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Director, Implementation Services

9 hours, 15 minutes ago
Anywhere
Full-time
Lead
Implementation Consultant
Project and Program Management
Generative AI
Apply Now
Faro

Faro

Faro offers a clinical trial design software that enhances the development of digital protocols through collaborative features, data-driven insights, and AI tools, aimed at improving efficiency and standardization in clinical research.

Internet Software & Services
11-50
Founded 2019
$15M raised
View All Jobs 5

Description

  • Lead end-to-end implementation of Faro’s platform across customer environments, translating customer requirements into scalable configurations, workflows, and study setups.
  • Oversee protocol authoring setup, intake processes, and environment configuration for each customer implementation.
  • Ensure successful deployment of APIs and service accounts in collaboration with Product and Engineering.
  • Define transition points from implementation to post-go-live adoption teams to maintain continuity of the customer experience.
  • Oversee environment setup, user access, and coordination with customer IT teams for secure and scalable deployments.
  • Serve as the primary liaison between Faro DevOps and customer IT teams for SSO configuration, identity provider integration, and access issue resolution.
  • Oversee generation, validation, and operational use of structured study design data and standardized outputs such as USDM.
  • Apply generative AI to ingest, summarize, and semantically link clinical documents into a customer knowledge library.
  • Design and maintain structured prompt libraries and parsing logic for document classification and knowledge graph integration.
  • Deliver tailored solutions such as scripts, workflow adaptations, and reporting configurations to support deployment and adoption.
  • Define and scale the implementation operating model, including playbooks, intake frameworks, and SLAs.
  • Manage and develop a Project Manager direct report responsible for implementation coordination and stakeholder communication.

Requirements

  • 8+ years of experience in Professional Services, Solutions Consulting, or Technical Implementation roles within SaaS.
  • Experience delivering platform configuration and API-based integrations in customer environments.
  • Strong understanding of SaaS and AI-driven platforms, including APIs, integrations, workflow configuration, and data-driven outputs.
  • Familiarity with generative AI concepts including prompt engineering, RAG pipelines, and document parsing sufficient to lead knowledge graph build-out and governance.
  • Proven ability to balance hands-on delivery with building scalable processes.
  • Experience working cross-functionally with Product and Engineering.
  • Strong stakeholder management and problem-solving skills.
  • Comfort operating in a fast-paced, high-growth environment.
  • Ability to travel up to 30%.
  • Experience in life sciences or clinical development, preferred.
  • Familiarity with structured data or protocol design workflows, preferred.
  • Experience building or scaling an Implementation function, preferred.
  • Hands-on experience with knowledge graph concepts, document structuring, or AI-assisted content organization such as RAG pipelines, prompt engineering, or semantic tagging, preferred.

Benefits

  • Salary range of $200,000 to $225,000 base.
  • Equity is a major component of total compensation.
  • Medical, dental, and vision coverage.
  • 401(k) retirement plan.
  • Basic life insurance, plus short-term and long-term disability coverage.
  • Flexible vacation policy, paid sick time, and paid public holidays.
  • Training and development reimbursement.
  • Hybrid work environment with remote-friendly working options.
  • Peer-to-peer bonus program and company/department outings and events.
  • Office amenities including gym access, restaurant tenant discount, and Padel Nine.

Interested in this position?

Apply directly on the company website

Apply Now

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