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Practice Director, Professional Services
Job Description:
- Build strong relationships with regional Sales leadership to drive alignment between sales and services strategy.
- Actively engage in pre-sales activities to position services value, scope engagements, and drive PS bookings.
- Lead the creation of services proposals, SoWs, and staffing strategies to support complex enterprise deals.
- Contribute to pipeline growth and services attach through thought leadership, GTM planning, and enablement.
- Execute a “Partner First” strategy by developing strong delivery models and operational interlocks with strategic partners.
- Ensure high standards in partner-led engagements through onboarding, certification, delivery oversight, and quality assurance.
- Collaborate with Product and CX teams to continuously enhance the health score, onboarding experience, and partner performance metrics.
- Own successful delivery of all professional services engagements across the Americas, meeting utilization, margin, and CSAT targets.
- Drive scalable, repeatable delivery models that ensure quality outcomes and mitigate delivery risk.
- Lead regional participation in global programs (e.g., CX Accelerate, AI automation, onboarding initiatives).
- Manage, mentor, and inspire a diverse team of delivery managers, project leaders, consultants, and solution principals.
- Drive a culture of collaboration, innovation, and customer obsession.
- Champion the career development of team members through clear growth paths, coaching, and performance management.
Requirements:
- 10+ years of experience in Professional Services, with at least 5 years in a senior leadership role in software or cloud delivery.
- Proven ability to build strong sales partnerships and drive PS revenue in a pre-sales capacity.
- Demonstrated experience with partner ecosystems and delivering outcomes in co-delivery models.
- Track record of managing delivery organizations with measurable improvements in margin, utilization, and CSAT.
- Skilled in navigating complex client environments and executive-level stakeholder management.
- Strong people leadership and organizational development skills.
- Experience with identity and access management (IAM), cybersecurity, or cloud platforms preferred.
- Ability to travel within the Americas up to 30%.
Benefits:
- Generous PTO & Holiday Schedule
- Parental Leave
- Progressive Healthcare Options
- Retirement Programs
- Opportunity for Education Reimbursement
- Commuter Offset (Specific locations)