Associate Director, Field Success & Deployment

ABOUT THE ROLE

As Associate Director, Field Success & Deployment at Lucid Dream, you will own the operational backbone that keeps our deployed experiences running flawlessly in the field, and build the function that makes that success repeatable as we scale. This is a hands-on, technically grounded leadership role: you are the person who makes sure the hardware is ready, the clients are trained and confident, issues get resolved quickly, and the entire company can see how our experiences perform in the field.

Your core mandate is twofold. First, own field operations end-to-end: manage our device fleet, deliver responsive support to the commercial teams using our experiences, and staff complex field engagements to make sure the technology performs. Second, own the post-deployment client experience: lead onboarding and training, build trusted relationships with client-side commercial leads and field coordinators, and turn field observations into recommendations that shape how we support, train, and improve deployed experiences.

You will absorb the operational and support work that currently falls on production and account teams, freeing them to focus on building world-class experiences - and along the way, you will codify the playbooks, standards, and metrics that let this function scale beyond a single operator.

Please note this is a hybrid position requiring three days of in-office work per week in Durham, NC, and two days work-from-home.

PRIMARY RESPONSIBILITIES

Fleet & Hardware Management

• Own the management of Lucid Dream's internal device fleet as well as client fleets end-to-end - inventory tracking, provisioning, configuration, maintenance, repairs, and equipment lifecycle management
• Ensure hardware and device readiness for all field engagements, including packing, shipping, deployment logistics, and return/reset workflows
• Keep firmware, software builds, and device configurations current and consistent across the fleet
• Maintain accurate records of equipment inventory: location, condition, and status at all times

Client Enablement & Support

• Own the enablement program for all deployed Lucid Dream experiences, ensuring commercial field teams can use them independently, effectively, and with confidence
• Design and deliver onboarding and training for life sciences field teams, from initial activation through ongoing reinforcement
• Own client-facing training materials, quick-reference guides, and support documentation, developed in partnership with internal creative and production teams
• Serve as the primary support contact for commercial field teams - troubleshooting issues, answering questions, and getting people unblocked
• Establish and enforce service-level standards for client support, with a target 24-business-hour response time depending on request type

Field Presence & Client Relationships

• Serve as Lucid Dream's presence at client field engagements - HCP meetings, peer-to-peer dinners, speaker programs, and commercial events - ensuring flawless technical execution and coaching reps in real time on effective use
• Serve as the primary post-deployment point of contact for client-side commercial leads, field coordinators, and brand teams - the person they call when they need help
• Help prepare for and travel to staff complex / logistically heavy conference engagements when necessary
• Lead post-event and post-deployment debriefs with client stakeholders, and partner with account leadership on quarterly business reviews to document outcomes and surface lessons learned
• Proactively identify signals that an account could benefit from expanded engagement and bring those opportunities to leadership with a clear rationale
• Travel extensively in the early phase of the role as deployments scale, with travel expected to moderate as playbooks and processes mature

Field Intelligence & Internal Partnership

• Serve as the bridge between field reality and internal teams - synthesizing client feedback, usage patterns, and on-the-ground observations into prioritized, documented recommendations for production, engineering, and account leadership
• Maintain data integrity across deployed experiences and manage all database requests associated with live client programs
• Own bug tracking, enhancement requests, and UX improvement backlogs - keeping them organized, prioritized by severity, and visible to the production team

Function Building & Operational Excellence

• Architect the Field Success & Deployment function from the ground up - defining the processes, tools, metrics, and documentation standards that make deployment, support, and fleet management consistent and dependable
• Codify a repeatable enablement playbook covering training, field support, client communication, and issue resolution - designed to scale beyond a single operator
• Define and report on the function's success metrics - adoption, utilization, support responsiveness, and fleet readiness
• Build the business case for team expansion and, when the time is right, help recruit and develop enablement specialists to extend your reach

WHAT YOU'LL NEED TO SUCCEED

• 7+ years in technical customer support, field enablement, device or fleet management, event technology, or a similar hands-on operational role, with demonstrated ownership of client-facing programs
• Experience with enterprise-level MDM software (Jamf, InTune, Mosyle, Apple Business Manager) a strong plus
• Strong technical fluency - you don't need to build immersive experiences, but you need to be able to set them up, troubleshoot them, and speak credibly about how they work to sophisticated clients
• Genuine comfort with hardware, devices, and the logistics of keeping a fleet of equipment organized, maintained, and field-ready
• Excellent client instincts: responsive, patient, clear, and reliable under pressure, with a knack for building trust and making people feel taken care of
• Ability to synthesize field observations into clear, prioritized recommendations that internal teams can act on
• A builder's mindset - you create structure, playbooks, and metrics where none exist, and you design processes that others can run
• Willingness to travel in the early phases of the role (25-35%), with the understanding that this will taper over time
• Familiarity with life science commercial environments (how pharma field teams operate, what HCP engagements look like, and the compliance and logistical realities of the space) is a strong plus

WHAT WE OFFER

• Robust company culture committed to our core mission and values
• Amazing group of talented colleagues, and a management team dedicated to transparent leadership and helping everyone grow and thrive
• Competitive salary
• Employer-sponsored health, vision, and dental
• 401(k) Retirement Plan with company match
• Responsible Paid Time-Off Policy
• Hybrid Work policy
• Parental Leave Policy
• Downtown Durham office with parking
• Monthly team-building events

No recruiters - principals only please!