Director, Implementation Services

About Faro

Faro aims to improve lives by helping life sciences companies design optimal clinical trials. Our AI-powered software platform optimizes and orchestrates complex clinical development by providing powerful insights into trial design and outcomes. Faro empowers researchers to design more intelligent trials, reduce development costs, and accelerate milestones with better patient experiences.

Faro is a mission-driven company seeking world-class people who share our passion for improving drug availability and patient outcomes through better clinical trial design. We pride ourselves on a vibrant, inclusive, and growth mindset-oriented culture. Faro offers competitive compensation and benefits, generous vacation and parental leave, flexible working hours, and remote-friendly ways of working. Remote employees work from home and travel periodically for in-person collaboration and team events.

The Opportunity

Faro is looking for a Director, Implementation Services to lead one of the core pillars within our Customer organization. In this role, you will be responsible for how Faro's platform is implemented, configured, and operationalized across customer environments.

You will lead the delivery of platform configuration and API-based integrations into customer systems and third-party tools, ensuring customers can successfully deploy and scale Faro within their workflows. This includes owning technical implementation, structured data outputs, and custom solutions required to support real-world use cases.

This is a hands-on leadership role combining solutions consulting, technical delivery, and service design, with accountability for both executing complex implementations and building repeatable implementation patterns that scale across customers. A key and growing part of this role is owning Faro's customer knowledge graph: using generative AI to ingest, summarize, and semantically link customer documents into a precision knowledge library - and designing the structured prompts and parsing logic that ensure every new document uploaded by a customer is correctly classified and integrated into that graph.

What You'll Do

Customer Implementation & Technical Delivery

• Lead end-to-end implementation of Faro's platform across customer environments, translating customer requirements into scalable configurations, workflows, and study setups.
• Oversee protocol authoring setup, intake processes, and environment configuration aligned to the Faro solutions in scope for each customer.
• 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 to ensure continuity of customer experience.

Integration & Environment Setup

• Oversee environment setup, user access, and coordination with customer IT teams to ensure secure, scalable deployments. Serve as the bridge between Faro DevOps and customer IT for SSO configuration and identity provider integration on each customer account, managing the end-to-end setup process and ensuring timely resolution of access and authentication issues.
• Act as the primary liaison between Faro DevOps and customer IT teams to scope, coordinate, and deliver all system integration work.

Technical Solutions & Data Delivery

• Oversee generation, validation, and operational use of structured study design data and standardized outputs (such as USDM) within customer workflows and downstream systems; apply generative AI to ingest and summarize clinical documents - protocols, SAPs, data management plans, regulatory submissions - extracting key concepts and generating hyperlinked references that connect related content across the customer's knowledge library.
• Design and maintain structured prompt libraries that govern how newly uploaded customer documents are parsed, classified, and integrated into the knowledge graph - ensuring consistent, auditable ingestion and enabling AI-assisted retrieval and synthesis across the full library of a customer's clinical content.
• Deliver and oversee tailored solutions including scripts, workflow adaptations, and reporting configurations required for successful deployment and adoption; examples include building reporting outputs for integration with customer platforms and configuring connections with third-party clinical vendors.
• Use a consultative approach to understand customers' core requirements, ask clarifying questions, and guide customers toward best practices aligned with product capabilities, including leveraging standard functionality where possible 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 across customers.
• Manage and develop a Project Manager direct report responsible for coordinating implementation timelines, tracking deliverables, and ensuring clear communication across internal teams and customer stakeholders throughout the implementation lifecycle.

Cross-functional Collaboration

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