Director, Professional Services Urgent Search

Job Description

We are seeking an experienced and dynamic Director of Professional Services to lead our growing Professional Services team

The ideal candidate will have a proven track record of successfully leading professional services functions in the SaaS industry, ensuring our clients receive exceptional service and are set up for long-term success

This role will be pivotal in driving customer adoption, increasing retention, and delivering measurable value through expert-led service engagements

You will manage the delivery of high-quality services to our clients, which includes implementation, training, consulting, and strategic guidance

As the Director, you will collaborate closely with product, engineering, sales, and customer success teams to align client needs with the company's strategic goals

In This Role, You Will:

Leadership & Team Management:

- Lead and develop a high-performing Professional Services team, fostering a culture of excellence, accountability, and continuous improvement
- Provide coaching, mentorship, and career development to professional services leaders and project managers
- Hire, onboard, and retain top talent to support our expanding client base and service offerings
- Define clear roles, responsibilities, and performance metrics for the Professional Services team

Client Delivery & Success:

- Oversee the successful delivery of project implementations, and post-implementation services for clients
- Drive the adoption of the company's SaaS solution and ensure projects are completed on time, within budget, and to the highest standards
- Establish and refine best practices for delivery methodologies, including project management, technical support, and training processes
- Manage the relationship with key clients, ensuring a high level of satisfaction and engagement
- Act as an escalation point for complex client issues and collaborate with other teams to resolve challenges quickly

Strategic Planning & Process Improvement:

- Collaborate with internal teams (sales, Account management, product, and customer success) to shape the company's service offerings and roadmap
- Identify opportunities for service automation, process efficiency, and innovation to improve service delivery and scalability
- Ensure the development and maintenance of scalable tools and resources to support successful project delivery
- Analyze service performance data to identify trends and implement proactive solutions to enhance client experiences

Financial Management:

- Develop and manage the Professional Services budget, ensuring that resources are allocated efficiently and effectively
- Monitor and improve the profitability of service delivery engagements while maintaining high client satisfaction
- Drive a client-first approach while balancing operational and financial goals

Customer Advocacy & Collaboration:

- Act as a trusted advisor to clients, leveraging deep product knowledge and industry insights to help them achieve their desired outcomes
- Build strong, lasting relationships with senior stakeholders at client organizations
- Collaborate with the sales and customer success teams to identify opportunities for account expansion and cross-selling services

Reporting & Metrics:

- Develop and manage key performance indicators (KPIs) for the Professional Services team, including customer satisfaction, project timelines, and service quality
- Regularly report on the status of project implementations, resource utilization, and team performance to the executive leadership team

Key Skills & Competencies

Leadership & Team Management:

- Strong people management skills, with a proven experience of managing diversified teams/verticals globally, and also to lead, and develop high-performance teams
- Excellent coaching and mentoring abilities to nurture talent and enhance team capabilities
- Ability to inspire and motivate teams toward a common goal, fostering a collaborative environment

Project & Program Management:

- Expertise in managing large-scale, complex implementations with a focus on SaaS solutions
- Ability to lead multiple simultaneous projects while ensuring high standards of execution with proven ROI
- Proficient in project management methodologies (Agile, Waterfall, etc) and tools (Wrike, Jira, Asana, Trello, etc)
- Skilled in managing scope, timelines, budgets, and customer expectations

Client Relationship Management:

- Exceptional interpersonal skills and the ability to build strong relationships with clients and stakeholders
- Strong negotiation and conflict resolution skills, with the ability to balance client demands and business needs
- Excellent written and verbal communication skills for clear and concise client presentations and internal communications

SaaS Expertise & Technical Acumen:

- Deep understanding of SaaS solutions, cloud technology, and enterprise software deployments
- Ability to translate technical features and capabilities into business outcomes for clients
- Strong understanding of technical implementation challenges and how to address them effectively

Financial & Resource Management:

- Experience with budgeting, forecasting, and managing professional services financials
- Ability to optimize resource allocation while meeting client needs and internal goals

Process Improvement & Innovation:

- Proven track record of improving and scaling service delivery processes through digital transformation initiatives
- Knowledge of continuous improvement methodologies (AI, ML, RPA) is a plus
- Strong analytical skills to assess performance, identify gaps, and drive innovation
- Develop and manage the Professional Services budget, ensuring that resources are allocated efficiently and effectively
- Monitor and improve the profitability of service delivery engagements while maintaining high client satisfaction
- Drive a client-first approach while balancing operational and financial goals

Heres What You Need:

- Bachelor's degree in Business, Information Technology, or a related field (or equivalent experience)
- 8+ years of experience in professional services, with at least 5 years in a leadership position
- Proven track record in leading SaaS implementations and customer success initiatives
- Experience working with cross-functional teams (sales, product, engineering) in a fast-paced SaaS environment
- PMP, ITIL, or other relevant certifications are a plus
- Strong understanding of SaaS business models and subscription-based services

Additional Skills (Nice to Have):

- Advanced degree (MBA or relevant technical master's degree)
- Experience in a specific vertical or industry (e.g., healthcare, finance, etc) is a plus
- Familiarity with emerging technologies such as AI, machine learning, or data analytics

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