Director, Customer Delivery & Enablement

At Trackforce , we are transforming physical security operations that are managed around the world. As the leading SaaS platform for physical security workforce management, we provide security companies and organizations with a streamlined solution to manage their guard forces, respond faster, operate more efficiently, and reduce costs — all while staying focused on safety and protection.

We support 4,600+ clients across more than 50 countries and are proud to be a growing team of 300+ professionals. With our headquarters in Dallas, Texas, and Centers of Excellence in Montreal, Quebec and Wroclaw, Poland, we collaborate across regions and time zones in a hybrid work environment that combines flexibility, connection, and meaningful impact.

At Trackforce , we operate in both hybrid and remote models, offering flexibility to balance in‑office collaboration with WFH. This approach allows our teams to stay connected while maintaining autonomy and work‑life balance. We are highly focused on delivering value to our customers, and our recent merger has strengthened our position as the market leader in security workforce management software.

The Opportunity

We are looking for a Director, Customer Delivery & Enablement to lead how customers implement, learn, adopt, and expand their use of our solutions.

This leader will own three interconnected functions:

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Customer Implementations — delivering predictable, high-quality implementations that accelerate time-to-value.

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Customer Enablement & Learning — scaling customer training, education, certification, and adoption.

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Professional Services — delivering high-value customer engagements while driving services growth, revenue, utilization, and profitability.

This is both a customer delivery and commercial leadership role . You will build an integrated delivery model across the customer lifecycle while partnering with Marketing, Sales, and Client Success to develop, position, and sell Professional Services offerings that solve customer challenges and expand the value customers receive from our platform.

We are looking for a builder, operator, and commercially minded customer leader who can scale teams and programs while delivering measurable customer and financial outcomes.

What You'll Own

Customer Delivery & Implementation

- Own the end-to-end implementation lifecycle from post-sale handoff through discovery, configuration, integration, testing, training, go-live, and transition to Client Success.

- Improve Time to Delivery and Time to Value through standardized methodologies, phase-and-gate governance, clear milestones, and disciplined execution.

- Lead portfolio, backlog, capacity, and project health reviews to identify risk, remove bottlenecks, forecast go-lives, and improve delivery predictability.

- Ensure customer readiness, training, enablement, and adoption are embedded throughout implementation.

- Serve as the senior escalation point for strategic and at-risk customer engagements.

Customer Enablement & Learning

- Own the customer education, training, certification, and ongoing enablement strategy.

- Build and evolve the Customer Training Academy and scalable learning journeys across onboarding, administrator readiness, end-user adoption, advanced product usage, and continuing education.

- Deliver a blended learning model across instructor-led, virtual, self-service, on-demand, webinar, certification, and digital experiences.

- Use customer engagement, product usage, health, and support data to identify adoption gaps and increase customer proficiency and self-sufficiency.

- Leverage AI, automation, and digital experiences to personalize learning, accelerate content creation, and scale customer education.

Professional Services & Growth

- Lead Professional Services with accountability for revenue, pipeline, services attach, utilization, productivity, capacity, and project profitability .

- Partner with Marketing, Sales, and Client Success to build