Director, Professional Services

We are seeking a dynamic and strategic Director of Professional Services to lead our services organization within a fast-growing SaaS environment. This role will be responsible for ensuring exceptional client implementation experiences, optimizing service delivery, and driving operational excellence. The ideal candidate will have a strong background in leading professional services teams, implementing scalable processes, and enhancing customer satisfaction through world-class service offerings. 

What You'll Do:

Leadership & Strategy 

• Develop and execute a strategic vision for our Professional Services organization aligned with company goals. 
• Lead, mentor, and grow a high-performing team of consultants, project managers, and technical specialists. 
• Establish and track key performance indicators (KPIs) to measure and improve the effectiveness of service delivery. 
• Collaborate with senior leadership across PS, Sales, Customer Success & Product to build compelling offerings and drive customer adoption and success. 

Service Delivery & Project Management 

• Own the end-to-end delivery of customer implementations, ensuring high-quality execution and customer satisfaction. 
• Optimize onboarding and implementation methodologies to drive efficiency and improve time-to-value for customers. 
• Develop frameworks for scalable, repeatable delivery models that align with customer needs and company growth. 
• Act as an executive sponsor for key strategic accounts, ensuring successful outcomes and fostering long-term relationships. 

Operational Excellence & Process Improvement 

• Define and implement best practices for project governance, resource management, and operational efficiency. 
• Drive process improvements to enhance team productivity, reduce project risk, and optimize costs. 
• Work closely with Finance and Sales to forecast revenue, manage margins, and optimize profitability for professional services engagements. 
• Introduce automation, tools, and technology to improve scalability and delivery efficiency. 

Collaboration & Cross-Functional Partnerships 

• Partner with Sales to support the scoping and pricing of professional services in new deals. 
• Work with Product and Engineering to provide customer feedback and influence product roadmap decisions. 
• Collaborate with Customer Success and Support to ensure a seamless post-implementation transition for customers. 

What You'll Bring

• 10+ years of experience in professional services, SaaS implementation, or enterprise software consulting. 
• 5+ years of leadership experience managing teams of consultants, project managers, and service delivery professionals. 
• Proven track record of building and scaling professional services organizations in a SaaS environment. 
• Strong understanding of project management methodologies (Agile, Waterfall, etc.) and tools. 
• Experience managing P&L, forecasting revenue, …