Senior Director, Professional Services

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

📋 Description

• Manage Professional Services as a crucial business function, responsible for P&L performance, utilization, margin, throughput, and revenue projections.

• Create and implement financial forecasts, staffing models, and pricing strategies that align with revenue targets and corporate objectives.

• Collaborate with Finance and Customer Experience leadership to report on performance, enhance margins, and maintain portfolio profitability.

• Set annual financial targets for Professional Services and develop plans to meet or surpass them.

• Balance financial results with strategic customer investments and stewardship.

• Establish methodologies for delivery, governance standards, and performance frameworks.

• Standardize implementation services from Quick Start initiatives to intricate enterprise deployments.

• Enhance throughput, resource utilization, burn rate, and customer satisfaction.

• Implement tracking for project performance, including backlog, delivery speed, and project margins.

• Oversee the implementation partner ecosystem, which includes enablement, certification, scorecards, and quarterly business reviews.

• Work alongside Sales on project scoping, pricing, resourcing, and creating profitable deal structures.

• Collaborate with Product, Customer Success, and Support throughout the customer lifecycle.

• Participate as a member of the Customer Experience Leadership Team.

• Manage PSA and project management tools to ensure accurate real-time reporting.

• Develop dashboards for executive visibility into performance metrics, trends, and risks.

• Utilize data insights to optimize staffing, resource allocation, and delivery processes.

• Lead, mentor, and expand the team of project managers, solution builders, and data migration specialists.

• Create role definitions, career paths, and performance frameworks.

• Promote accountability, adaptability, and continuous improvement within internal and partner teams.

⛳️ Requirements

• Over 10 years of experience in Professional Services, Consulting, or Customer Delivery, with a minimum of 5 years in a senior leadership position.

• Proven track record of managing financial and operational metrics, such as utilization, margin, throughput, and forecasting.

• Demonstrated capability to balance financial accountability with the creation of customer value, using strategic judgment for tradeoff decisions.

• Experience in managing implementation partners, including aspects like enablement, certification, and performance management.

• Strong financial acumen with experience in developing and managing P&L forecasts.

• Excellent communication skills and executive presence, with a history of influencing cross-functional stakeholders.

• Proficiency in PSA tools, project management platforms, and performance dashboards, particularly Rocketlane and/or Planhat.

• Experience in leading teams that deliver SaaS implementations, ranging from quick-start to complex enterprise configurations.

• Familiarity with grants management, CRM, ERP, or workflow automation SaaS products.

• Background in scaling Professional Services functions within a high-growth or mid-market SaaS organization.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Flexible time off.

• Paid sick leave.

• 12 weeks of fully-paid parental leave.

• Annual learning and development stipend.

• Internet stipend.

• One-time home office set-up stipend.

• 401(k) retirement plan with company match.

• Incentive stock options, subject to the terms of Fluxx’s applicable stock plans.