Director, Professional Services – North America

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

📋 Description

• Lead and nurture the NAM Professional Services management team focused on scientific implementation and regional delivery.

• Foster a culture of accountability, collaboration, and ongoing improvement.

• Enhance organizational capability for Platform implementations and next-generation Luma solutions.

• Cultivate management capability and succession throughout the region.

• Oversee offshore resources.

• Manage regional services bookings, revenue, utilization, margin, forecasting, and delivery predictability.

• Collaborate with Sales, PreSales, Support, and Customer Success to define, scope, and govern services engagements.

• Ensure commercial discipline across Statements of Work, change control, financial management, and resource planning.

• Identify delivery risks and implement mitigation strategies.

• Serve as the senior Professional Services leader for key NAM customer engagements.

• Establish executive customer relationships and head executive governance, steering committees, and major delivery escalations.

• Ensure programs achieve quality outcomes, customer value, and commercial success.

• Oversee regional resource planning across Application Scientists, LATAM-based teams, and partner delivery.

• Develop scalable delivery capacity through offshore teams and strategic partnerships.

• Collaborate with the Global PMO to ensure delivery governance, forecasting, and project management standards.

• Drive continuous enhancement in delivery quality, operational maturity, and implementation predictability.

• Work closely with Sales, PreSales, STS, Support, Customer Success, Product, Finance, Legal, and Partner teams.

• Provide insights for product evolution and service offerings during implementation.

• Represent Professional Services in Luma planning, partner enablement, and regional growth initiatives.

• Support reproducible, scalable delivery models across the Platform business.

⛳️ Requirements

• Extensive leadership experience in Professional Services, consulting, or enterprise software delivery.

• Proven track record of leading managers and developing high-performing regional organizations.

• Accountability for commercial metrics, including revenue, utilization, margin, forecasting, and capacity planning.

• Experience in managing complex customer implementations and executive governance.

• Strong knowledge of Statements of Work, project governance, scope management, and change control.

• Experience collaborating closely with Sales, PreSales, Support, Product, Customer Success, and Finance.

• Proven ability to build offshore, partner, or blended delivery models.

• Strong executive presence with the capability to influence senior stakeholders across a global organization.

• Experience in scientific software, R&D informatics, ELN, LIMS, SDMS, lab automation and orchestration, data platforms, scientific workflow software, or similar industries.

• Ideally, experience in life sciences, pharmaceuticals, biotechnology, chemicals, CROs, or regulated research environments.

• Thorough understanding of service delivery for enterprise SaaS, cloud platforms, data platforms, and digital transformation with complex workflow implementation.

• Familiarity with PSA, CRM, and project governance platforms such as OpenAir, Salesforce, or Jira may be beneficial.

• Experience in regulated environments, including GxP, may be an advantage.

🏝️ Benefits

• Medical, Dental, Vision, Insurance

• Health Spending Accounts

• Wellness Benefits (Mental Health Apps and Fitness Perks)

• Company-paid Life and Disability Insurance

• 401k Retirement Plan (with 4% company match; immediate vesting)

• Flexible Time Off Plan (for US exempt employees)

• Variable pay eligibility for certain positions