Director of Professional Services

Director of Professional Services - SaaS

We 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