The Director, Professional Services, will be a key member of the Professional Services leadership team, reporting directly to the Vice President of Professional Services. Ideally based in the EU, the Director will bring strong knowledge of the EMEA and APAC regions. The Director is responsible for leading, planning, coaching, and overseeing a team of Professional Services Consultants, including both Technical and Product Implementation consultants. This role will work closely with regional leadership and cross-functional teams (Sales, Product, Client Success) to drive business strategies, foster collaboration, and continuously improve functional processes to deliver exceptional client experiences. The ideal candidate will have hands-on experience mentoring and developing a diverse, client-facing services team, with a strong focus on scaling operations for growth. They will also have a proven track record of managing P&L, driving revenue growth, and optimizing both people and processes to ensure operational efficiency and success.

DAY IN THE LIFE:

1. Lead and Develop Teams:
• Lead a regionalized team of technical and product implementation consultants, ensuring alignment with local market needs and the successful delivery of high-impact client solutions.
• Coach, mentor, and develop team members, overseeing new employee onboarding, providing career development planning, and fostering opportunities for professional growth.
• Cultivate a culture of collaboration and inclusivity, fostering open communication, healthy debate, and cohesive teamwork to enable the team to deliver their best work.
2. Operational and Strategic Leadership:
• Drive strategic goal setting and operational execution in collaboration with cross-functional leaders, ensuring team efforts align with broader business objectives and company vision.
• Lead quarterly goal-setting (OKRs) and performance tracking, focusing on productivity, quality, and continuous improvement to meet business targets.
• Manage resource allocation across client engagements, balancing workloads and optimizing staffing to deliver efficient, high-quality service in all regions.
• Develop and implement operational frameworks that enhance efficiency, reduce risk, and foster innovation within the Professional Services organization.
• Oversee the continuous improvement of processes, leveraging data and feedback to enhance service delivery and operational performance.
3. Client Management:
• Lead the resolution of client escalations, effectively manage project scope changes, and oversee change orders to ensure smooth project transitions and high client satisfaction.
• Build strong, lasting relationships with clients by acting as a trusted advisor and fostering collaboration between internal teams and client stakeholders.
• Actively engage with clients to understand their evolving needs, providing tailored solutions that drive long-term success and increase client retention.
• Conduct regular review sessions with key client stakeholders to gather feedback and ensure services align with client expectations and identifying opportunities for further engagement and growth.
4. Data and Performance:
• Act as a data-driven leader, leveraging analytics and reporting to guide strategic decisions, track performance metrics, and continuously improve team efficiency and client outcomes.
• Oversee the management and reporting of key performance indicators (Survey Scores, Gainsight, Precursive, Zendesk, etc.) to track progress against team and organizational goals.
5. Financial Management:
• Support the management of the P&L and budget for Professional Services, ensuring alignment with company financial objectives and contributing to the optimization of revenue streams, including recurring ARR services.
• Develop financial forecasts and track budget performance, identifying opportunities to maximize profitability and resource utilization while maintaining high-quality service delivery.

WHO YOU ARE:

1. Experience and Expertise:
• Based in the EU with 7+ years of experience in a Professional Services organization, specifically leading technical and product implementation teams for a SaaS platform.
• 5+ years in a people management role, with proven leadership experience in scaling and developing high-performing teams.
• Deep expertise in OKR methodology, project life cycles, and service delivery methodologies.
2. Skills and Leadership Qualities:
• Exceptional communication, analytical, and problem-solving skills, with a demonstrated ability to inspire teams and foster collaboration.
• Adept at relationship building and employee coaching, with a track record of developing talent and leading through influence.
• A trusted advisor to senior management, with experience providing strategic direction and operational leadership.
3. Data and Conflict Management:
• A strong data advocate with proven experience using data to inform strategy, improve service delivery, and drive continuous improvement in a Professional Services environment.
• Skilled in conflict management and resolution, fostering a positive team dynamic.
4. Regional Expertise:
• A deep understanding of the EU market, including privacy regulations and local client expectations, with experience navigating cross-cultural dynamics.
• Comfortable operating in a fast-paced, entrepreneurial environment, with strong organizational and prioritization skills.
5. Business Acumen:
• Business-savvy, with experience working across all levels of customer and partner organizations, focusing on delivering results with integrity and achieving aligned outcomes.
• Skilled at identifying growth opportunities within client engagements, driving upsell, cross-sell, and expansion strategies that align with broader business goals.

WHAT WILL SET YOU APART:

1. Core Experience:
• Proven ability to scale a Professional Services team and transform processes to drive efficiency and revenue growth.
• Cross-cultural/global experience with an understanding of regional differences in client needs and expectations.
• Experience in HCM, Talent Management, or HRIS consulting within a professional services or customer experience organization.
2. Technical Skills:
• Experience with key platforms such as Salesforce, Precursive, Zendesk, and Gainsight, with a focus on leveraging these tools to drive operational efficiency.
• Strong technical acumen, including experience supporting and integrating APIs, enabling seamless collaboration across systems and platforms.
3. Certifications and Specializations:
• Project Management certification (PMP, PRINCE2, or equivalent), demonstrating a deep understanding of project methodologies and best practices.
• A background in designing and managing recurring ARR services, with an understanding of how to build scalable, predictable revenue streams through client engagement.

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We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.