Director, Professional Services

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

📋 Description

• Oversee Billtrust’s implementation operations across Project Management and Business Analysis teams

• Guide Engagement and Practice leaders to ensure exceptional service delivery throughout consulting engagements and customer implementations

• Establish benchmarks for quality, uniformity, and ongoing improvement

• Employ AI tools to enhance operational visibility, delivery predictions, and team productivity

• Provide leadership within the Professional Services Organization to deliver customer value and promote product and usage growth

• Guarantee that projects fulfill client specifications and achieve high levels of customer satisfaction and reference-ability

• Propel process enhancements and innovation to boost customer ROI while ensuring quality and consistency

• Act as an escalation point for issues related to Professional Services delivery

• Manage the Professional Services department's P&L, revenue and profit budgets, financial performance, and forecasting

• Enhance Professional Services capabilities through process advancements, tools, partnerships, and automation

• Support sales initiatives, including pitching engagements, negotiating contracts, and aiding in the creation of Statements of Work (SOW)

• Recruit, oversee, and mentor managers and individual contributors

• Collaborate with Customer Support & Success, Finance, Sales, Product, and Development to enhance customer satisfaction and growth

• Create methodologies, rules of engagement, contracts, and operational frameworks

• Generate new business opportunities and cultivate existing client relationships

⛳️ Requirements

• 7-9+ years of relevant experience

• 3+ years leading cross-functional Professional Services teams

• 3+ years of experience in delivering projects and selling services in software/SaaS

• Strong written and verbal communication abilities

• Proven success in facilitation and engaging cross-functional stakeholders

• Exceptional client management skills and the capacity to build effective working relationships with client partners

• Experience with P&L ownership and accountability for Professional Services revenue, margin, and forecasting

• Demonstrated capability in developing methodologies and operational frameworks that set apart Professional Services delivery

• History of driving AI adoption within a Professional Services team

• Degree or postgraduate degree in Business or a related field, or equivalent professional experience (preferred)

• Experience in order-to-cash, fintech, or B2B SaaS settings (preferred)

• Proven track record of utilizing AI-powered tools to enhance delivery forecasting, operational visibility, and the efficiency of the Professional Services organization (preferred)

🏝️ Benefits

• Comprehensive health coverage

• Competitive retirement plans

• Generous paid time off (PTO)

• Parental leave

• Flexible work arrangements

• Significant investment in professional development

• Potential eligibility for equity, commissions, or other variable performance-related bonuses