Rowan Francois
Global Director of Implementation @EcoOnline
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WORK HISTORY
Global Director of Implementation @EcoOnline
Lead a global Professional Services organization of 30+ team members across North America and EMEA, accountable for onboarding, implementation, configuration, and early lifecycle success across five SaaS products- Own global implementation and onboarding strategy, aligning scalable delivery frameworks to company GTM objectives and customer lifecycle outcomes- Established standardized licensing and provisioning workflows, shifting from ad hoc ownership to a team-based model with shared inboxes and SLA governance, reducing errors and improving Sales → Implementation SLAs- Support 500+ concurrent SaaS implementations, overseeing capacity planning, budgeting, and resource allocation across regions.Unified metric tracking across products and implementation teams into a single reporting framework, simplifying ELT reporting and improving visibility into delivery velocity, adoption risk, and churn indicators- Built career frameworks across multiple functional pillars, establishing clear growth paths and improving retention and internal mobility.Partner cross-functionally with Sales, Product, Support, Enablement, and RevOps to standardize handoffs, KPIs, and lifecycle ownership.
EDUCATION
University of Waterloo
Bachelor of Arts, Honours, Major: Psychology, Minor: Human Resource Management, Speech Communication
ABOUT ROWAN FRANCOIS
What really sets me apart as a leader is that I don’t compromise who I am or what I believe in. I lead with empathy because I genuinely care about what motivates people — and I’ve seen firsthand how trust, especially during change or pressure, brings out the best in teams.I don’t believe great delivery comes from rigid processes or trying to control everything. I focus on creating environments where people feel safe to ask questions, try new approaches, and learn — while still being clear on expectations and outcomes. When teams feel trusted and supported, they move faster, make better decisions, and take real ownership of their work.I’m also naturally curious and a bit non-conformist. I enjoy challenging “this is how we’ve always done it” thinking and simplifying things that have become unnecessarily complex — whether that’s reshaping onboarding models, team structures, or cross-functional workflows. I bring creativity to problem-solving, always grounded in empathy and practical outcomes.Professionally, I bring 10+ years of experience leading SaaS implementation, onboarding, and customer success across global organizations. As Global Director of Implementation at EcoOnline, I lead international teams delivering multi-product implementations across North America, Europe, and APAC, with a focus on accelerating time-to-value, improving adoption, and building scalable delivery models that support growth.I’m passionate about mentoring emerging leaders, building resilient teams, and solving complex problems with curiosity and intention. I also bring my human side to work — whether that’s collaborating creatively, sharing ideas, or geeking out over anime, video games, and pop culture.If you’re interested in leadership, delivery at scale, building teams people are proud to be part of — or just want to talk manga — let’s connect.
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