefully, and genuinely enjoy figuring out what's next. **R - Resilient** Building something new isn't always smooth. You bounce back stronger, see obstacles as puzzles, and never lose sight of the bigger picture. **C - Curious** You ask the questions others miss. You explore for fun, not just for work - and it shows in the quality of your thinking. As Director of Implementation, you'll build and lead the team responsible for onboarding, deploying and training Zocks's enterprise and mid-market customers, which include large RIAs, broker-dealers, banks, and other financial services firms. You will build and lead a high-caliber team that drives product configuration, adoption and customer value. You will be both a builder and an operator. You will recruit and develop the team, design the playbooks and systems that let it scale. You will also be comfortable in front of largest customers, stepping into complex deployments and setting the bar for what great delivery looks like. ### What You’ll Do #### Build and lead the Implementation Team - Hire, coach, and develop a team of Implementation Managers who onboard, configure, and deploy Zocks for mid-market and enterprise customers. - Coach the team through complex multi-stakeholder engagements and provide actionable feedback. - Develop clear roles, responsibilities and career paths for growth. #### #### Create scalable systems - Establish a repeatable implementation methodology - discovery, project planning, configuration, integration, testing, and go-live - and the systems and metrics to manage it. - Manage capacity, staffing, and forecasting so the team can scale with a fast-growing customer base. #### #### Drive customer impact - Own the implementation function's outcomes end to end: time-to-live, deployment quality, adoption at go-live, and customer satisfaction through onboarding. - Serve as a senior point of contact and escalation for the most complex and strategic deployments. #### #### Partner cross-functionally - Partner with Sales, Support, Product, and other Post-Sales teams to ensure smooth handoffs, a connected customer journey, and a strong feedback loop back into the product. - Help shape Zocks’s post-sales operating model in collaboration with other functional leaders. ### ### Requirements - 7+ years in implementation, professional services, solutions delivery, or a related post-sales function, including several years leading and building teams. - Experience in financial services with aptitude in customer systems including but not limited to CRMs, Financial Planning Software, Custodian Software. Enough technical fluency to engage credibly with customers and your team on technical questions. - A track record of hiring, developing, and scaling high-performing customer-facing teams, ideally through a period of rapid growth. - Experience owning enterprise and mid-market SaaS implementations end to end, with accountability for timelines, adoption, and outcomes. - An outcome-oriented, ownership-driven approach with a focus on customer value. - Builder's mindset: You’ve created processes, playbooks and metrics where none existed, not just operated inside them. - Comfort operating in a fast-paced, ambiguous, high-growth environment, balancing strategic initiatives with hands-on day-to-day execution. **Logistics** - Hybrid role - the entire team works from our Denver office so will need to come to the office 2-3 days per week - Background and reference checks required as part of onboarding **Interview process:** - 30-min recruiter screen - Up to three 30-45-min video or onsite interviews - Offer pending references. Total estimated time: ~3 hours **C****ompensation** - $180,000-$225,000 base salary - Equity - we're all building this together