Director Implementation

About Fishbowl

Fishbowl is an industry leading, top supplier of manufacturing and warehouse management software for small, medium, and enterprise sized businesses across 40+ verticals. While our mission is to deliver amazing software, service, training, and support to our customers to help them grow and scale their business operations, our passion is helping people. Whether you are new to owning and operating a business, or you have been at it for 20+ years, Fishbowl provides simplicity and flow for business owners and makes it easier for them to focus on what they love most, running their business. 

To support the mission of Fishbowl, we have recently partnered with Diversis Capital to invest in Fishbowl’s growth and market scale. We are well on our way to developing exciting new cloud-based products that will continue to surprise and delight our existing and future customers. We also have exciting plans to expand our efforts internationally and are focused on building a globally oriented team that will allow us to scale our operations and future market growth potential. 

The Opportunity

Fishbowl is seeking a Director Implementation to lead our implementation team in delivering best-in-class customer experiences. The ideal candidate will possess a strong background in implementation, data management, and team leadership. This role is critical to ensuring our customers’ success and satisfaction by driving operational excellence and fostering a customer-focused culture. 

As a Director Implementation, you will oversee the team responsible for guiding customers through the setup, training, and successful adoption of Fishbowl’s software. You will drive change at a rapid pace, ensuring high performance, operational efficiency, and alignment with Fishbowl’s mission and values. 

Key Responsibilities 

• Strategic Leadership: Develop and execute the strategic vision for the implementation team, ensuring alignment with Fishbowl’s business goals and customer success objectives. 

• Team Management: Recruit, train, and mentor a high-performing implementation team. Establish clear performance metrics and foster a culture of accountability and continuous improvement. 

• Customer Onboarding: Oversee the implementation process for all customers, ensuring a seamless transition from sales to post-implementation support. 

• Data Management: Leverage strong data management practices to analyze project performance, identify trends, and implement improvements to enhance the customer experience. 

• Process Optimization: Evaluate and refine implementation workflows, tools, and methodologies to maximize efficiency and effectiveness. 

• Customer Focus: Act as the voice of the customer within Fishbowl, ensuring that customer feedback informs product development and operational decisions. 

• Collaboration: Partner with Sales, Product Development, and Customer Support to ensure alignment across departments and deliver consistent, high-quality customer outcomes. 

• Change Management: Drive organizational change initiatives to improve the scalability and impact of the implementation function. 

Required Qualifications 

•  Bachelor’s degree in business, technology, or a related field; advanced degree preferred.  
•  7+ years of experience in implementation, customer success, or related roles, with at least 3 years in a leadership position. 
•  Strong background in data management, analytics, and reporting to inform strategic decision-making. 
•  Proven ability to manage and scale teams, including setting performance goals, providing mentorship, and driving accountability. 
•  Exceptional customer focus and a track record of delivering high levels of customer satisfaction and retention. 
•  Demonstrated success in driving operational improvements and leading change initiatives. 
• Excellent communication, organizational, and project management skills.  

Preferred Qualifications  

•  Experience with manufacturing, warehousing, or inventory management software. 
•  Familiarity with Salesforce and other CRM/ERP tools. 
•  Strong knowledge of integration processes and third-party systems like QuickBooks, SPS, or similar tools. 
•  Certification in Project Management (PMP) or Change Management. 
• Understanding of database structures and report writing. 

Benefits  

•  Flex PTO policy with no accrual needed, giving employees the flexibility, they need. 
•  Multiple healthcare options, including HSA plans with matching company contributions. 
•  Paid parental leave. 
•  401K matching. 
•  On-site gym, company-paid lunches, and fully stocked snack bins and refrigerators. 
•  Generous anniversary gifts for employees to celebrate milestones. 

E-Verify 
Fishbowl participates in the Electronic Employment Verification Program. Please visit https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf for more information. 

EEO 
Fishbowl provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.