Description
About Building Intelligence, Inc.
Building Intelligence is a leading provider of SaaS solutions for physical building security and visitor, vendor, and vehicle management. We partner with Fortune 500 companies, national property management firms, critical infrastructure, and entertainment studios to deliver secure, compliant, and scalable systems that safeguard people, assets, and operations.
Position Summary
The Director of Implementation is a senior individual contributor responsible for hands-on technical implementation, delivery execution, and the creation of scalable, repeatable implementation systems across the organization.
This role owns how implementations are executed by directly leading complex customer deployments, designing delivery models, and continuously improving the tools, processes, and playbooks that enable consistent outcomes at scale.
This position is ideal for a technically fluent implementation leader who thrives in dynamic, evolving environments, enjoys being close to real customer problems, and takes pride in building systems that work today while improving how the organization delivers tomorrow.
Key Responsibilities
Hands-On Implementation & Technical Leadership
- Serve as the lead implementation owner for complex, high-impact customer deployments, from kickoff through go-live.
- Personally design and execute implementation plans involving enterprise SaaS configuration, integrations, data migration, access control systems, and customer-specific workflows.
- Act as the escalation point for technically or operationally complex implementations, troubleshooting issues directly and driving resolution.
- Partner closely with customers’ technical, security, and operations teams to align platform capabilities with real-world constraints.
Scalable Delivery Systems & Process Design
- Design, document, and continuously improve repeatable implementation frameworks, playbooks, templates, and tooling that scale across customers and use cases.
- Standardize scoping models, timelines, and implementation patterns to improve predictability, quality, and time-to-value.
- Identify opportunities for automation, self-service, and productization within the implementation lifecycle.
- Establish and evolve KPIs, dashboards, and feedback loops to measure implementation effectiveness and drive continuous improvement.
Cross-Functional Partnership
- Collaborate with Sales during pre-sales and handoff to shape realistic scopes, implementation strategies, and delivery expectations.
- Partner with Product and Engineering to influence roadmap decisions based on real implementation friction, integration gaps, and customer constraints.
- Work closely with Customer Success to ensure smooth transitions post-go-live and alignment on long-term adoption and retention outcomes.
- Coordinate with Support and SRE on escalation paths, readiness criteria, and operational handoff.
Operating in a Dynamic Environment
- Adapt delivery approaches as products, customer needs, and organizational priorities evolve.
- Balance structure with pragmatism - knowing when to follow the playbook and when to intentionally diverge based on context.
- Contribute to a culture of learning, iteration, and shared ownership.
Requirements
Qualifications
- 10–15 years of experience in SaaS implementation, professional services, solutions engineering, or technical delivery roles.
- Demonstrated success personally leading enterprise-scale implementations in complex, multi-stakeholder environments.
- Strong technical fluency with enterprise SaaS platforms, integrations (SSO, identity, access control systems), and data workflows.
- Proven ability to design and operationalize repeatable delivery systems and processes.
Comfortable operating as a senior individual contributor with broad influence but no required people-management scope. - Experience in physical security, visitor management, access control, or adjacent domains strongly preferred.
- Excellent written and verbal communication skills, particularly in technical and executive-facing contexts
