Director/ AVP, Professional Services

responsibilities, and performance metrics for the Professional Services team. • Client Delivery & Success: o Oversee the successful delivery of project implementations, and post-implementation services for clients. o Drive the adoption of the company's SaaS solution and ensure projects are completed on time, within budget, and to the highest standards. o Establish and refine best practices for delivery methodologies, including project management, technical support, and training processes. o Manage the relationship with key clients, ensuring a high level of satisfaction and engagement. o Act as an escalation point for complex client issues and collaborate with other teams to resolve challenges quickly. • Strategic Planning & Process Improvement: o Collaborate with internal teams (sales, Account management, product, and customer success) to shape the company’s service offerings and roadmap. o Identify opportunities for service automation, process efficiency, and innovation to improve service delivery and scalability. o Ensure the development and maintenance of scalable tools and resources to support successful project delivery. o Analyze service performance data to identify trends and implement proactive solutions to enhance client experiences. • Financial Management: o Develop and manage the Professional Services budget, ensuring that resources are allocated efficiently and effectively. o Monitor and improve the profitability of service delivery engagements while maintaining high client satisfaction. o Drive a client-first approach while balancing operational and financial goals. • Customer Advocacy & Collaboration: o Act as a trusted advisor to clients, leveraging deep product knowledge and industry insights to help them achieve their desired outcomes. o Build strong, lasting relationships with senior stakeholders at client organizations. o Collaborate with the sales and customer success teams to identify opportunities for account expansion and cross-selling services. • Reporting & Metrics: o Develop and manage key performance indicators (KPIs) for the Professional Services team, including customer satisfaction, project timelines, and service quality. o Regularly report on the status of project implementations, resource utilization, and team performance to the executive leadership team. Key Skills & Competencies • Leadership & Team Management: o Strong people management skills, with a proven experience of managing diversified teams/verticals globally, and also to lead, and develop high-performance teams. o Excellent coaching and mentoring abilities to nurture talent and enhance team capabilities. o Ability to inspire and motivate teams toward a common goal, fostering a collaborative environment. • Project & Program Management: o Expertise in managing large-scale, complex implementations with a focus on SaaS solutions. o Ability to lead multiple simultaneous projects while ensuring high standards of execution with proven ROI. o Proficient in project management methodologies (Agile, Waterfall, etc.) and tools (Wrike, Jira, Asana, Trello, etc.). o Skilled in managing scope, timelines, budgets, and customer expectations. • Client Relationship Management: o Exceptional interpersonal skills and the ability to build strong relationships with clients and stakeholders. o Strong negotiation and conflict resolution skills, with the ability to balance client demands and business needs. o Excellent written and verbal communication skills for clear and concise client presentations and internal communications. • SaaS Expertise & Technical Acumen: o Deep understanding of SaaS solutions, cloud technology, and enterprise software deployments. o Ability to translate technical features and capabilities into business outcomes for clients. o ong understanding of technical implementation challenges and how to address them effectively. • Financial & Resource Management: o Experience with budgeting, forecasting, and managing professional services financials. o Ability to optimize resource allocation while meeting client needs and internal goals. • Process Improvement & Innovation: o Proven track record of improving and scaling service delivery processes through digital transformation initiatives. o Knowledge of continuous improvement methodologies (AI, ML, RPA.) is a plus. o Strong analytical skills to assess performance, identify gaps, and drive innovation. Here's What You Need: What You Need For This Position: • Bachelor’s degree in Business, Information Technology, or a related field (or equivalent experience). • 20+ years of Total Work Experience • 8+ years of experience in professional services, with at least 10 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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