Director of Customer Implementation & Adoption

DTN is a global leader providing insights and analytics to our customers to feed, fuel, and protect the world.  We help people make critical business decisions that impact the agriculture, oil and gas, trading, and weather industries.

It’s a difference you’ve likely felt without even knowing it. From the food on your plate to the gas in your car to the last flight you took, chances are a DTN customer made it possible. And that’s just for starters. That’s why we say, “When our customers prosper, we all win.”

Job Description:

We have an exciting new opportunity at DTN! Come and join us as we continue to grow, innovate and provide valuable solutions for our customers, and become our Director of Customer Implementation & Adoption!

The Director of Customer Implementation & Adoption plays a pivotal leadership role in bridging the gap between DTN’s customer technology deployment and the realization of business value, ultimately driving customer success and fostering long-term retention. This position requires an experienced leader with a strong blend of customer engagement expertise, technical leadership, strategic project management, and excellent communication skills. The Director is responsible for driving the strategic vision, developing frameworks, and ensuring the seamless execution of customer implementations and adoptions, positioning DTN as a trusted partner in long-term success.

As the senior leader in this function, the Director oversees the discovery, development, deployment, and continuous optimization of services that deliver high levels of customer engagement and successful implementation of DTN's SaaS solutions. This includes establishing a robust, scalable approach to implementation, change management, and adoption across the organization.

This leadership role is integral to shaping and executing DTN's customer success strategy, ensuring impactful implementations and customer adoption experiences that drive long-term satisfaction and loyalty.

Key Responsibilities:

Strategic Leadership:

• Define and lead the development of customer-centric implementation and adoption strategies aligned with DTN’s broader business goals and customer success vision.

• Develop and refine service definitions, frameworks, and methodologies to support the adoption of DTN’s SaaS solutions, ensuring consistency and scalability across customer engagements.

• Establish and oversee the creation of comprehensive documentation for all implementation services, including guidelines, best practices, and training materials.

Customer Engagement and Relationships:

• Lead high-level engagement with customers and strategic partners to understand their business objectives and technical needs, ensuring the alignment of DTN solutions with their operational goals.

• Oversee the scoping, development, and delivery of tailored implementation and adoption proposals, including project plans, statements of work, RACIs, and governance models.

• Establish robust operating and governance systems for large-scale technology changes, ensuring they align with customer expectations and DTN’s delivery capabilities.

• Set and drive the creation of metrics and KPIs to provide data-driven insights, enabling the measurement of success and impact on customer outcomes.

• Act as the senior leader ensuring project success, driving quality, timeliness, and outcomes of all customer engagements.

Change Management and Adoption Excellence:

• Lead the development and execution of comprehensive change management strategies to minimize disruption and maximize user acceptance of new technologies.

• Assist customers in managing the organizational transformation associated with the adoption of new technologies, ensuring smooth transitions and optimal adoption rates.

Training and Knowledge Management:

• Direct the creation of training materials and documentation to meet customer onboarding and ongoing adoption needs, ensuring customer teams are equipped to fully leverage DTN’s solutions.

Cross-Functional Collaboration:

• Partner closely with Sales, Product, and Support teams to deliver a cohesive and seamless customer experience, addressing cross-functional challenges and driving collaborative solutions.

• Act as a primary liaison between customers and internal teams, ensuring concerns are addressed, and issues are escalated and resolved proactively.

Solution Implementation Partnerships:

• Lead the development and execution of strategies to grow and optimize DTN’s partner ecosystem, enhancing implementation and support capabilities.

• Continuously assess market trends and customer needs, adapting DTN’s implementation services and partner programs to remain competitive and responsive to evolving demands.

Experience and Skill Sets:

• Experienced in leading service development, customer success, or a related function within the SaaS industry,

• Prior experience in leadership roles.

• Strong strategic and analytical thinking capabilities to drive decision-making and operational excellence.

• Excellent communication, negotiation, and interpersonal skills, with the ability to engage executive-level stakeholders and influence outcomes.

• Proven expertise in project management.

• Deep understanding of customer-focused methodologies and frameworks for solution adoption and implementation.

• Strong leadership and team-building skills, with a track record of managing cross-functional teams.

• Proficiency in service design, project management tools, and data analytics.

• Experience in managing and expanding service portfolios within a SaaS environment.

• Expertise in adoption frameworks, change management, and customer success methodologies.

• Project Management Certification (e.g., PMP, PRINCE2) or similar credentials.

Core Values:

Bold - you cultivate innovation by experimenting and adapting, learning from failures and pushing boundaries; you are open to change and grant others the space to do the same.

Passionate - you yearn to make customers successful; you bring an infectious energy and zeal to everything you do.

Selfless - you leave your ego at the door and believe if customers succeed, we all succeed; your influence is earned through outcomes, not your title.

Outcome-oriented - you are biased towards results, setting high standards for yourself and others; you focus on outcomes over process; you prefer to demonstrate vs talk about it.

Autonomous - you create clarity, optimism and opportunity in the face of ambiguity and setbacks; you don’t need everything spelled out for you; you act decisively and courageously, solving problems through others by seeking input, not consensus.

Multi-faceted - you pride yourself in being skilled in multiple disciplines and your propensity to grow and learn new ones; you connect the dots and move beyond the obvious to drive growth.

Candor - you are open and honest in your quest to create value for customers; you share difficult or unpopular messages in a motivating way, and let people know where they stand honestly and sensitively.

What you can expect from DTN:

• Competitive Salary

• Unlimited PTO

• Collaborative and dynamic work environment.

• Flexible working hours

• Remote work model

• Competitive Medical, Dental and Vision Insurance Plans

• 6% 401K matching

• Unlimited access to 13k+ courses via learning platform to support employee career advancement

• Employee Assistance Program (EAP)

This role offers a targeted hiring base pay range between $112,500 and $150,000. DTN is a pay for performance organization, which means there is the opportunity to advance your compensation with performance over time. The actual base pay offered for this position will be dependent upon many factors, including but not limited to: prior work experience, training/education, transferable skills, business needs, internal equity and applicable laws. The targeted hiring base pay range is subject to change and may be modified in the future. This role may also be eligible for market competitive variable pay and benefits.

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Why DTN?

OUR VISION: To be the independent, trusted source of insights to our customers who feed, protect, and fuel the world. 

OUR MISSION: Empower our customers with intelligent and actionable insights that exceed their expectations and enable their success on a daily basis. 

OUR VALUES: Customer-Focused, Forward-Thinking, People-Centric, Solution-Oriented

We have great benefits at DTN – apply today to find out more! 

At DTN, we are an equal opportunity employer. Come join us as we help feed, fuel, and protect the world!

** DTN is an Equal Opportunity Employer Minorities/Women/Veterans/Disabled