Head of Professional Services

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

📋 Description

• Oversee the Professional Services division and lead a nine-member team that includes Consulting, Solution Architecture, and Project Management.

• Enhance the delivery model and scale implementation processes.

• Create methodologies, templates, accelerators, and self-service strategies.

• Manage implementation and rollout projects, ensuring adherence to schedules, budgets, and quality benchmarks.

• Supervise implementations lasting from three to nine months, as well as multi-year rollout initiatives for enterprise clients.

• Provide leadership, coaching, and development opportunities for the Professional Services team.

• Expand the nine-member Consulting team and oversee recruitment, onboarding, and team structure in partnership with People & Culture.

• Offer operational support for critical projects, complex customer needs, and escalations.

• Manage relationships with enterprise and corporate clients in intricate stakeholder environments.

• Handle conflict and escalation management effectively.

• Advance a Customer Success model for existing clients, making usage growth and risks transparent.

• Collaborate with Sales to explore opportunities within existing client relationships.

• Enhance the enablement model for OEM and implementation partners, focusing on methodology, training, certification, and support interfaces.

• Ensure accountability for quality, customer satisfaction, utilization, project margins, and other delivery KPIs.

• Report directly to the executive team.

• Work closely with Product, Engineering, Sales, and Customer Success teams.

⛳️ Requirements

• Several years of experience in a leadership position within Consulting, Professional Services, Delivery, or Customer Success, preferably in a B2B software or SaaS environment.

• Proven experience in building or significantly enhancing a Consulting or Professional Services team.

• Familiarity with enterprise and corporate clients, as well as complex, integration-heavy implementations and multi-year rollout initiatives.

• Demonstrated success in standardizing delivery through the use of templates, automation, self-service, or partner enablement strategies.

• Strong comprehension of commercial relationships and delivery metrics such as project margin, utilization, and Net Revenue Retention.

• Capability to lead teams, provide guidance and feedback, and foster professional and personal growth.

• A proactive, hands-on approach with a willingness to engage both strategically and operationally.

• Experience in conflict resolution with a confident, solutions-focused attitude in challenging circumstances.

• Excellent communication skills, able to engage with operational project teams and corporate leadership effectively.

• Proficient in articulating complex technical or business concepts in a clear manner.

• Organized, pragmatic, and focused on finding solutions in the workplace.

• Fluent in both German and English.

• Preferred: Experience with billing, ERP, payment, or order-to-cash systems.

• Preferred: A proven track record in enabling OEM or implementation partners.

• Preferred: A strong technical background, particularly in APIs, system integrations, and data models.

• Application documents should include CV/resume, relevant certificates and references, and a cover letter; please indicate your availability and salary expectations.

🏝️ Benefits

• 100% remote work within Germany.

• Opportunities for workations in other EU countries.

• Highly flexible working hours with no set core hours.

• High-performance laptops equipped with your choice of operating system.

• Quality equipment provided for your mobile office setup.

• An individual budget allocated for professional development, conferences, training, or specialist literature.

• Subsidy for sports and fitness programs.

• Monthly flat-rate allowance for ongoing electricity and internet expenses while working remotely from home.

• Support for occupational pension contributions.

• Employee referral program offering an attractive bonus for successful hires.

• Freedom to propose ideas, take on responsibilities, and lead implementation efforts.

• Regular team events to foster collaboration and engagement.