Director, Professional Services

We are seeking a dynamic and results-oriented Director of Professional Services to lead our project implementation team.

This strategic role is responsible for the overall success of our professional services organization, which includes a blended team of onshore and offshore resources.

The Director will have full ownership of the department's Profit and Loss (P&L), the continuous improvement of our implementation methodology, and the ultimate success and satisfaction of our local government clients.

The ideal candidate is a seasoned leader with a proven track record in enterprise software deployment, financial management, and building high-performing, customer-focused teams.

Key Responsibilities

1.

Financial Management & Profitability (P&L)


* Assume full P&L responsibility for the Professional Services department, including revenue forecasting, margin analysis, and expense management.


* Develop and manage annual departmental budgets, setting and tracking against key financial targets.


* Optimize resource allocation and utilization across both onshore and offshore teams to maximize billable hours and ensure project profitability.


* Oversee the creation and approval of Statements of Work (SOWs), project proposals, and change orders, ensuring accurate scoping, pricing, and risk assessment.


* Provide regular financial performance reports to the executive leadership team, highlighting key metrics, successes, and areas for improvement.

2.

Implementation Methodology & Operational Excellence


* Own, refine, and enforce the company's software implementation methodology to ensure consistent, predictable, and high-quality project delivery.


* Develop and maintain a library of best practices, standard operating procedures (SOPs), project templates, and knowledge-base articles.


* Establish, monitor, and report on Key Performance Indicators (KPIs) for the services organization, such as time-to-go-live, budget vs.

actual, customer satisfaction (CSAT), and project margin.


* Champion a culture of continuous improvement, leveraging project retrospectives and client feedback to enhance processes, tools, and team skills.


* Effectively manage a blended delivery model, ensuring seamless communication, collaboration, and quality control between onshore and offshore resources.

3.

Customer Success & Strategic Relationships


* Act as the executive sponsor for key client implementations, building strong, trusted relationships with senior stakeholders in local government.


* Serve as the primary escalation point for critical project issues, working collaboratively with clients and internal teams to drive resolutions and ensure satisfaction.


* Partner closely with Sales to assist in pre-sales activities, and with Customer Support to ensure a smooth transition from implementation to long-term support.


* Drive customer referenceability and loyalty by delivering exceptional implementation experiences tha...