Position Summary

The Director, Client Implementation Testing is a senior client delivery leadership role responsible for creating the framework, structure, tools, and discipline needed to support effective client-side testing during software implementations. This role does not own product quality assurance or replace internal product QA; instead, it ensures clients are prepared, organized, and supported in validating their configured solution, converted data, integrations, business processes, reports, workflows, and operational readiness before go-live.

This leader will establish repeatable client testing processes across implementation teams and departments, including test planning, client readiness, role-based scenario development, defect management routines, status reporting, and go-live decision support. The role will also serve as the vendor-side testing lead on strategic or complex client implementations, partnering with project managers, implementation consultants, product QA, technical teams, and client testing stakeholders to make client testing more predictable, transparent, and actionable.

Essential Job Duties:

Client Testing Framework and Enablement

• Develop and own a standardized client implementation testing framework that can be used across projects, departments, products, integrations, conversions, and client environments.
• Create and maintain repeatable client testing assets, including test planning templates, client readiness checklists, test cycle calendars, testing orientation materials, role-based scenario guides, defect triage expectations, daily status templates, and go-live readiness criteria.
• Define clear vendor-side guidance for how clients should plan, staff, execute, document, and complete testing activities across system testing support, user acceptance testing, conversion validation, integration validation, regression support, and operational readiness testing.
• Establish testing governance practices that clarify client responsibilities, vendor responsibilities, escalation paths, defect review routines, acceptance criteria, and decision-making expectations.

Strategic Client Testing Leadership

• Serve as the vendor-side testing lead for complex, strategic, or high-risk client implementations where client testing requires senior-level structure and oversight.
• Partner with project managers and client stakeholders to develop realistic client-side testing schedules, participation models, resource assumptions, scope boundaries, and readiness expectations.
• Facilitate client test planning workshops, testing orientation sessions, defect review meetings, readiness checkpoints, and go/no-go discussions.
• Help clients align test execution to their business processes, operational scenarios, regulatory requirements, billing/customer workflows, integrations, converted data, reporting needs, and production readiness criteria.

Process Standardization Across Delivery Teams

• Assess current client testing support practices across implementation departments and identify gaps, inconsistencies, duplication, and areas where client testing outcomes are at risk.
• Implement scalable, repeatable testing support procedures that are practical for implementation teams and easy for clients to understand and adopt.
• Partner with delivery leaders to embed client testing expectations into project plans, methodology milestones, client onboarding, readiness reviews, and implementation governance.
• Create reusable testing support assets, including client-facing test playbooks, sample test scenarios, conversion validation guides, integration testing checklists, defect management instructions, and test completion sign-off materials.

Cross-Functional Leadership

• Collaborate with implementation consultants, project managers, solution architects, data conversion teams, integration teams, training teams, support leaders, and product QA to coordinate client testing support without duplicating product QA ownership.
• Serve as the internal subject matter expert for client-side implementation testing facilitation, test cycle design, client readiness, defect governance, and testing communication.
• Coach delivery teams on how to prepare clients for testing, facilitate effective test cycles, document defects clearly, manage testing escalations, and communicate readiness risks.
• Influence senior internal and client stakeholders through clear reporting, risk framing, practical recommendations, and executive-ready communication.

Tools, Metrics, and Reporting

• Define standard client testing metrics for test case completion, blocked scenarios, defect aging, severity distribution, retest progress, client participation, open readiness risks, and go-live decision support.
• Partner with delivery operations and technology teams to support practical use of tools such as Jira, Azure DevOps, test management platforms, dashboards, and shared client testing repositories.
• Create client- and executive-facing testing status reporting that clearly communicates progress, open decisions, client actions, vendor actions, defects, risks, and readiness posture.
• Promote data-driven decision-making by connecting client testing results to implementation milestones, operational readiness, and go-live acceptance.

Required Job Qualifications:

• 10+ years of experience in software implementation, client delivery, testing coordination, user acceptance testing, professional services, or implementation operations.
• 5+ years of leadership experience supporting client testing, implementation governance, project delivery, testing workstream management, or cross-functional client readiness activities.
• Demonstrated experience building repeatable client testing processes, templates, playbooks, readiness checklists, defect routines, and status reporting across multiple implementation teams or client projects.
• Strong understanding of enterprise software implementation lifecycles, including configuration validation, integrations, data conversion, business process testing, user acceptance testing, deployment readiness, and post-go-live stabilization.
• Experience working directly with clients, executive stakeholders, project sponsors, business process owners, and implementation teams in complex delivery environments.
• Ability to lead through influence in a matrixed organization and drive adoption of client testing standards across teams that may not directly report to the role.
• Bachelor’s degree in business, technology, information systems, project management, or related field; equivalent experience may be considered.

Preferred Qualifications

• Experience in utility, municipal, SaaS, CIS, billing, customer experience, or enterprise application implementations.
• Experience with Jira, Azure DevOps, Zephyr, qTest, TestRail, or similar test and defect management tools.
• Knowledge of Agile, hybrid, waterfall, PMI-based delivery practices, and implementation governance models.
• Certification or formal training in software testing, quality management, project management, or process improvement, such as ISTQB, PMP, Six Sigma, Lean, or equivalent.
• Experience developing executive dashboards, delivery scorecards, quality health indicators, and operational readiness reporting.

Key Competencies

• Client testing leadership: Able to create structure, clarity, and confidence for clients as they validate their solution before go-live.
• Operational discipline: Translates testing strategy into practical, repeatable procedures that delivery teams and clients can execute consistently.
• Client-facing executive presence: Communicates testing progress, readiness risk, client decisions, and vendor actions clearly with client and internal leadership.
• Process improvement mindset: Uses testing lessons learned, defect trends, client feedback, and project outcomes to continuously improve the client testing framework.
• Cross-functional influence: Builds alignment across implementation, product QA, technical, support, training, and client teams without relying solely on direct authority.
• Risk management: Identifies client testing readiness risks early and provides actionable recommendations to reduce implementation disruption.

Success Measures

• Adoption of standardized client testing playbooks, templates, and readiness practices across implementation teams.
• Improved predictability, transparency, and structure of client-side testing cycles.
• Earlier identification of client readiness gaps, open decisions, resource constraints, and testing risks.
• Improved defect triage discipline, retest throughput, status reporting, and clarity of vendor/client ownership.
• Stronger client confidence in test execution, readiness discussions, go-live decision-making, and transition to production.
• Creation of reusable client testing assets that reduce project rework and improve delivery scalability.