Job Specifications
About Neighborly Software
At Neighborly Software, our mission is to make a difference—because we believe community development is one of the most powerful ways to create social and economic good. Our brand promise, “Helping Communities Help People,” is at the heart of everything we do. We deliver cloud-based solutions that streamline the administration of government-funded programs, empowering public entities to focus on making a lasting impact.
The Opportunity
We’re seeking a strategic and experienced Senior Director of Implementations to lead the delivery of highly configurable SaaS solutions for government and public sector clients. This is a high-impact leadership role for someone who thrives at the intersection of process, technology, and people—and who is motivated by the opportunity to help communities thrive.
You’ll be a key driver of our mission, responsible for building scalable implementation frameworks, optimizing delivery outcomes, and ensuring a seamless client experience from kickoff to go-live and beyond.
Key Responsibilities
Strategic Leadership & Execution
Develop and lead implementation strategies tailored to client segment needs, especially large-scale government programs with complex requirements.
Build and maintain scalable implementation frameworks and playbooks to support repeatable success across diverse client types.
Partner with Sales to enhance scoping documents, processes, and alignment strategies to ensure accurate and efficient project launches.
Collaborate cross-functionally with Product, Client Success, Education, Support, Finance, Legal, Partnerships, and other internal teams to ensure timely, high-quality implementations.
Project Management & Delivery Excellence
Apply expert-level knowledge of project management standards (PMI, Agile, Waterfall) to drive consistent, successful delivery.
Build and oversee comprehensive User Acceptance Testing (UAT) programs and test plans that ensure client confidence and smooth transitions.
Own and optimize implementation KPIs including Time to Value, onboarding success rate, client satisfaction, and Net Promoter Score (NPS).
Client-Centric Implementation Design
Design and execute tiered implementation models (e.g., self-guided, hybrid, enterprise) tailored to client size, complexity, and regulatory environments.
Navigate the complexities of government contracting, compliance, and stakeholder engagement with confidence and clarity.
Lead change management initiatives and drive client adoption through enablement, training, and stakeholder engagement.
Operational Optimization & Tooling
Streamline workflows and processes to reduce friction, improve efficiency, and enhance the overall client experience.
Develop reusable implementation and project management playbooks and collateral to support professional project and status reporting.
Leverage tools such as HubSpot, Jira, Vitally, and Zendesk to manage delivery, communication, and client success outcomes.
Oversee post-go-live support and client health monitoring, partnering closely with Client Success to ensure long-term satisfaction and retention.
Team Leadership & Development
Lead, mentor, and grow a high-performing implementation and configuration team, fostering a culture of accountability, collaboration, and continuous improvement.
Actively coach team members to become future leaders within the organization.
What You Bring
10+ years of experience in software implementation, with a strong focus on highly configurable platforms for government or public sector clients.
Proven success in leading large-scale implementations and cross-functional teams.
Deep understanding of project management methodologies; PMP certification preferred.
Experience in PE-backed SaaS organizations is a strong plus.
Expertise in developing and executing UAT programs and test plans.
Strong collaboration skills across Sales, Product, Finance, Legal, Partnerships, and Client Operations.
Demonstrated ability to optimize workflows and improve Time to Value.
Experience navigating government implementation expectations and compliance requirements.
Exceptional leadership, coaching, and team development skills.
Strong process orientation, technical acumen, and people leadership are essential to success in this role.
Highly desired: Experience implementing software solutions for one or more of the following government-funded programs:
Housing & Community Development (HCD) including CDBG and HOME
Housing Choice Voucher (HCV) programs
Disaster Recovery & Mitigation (CDBG-DR / CDBG-MIT)
Home Energy Rebates & Solar for All
Economic Development initiatives
Why Neighborly?
Be a key leader in a mission-driven organization that’s Helping Communities Help People.
Work with passionate, talented people who care deeply about impact.
Influence the future of how public services are delivered through technology.
Neighborly Software is proud to be an equal opportunity workplace. We are committed to equal employment opport
About the Company
Neighborly Software is a cloud-based technology platform that is reimagining the administration of Housing, Economic, Community Development, Disaster Recovery/MIT, and Housing Choice Voucher programs. Since 2016 we have delivered software solutions for HUD and Treasury program management to 400+ public and private sector entities across the country, making us the proud market leaders for Housing, Economic & Community Development program management, present in over 30% of all HUD entitlements across the country. Neighborly So...
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