Director, Professional Services

This is a fully remote position, open to applicants in United States.

📋 Description

• Collaborate with the Senior Director of North America Services and the leadership team to establish operational objectives, strategic initiatives, and organizational priorities that foster growth, profitability, and customer satisfaction.

• Oversee the daily operations of the Professional Services delivery teams supporting Expert and Sierra solutions in both cloud and on-premise settings.

• Develop and expand a high-performing services organization dedicated to quality delivery, operational efficiency, accountability, and customer contentment.

• Work across departments with Sales, Product Management, Product Development, Support, and Customer Success to ensure alignment with business goals and client requirements.

• Manage client relationships and executive communications for key accounts within the Professional Services portfolio.

• Propel the achievement of Professional Services revenue, utilization, margin, forecasting, and operational performance objectives.

• Create and implement repeatable methodologies, governance standards, and best practices to enhance delivery consistency and project results.

• Track and manage essential operational metrics and KPIs, including: Billable utilization, Project profitability, Resource forecasting, Customer satisfaction, Delivery performance, and Project health indicators.

• Identify opportunities for enhancing scalability, automation, and operational efficiency in service delivery processes.

• Establish project governance frameworks, escalation procedures, and risk management practices to proactively address delivery and customer challenges.

• Foster accountability and transparency through dashboards, reporting, and project management tools that provide insight into delivery performance and client engagements.

• Lead continuous improvement efforts aimed at enhancing delivery quality, operational rigor, and predictable outcomes for customers.

• Collaborate with Sales and Services leadership on go-to-market strategies, implementation planning, and models for customer engagement.

• Assist in resource planning, staffing strategies, and talent development initiatives to ensure organizational preparedness and growth.

• Mentor, coach, and develop managers, consultants, and project leadership teams within Professional Services.

⛳️ Requirements

• Demonstrated leadership experience managing Professional Services, Consulting, or Implementation teams in enterprise software or technology organizations.

• Proven track record in driving operational excellence, organizational change, and scalable delivery practices.

• Experience in leading enterprise software implementations in cloud and/or on-premise environments.

• Strong grasp of Professional Services operational metrics, forecasting, utilization management, and delivery governance.

• Experience in implementing project management methodologies, tools, and best practices that facilitate efficient and repeatable service delivery.

• Exceptional communication, collaboration, and stakeholder management abilities, including experience engaging with executive leadership and strategic clients.

• Strong customer-focused mindset with a commitment to delivering successful implementations and ensuring high levels of client satisfaction.

• Capability to lead cross-functional initiatives and influence results across various business areas.

• Background in the legal technology industry or professional services market is preferred.

• Familiarity with financial management, ERP, or business management software solutions is preferred.

🏝️ Benefits

• Innovative culture

• Collaboration opportunities

• Personal growth and development