Director of Professional Services - SaaSWe are seeking an experienced Professional Services leader to oversee implementation and delivery for a defined portfolio of workflow automation solutions. This role will be heavily involved in customer implementations and will lead the teams responsible for moving clients successfully from planning through go-live. This is not a purely strategic or administrative leadership position. The Director will remain close to active engagements, participate in implementation and go-live calls, help resolve delivery challenges, and ensure customers receive a consistent and successful experience.
What You’ll Do:
Lead the daily operations of Professional Services and implementation delivery teams.
Oversee complex enterprise software implementations from planning through successful deployment.
Build and develop a high-performing services organization focused on quality, accountability, efficiency, and customer satisfaction.
Establish standardized delivery methodologies, governance practices, and project controls.
Improve the consistency, scalability, and predictability of customer implementations.
Monitor project risks, delivery challenges, and customer escalations while ensuring timely resolution.
Serve as an executive-level partner for strategic customers throughout implementation and consulting engagements.
Create dashboards and reporting that provide clear visibility into project performance, resource needs, and financial results.
Collaborate with Product, Engineering, Support, Customer Success, and Finance to align delivery with customer and business objectives.
Lead resource planning, staffing, and capacity management across the services portfolio.
Identify opportunities to improve processes through automation, improved tooling, and operating discipline.
Support organizational planning and strategic initiatives tied to growth, profitability, and customer retention.
What We’re Looking For:
Leadership experience within Professional Services, enterprise consulting, software implementation, or technology services.
Experience managing managers, consultants, project leaders, and implementation teams.
A successful track record overseeing complex enterprise software deployments.
Experience supporting cloud-based and/or on-premises software implementations.
Strong knowledge of Professional Services financial and operational metrics, including utilization, margins, revenue forecasting, project profitability, and capacity planning.
Experience developing repeatable implementation methodologies and delivery governance standards.
Experience partnering with senior executives and managing relationships with strategic customers.
Excellent leadership, communication, and stakeholder-management skills.
A customer-focused approach combined with strong commercial and operational judgment.
Preferred Experience:
Experience working for an enterprise SaaS or business software company.
Familiarity with ERP, financial management, workflow, or other business-critical software platforms.
Experience serving professional services organizations or other complex, highly regulated customers.
Background scaling a Professional Services organization during a period of growth or transformation.
Up to 15% travel required
