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 the technical implementation of our platform across customer environments. This role sits at the intersection of customer delivery, infrastructure, data integration, and AI configuration, and is responsible for ensuring each customer can securely connect, configure, and operationalize Faro within its existing technology ecosystem.

The role has three core areas of technical ownership: (1) customer infrastructure setup, including SSO, identity provider configuration, service accounts, and API integrations; (2) mapping customer and third-party data fields to Faro’s structured data model using JSON-based configurations; and (3) developing and refining custom AI prompts that support document ingestion and protocol authoring workflows.

This is a hands-on leadership role for someone who is equally comfortable working with customer IT teams, troubleshooting technical implementation issues, translating data requirements into configuration, and building repeatable delivery approaches. You will partner closely with Faro DevOps, Product, and Engineering while owning the customer-side implementation from technical discovery through go-live.

What You’ll Do

• Lead end-to-end technical implementation of Faro across customer environments, translating requirements into secure, scalable configurations, integrations, and workflows.
• Own infrastructure setup with customer IT and Faro DevOps, including environments, SSO/SAML and identity provider configuration, user access, service accounts, APIs, and other technical prerequisites for go-live.
• Scope, coordinate, and troubleshoot API integrations and system connections, working across customer IT, DevOps, Product, and Engineering to resolve issues and keep implementations moving.
• Define, configure, validate, and troubleshoot JSON-based field mappings that connect customer and third-party data to Faro’s structured data model and downstream systems.
• Develop, test, and refine custom AI prompts that support customer-specific data ingestion and protocol authoring workflows, including extracting, classifying, transforming, and structuring clinical content.
• Translate customer requirements into practical technical solutions, including configuration changes, scripts, workflow adaptations, data transformations, and third-party connections.
• Build repeatable implementation playbooks, standards, and processes that improve consistency and time-to-value as Faro scales.
• Manage a Project Manager responsible for implementation timelines and deliverables, and partner closely with Customer Strategy, Solutions Onboarding, Product Experience, Product, DevOps, and Engineering.

About You

• 8+ years in Professional Services, Solutions Architecture, Technical Implementation, Integration Services, or a similar customer-facing technical SaaS role.
• Strong hands-on experience with enterprise SaaS infrastructure, including SSO/SAML, identity providers, APIs, authentication, service accounts, and customer system integrations.
• Experience configuring and troubleshooting structured data mappings using JSON or similar formats, with a strong understanding of how data moves between systems.
• Experience developing or iterating AI prompts or rules-based logic for data ingestion, content transformation, or workflow automation.
• Able to work directly with customer IT and technical teams while translating technical concepts for non-technical stakeholders.
• Strong problem solver who can troubleshoot across infrastructure, integrations, data, and application configuration while also building scalable processes.
• Based on the U.S. East Coast, with preference for candidates in Massachusetts, Connecticut, New York, Pennsylvania, or North Carolina; able to travel up to 30%

Nice to Have

• Experience in life sciences, clinical development, or another regulated enterprise software environment.
• Familiarity with clinical data, structured data standards, or protocol design workflows.
• Experience building or scaling an Implementation, Professional Services, or Technical Services function and/or deeper experience with generative AI workflows.

Salary

• Salary range for this position is $200,000 to $225,000
• Salary listed reflects the base salary only and does not include other elements of total compensation
• Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training
• In addition to the position’s salary, equity will be a major component of the total compensation for this position.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k)
• Life Insurance (Basic)
• Short Term and Long Term Disability
• Paid Time Off (Flexible Vacation Policy; Paid Sick & Public Holidays Observed)
• Training & Development Reimbursement
• Hybrid Work Environment
• Peer-to-peer bonus program
• Company/department outings and events
• Stock Option Plan
• Office On-Premises Amenities; gym, restaurant tenant discount, Padel Nine