Director, Implementation Services at Faro

About Faro

Faro is dedicated to improving lives by empowering life sciences companies to design optimal clinical trials through its AI-powered software platform. We provide powerful insights into trial design and outcomes, enabling researchers to create more intelligent trials, reduce costs, and accelerate milestones while enhancing patient experiences. As a mission-driven company, we seek world-class talent who share our passion for improving drug availability and patient outcomes. We foster a vibrant, inclusive culture with a growth mindset, offering competitive compensation, generous benefits, and flexible, remote-friendly work arrangements.

The Opportunity

We are looking for a Director, Implementation Services to lead a core pillar of our Customer organization. This role is responsible for the successful implementation, configuration, and operationalization of Faro’s platform within customer environments. You will lead the delivery of platform configuration and API-based integrations, ensuring customers can effectively deploy and scale Faro. This includes owning technical implementation, structured data outputs, and custom solutions, with a significant focus on leveraging generative AI to build and manage Faro’s customer knowledge graph.

This is a hands-on leadership role that blends solutions consulting, technical delivery, and service design, requiring accountability for both complex implementations and the development of scalable, repeatable implementation patterns.

What You’ll Do

Customer Implementation & Technical Delivery

• Lead end-to-end implementation of Faro’s platform, translating customer requirements into scalable configurations, workflows, and study setups.
• Oversee protocol authoring setup, intake processes, and environment configuration aligned to the Faro solutions.
• Ensure successful deployment of APIs and service accounts in collaboration with Product and Engineering.
• Define clear transition points from implementation to post go-live adoption teams for seamless customer experience.

Integration & Environment Setup

• Oversee environment setup, user access, and coordinate with customer IT teams for secure, scalable deployments.
• Serve as the primary liaison between Faro DevOps and customer IT for SSO configuration and identity provider integration, managing the end-to-end setup process and resolving access issues.

Technical Solutions & Data Delivery

• Oversee the generation, validation, and use of structured study design data and standardized outputs (e.g., USDM) within customer workflows.
• Apply generative AI to ingest and summarize clinical documents (protocols, SAPs, data management plans, regulatory submissions), extracting key concepts and generating hyperlinked references to create a connected knowledge library.
• Design and maintain structured prompt libraries to govern how new customer documents are parsed, classified, and integrated into the knowledge graph, ensuring consistent, auditable ingestion and enabling AI-assisted retrieval.
• Deliver tailored solutions including scripts, workflow adaptations, and reporting configurations for successful deployment and adoption.
• Employ a consultative approach to understand customer requirements, guide them toward best practices, and leverage standard functionality through configuration and user enablement.

Service Design & Operational Excellence

• Define and scale the Implementation operating model, including delivery playbooks, intake frameworks, and SLAs.
• Establish scalable processes to ensure consistency and quality across implementations.
• Build repeatable implementation approaches to reduce time-to-value and improve consistency.
• Manage and develop a Project Manager direct report responsible for coordinating timelines, tracking deliverables, and ensuring clear communication.

Cross-functional Collaboration

• Partner closely with Customer Strategy, Solutions Onboarding Product Experience, Product, and Engineering for aligned delivery and continuous improvement.

About You

• 8+ years 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 outputs; familiarity with generative AI concepts (prompt engineering, RAG pipelines, document parsing) sufficient to lead knowledge graph build-out.
• 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.
• Comfortable operating in a fast-paced, high-growth environment.
• Ability to travel up to 30%.

Nice to Have:

• Experience in life sciences or clinical development.
• Familiarity with structured data or protocol design workflows.
• Experience building or scaling an Implementation function.
• Hands-on experience with knowledge graph concepts, document structuring, or AI-assisted content organization (e.g., RAG pipelines, prompt engineering, semantic tagging).

Salary & Compensation

• Salary range for this position is $200,000 to $225,000 (base salary).
• Equity will be a major component of total compensation.
• Individual pay is determined by work location and other factors like skills, experience, and education.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k)
• Life Insurance (Basic)
• Short Term and Long Term Disability
• Paid Time Off (Flexible Vacation Policy; Paid Sick & Public Holidays Observed)
• Training & Development Reimbursement
• Hybrid Work Environment
• Peer-to-peer bonus program
• Company/department outings and events
• Stock Option Plan
• Office On-Premises Amenities (gym, restaurant tenant discount, Padel Nine)