Responsive Associate Director Technical Implementations

Job description

<p>About Responsive:<br/><br/> Responsive (formerly RFPIO) is the global leader in strategic response management software, transforming how organizations share and exchange critical information.<br/><br/> The AI-powered Responsive Platform is purpose-built to manage responses at scale, empowering companies across the world to accelerate growth, mitigate risk and improve employee experiences.<br/><br/> Nearly 2,000 customers have standardized on Responsive to respond to RFPs, RFIs, DDQs, ESGs, security questionnaires, ad hoc information requests and more.<br/><br/> Learn more at responsive.io .<br/><br/> About The Role:<br/><br/>- Responsive is seeking an Associate Director to lead implementation and technical services for our international (Rest of World) customers.<br/><br/>- This role will be responsible for overseeing end-to-end service delivery and technical solutions, including implementations, data migrations, integrations, and enterprise consulting engagements.<br/><br/>- The Associate Director will build and manage a high-performing team while driving operational excellence, ensuring scalability, and delivering measurable business outcomes.<br/><br/>- In addition to leading ROW service delivery, this team also supports a variety of U.S-based projects to ensure consistency, quality, and ownership of technical execution across all engagements.<br/><br/>- The Associate Director will partner closely with Sales, Customer Success, Product, and Engineering to ensure all services and technical solutions are tightly aligned with customer objectives.<br/><br/>- The role is accountable for accelerating time-to-value, maximizing value realization, and strengthening long-term customer retention.<br/><br/>- Success will be measured by the ability to design and implement repeatable, scalable delivery frameworks while upholding the highest standards of technical execution, enterprise-level consulting, and customer experience.<br/><br/> Essential Responsibilities:<br/><br/> Services and Technical Delivery:<br/><br/>- Drive flawless execution of all engagements, ensuring delivery on time, within scope, budget, and at the highest quality standards.<br/><br/>- Architect and guide complex technical solutions-including integrations, data migrations, and custom configurations-designed for scalability, security, and long-term maintainability.<br/><br/>- Oversee disciplined engagement management through Rocketlane, with robust documentation, scope governance, risk management, and transparent reporting.<br/><br/>- Partner cross-functionally with Sales, Customer Success, Product, Engineering, DevOps, and other stakeholders to deliver cohesive, outcomes-driven client experiences that accelerate time-to-value and long-term adoption.<br/><br/> Client Leadership and Escalation Management:<br/><br/>- Serve as a strategic advisor to enterprise and strategic accounts, cultivating executive-level relationships and guiding customers throughout the full services lifecycle.<br/><br/>- Proactively manage client expectations through structured planning, technical alignment, and disciplined resource management, ensuring predictable and high-value outcomes.<br/><br/>- Act as the senior escalation authority for risks, issues, and client concerns, driving timely resolution while reinforcing customer confidence and trust.<br/><br/>- Lead end-to-end escalation management by developing and operationalizing a structured framework, coordinating across cross-functional teams, and embedding feedback loops to drive systemic improvements.<br/><br/>- Elevate customer engagement through regular executive touchpoints, strategic reviews, and value realization discussions that strengthen long-term partnerships.<br/><br/>- Champion the voice of the customer internally, influencing product roadmaps, service delivery models, and operational processes to improve outcomes and experience.<br/><br/> Process, Operations and Reporting Excellence:<br/><br/>- Design, implement, and refine delivery methodologies that enable world-class execution, accelerate client adoption, and deliver measurable business outcomes.<br/><br/>- Continuously optimize operations by leveraging data, AI, automation, and process innovation to improve efficiency, reduce costs, and scale services globally.<br/><br/>- Define, track, and optimize KPIs (e.g , utilization, time-to-value, customer satisfaction, revenue impact) to drive team performance and project outcomes.<br/><br/>- Partner with Operations and Technology teams to develop tooling, dashboards, and automated reporting that provide real-time visibility into delivery and engagement metrics.<br/><br/>- Standardize and enforce best practices, tools, and frameworks across regions in collaboration with global Professional Services leaders, ensuring consistency and scalability.<br/><br/>- Advance the maturity of technical solutions and delivery processes, creating predictable, repeatable, and successful enterprise outcomes.<br/><br/> Product and Technical Alignment<br/><br/>- Maintain deep expertise in product capabilities and roadmap, serving as a trusted advisor on solution architecture and technical readiness.<br/><br/>- Lead technical decision-making for complex integrations, data migrations, and customizations, ensuring solutions are secure, scalable, and aligned with enterprise standards.<br/><br/>- Collaborate with Product and Engineering to influence roadmap direction, enhance tools and documentation, and strengthen enablement resources for customers and internal teams.<br/><br/>- Advocate for client needs and technical requirements, ensuring alignment between delivery execution and product evolution.<br/><br/> Team Leadership and Development<br/><br/>- Recruit, mentor, and retain a high-performing technical and consulting team, overseeing onboarding, performance management, career progression, and transitions.<br/><br/>- Foster a collaborative, customer-centric culture grounded in transparency, accountability, and continuous learning.<br/><br/>- Provide hands-on coaching in technical solutioning, enterprise consulting, implementation best practices, project delivery, and customer engagement.<br/><br/>- Empower team members to evolve as trusted advisors by advancing both their technical expertise and consulting acumen.<br/><br/>- Make strategic recommendations for professional development, upskilling, and certification initiatives, effectively utilizing team budgets to maximize impact.<br/><br/> Strategic and Financial Leadership<br/><br/>- Define and execute the international Professional Services vision, ensuring alignment with company strategy and long-term growth objectives.<br/><br/>- Partner with executive leadership to manage budgets, forecasts, and P&L accountability, driving profitability and sustainable scaling across the services portfolio.<br/><br/>- Identify and capitalize on opportunities to optimize methodologies, operational models, and team structures-balancing efficiency, technical rigor, and customer impact.<br/><br/>- Leverage data-driven insights to guide strategic investments, resource allocation, and regional expansion initiatives.<br/><br/> Education:<br/><br/>- Bachelor's degree in a related field.<br/><br/> Experience:<br/><br/>- 7+ years of progressive leadership in professional services, technical delivery, and project management, ideally within the SaaS industry.<br/><br/>- Success in scaling global, client-facing teams.<br/><br/>- Hands-on experience with enterprise implementations, including integrations, data migrations, custom configurations, and solution architecture.<br/><br/>- Experience developing new service capabilities to support growth.<br/><br/>- Track record of using data to drive decisions and improve outcomes.<br/><br/>- Demonstrated ability to adapt quickly to evolving technologies, product offerings, and dynamic business needs in high-growth environments.<br/><br/>- Ability to adapt quickly to evolving technologies, offerings, and business needs.<br/><br/> Knowledge, Ability and Skills:<br/><br/>- Exceptional communication, executive presence, and relationship-building abilities.<br/><br/>- Demonstrated success in coaching, mentoring, and developing high-performing teams.<br/><br/>- Deep technical proficiency in solution architecture, migrations, integrations, and enterprise SaaS implementations.<br/><br/>- Strong financial management, strategic thinking, and analytical acumen.<br/><br/>- Passion for client success, with adaptability, problem-solving, and high emotional intelligence.<br/><br/>- Strong understanding of data management, reporting, and analytics to guide decision-making and optimize service delivery.<br/><br/>- Proven ability to inspire performance, foster accountability, and uphold service excellence.<br/><br/>- Outstanding customer-facing skills, with a track record of building trust and driving impact.<br/><br/>- Ability to bridge business and technical contexts, influencing product strategy and aligning services with evolving client needs.<br/></p> (ref:iimjobs.com)

Required Skill Profession

Operations Specialties Managers