Director, Customer Delivery – Enablement
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Job Description
Director leading implementations, customer education, and Professional Services growth for Trackforce’s physical security workforce management SaaS platform. Building scalable global delivery teams and improving customer and financial outcomes.
Responsibilities:
- Lead customer implementations from post-sale handoff through discovery, configuration, integration, testing, training, go-live, and transition to Client Success
- Improve Time to Delivery and Time to Value through standardized methodologies, phase-and-gate governance, milestones, and disciplined execution
- Lead portfolio, backlog, capacity, and project health reviews; identify risks, remove bottlenecks, forecast go-lives, and improve predictability
- Serve as senior escalation point for strategic and at-risk customer engagements
- Own customer education, training, certification, and ongoing enablement strategy
- Build and evolve the Customer Training Academy and scalable learning journeys
- Deliver blended instructor-led, virtual, self-service, on-demand, webinar, certification, and digital learning experiences
- Use engagement, product usage, health, and support data to increase adoption and customer proficiency
- Leverage AI, automation, and digital experiences to scale customer education
- Lead Professional Services with accountability for revenue, pipeline, services attach, utilization, productivity, capacity, and profitability
- Partner with Marketing, Sales, and Client Success on go-to-market strategy and Professional Services demand generation
- Enable Sales and Client Success to position and sell Professional Services using offerings, value propositions, sales plays, discovery tools, pricing guidance, and collateral
- Establish recurring motions to identify whitespace, build pipeline, and increase services attach
- Develop scalable Professional Services offerings and support strategic customer conversations
- Own scoping, pricing, SOWs, contracting, forecasting, and capacity planning with Finance
- Establish operating rhythms and executive visibility across delivery, capacity, utilization, pipeline, revenue, profitability, and customer risk
- Align workforce capacity and skills with forecasted demand
- Partner across Marketing, Sales, Client Success, Product, Engineering, Support, and Finance
- Equip customer-facing teams with training, collateral, discovery questions, use cases, and positioning
- Create feedback loops informing product, customer success, and go-to-market priorities
- Lead and develop a global team across project management, implementation, consulting, training, data, and customer enablement
- Use data, technology, automation, and AI to improve productivity, quality, scalability, and customer outcomes
Requirements:
- 10+ years of progressive experience across enterprise SaaS, Professional Services, software implementation, consulting, customer enablement, or related customer-facing functions
- 5+ years leading customer delivery teams and people leaders
- Demonstrated success leading complex SaaS implementations and Professional Services organizations
- Proven experience developing, positioning, and selling Professional Services, consulting, or value-added services to enterprise customers
- Strong commercial acumen and experience partnering with Sales, Marketing, and Customer Success to generate demand, build pipeline, and grow services revenue
- Experience developing repeatable service offerings, value propositions, pricing models, SOWs, and customer proposals
- Strong financial and operational acumen across bookings, revenue, utilization, forecasting, capacity planning, pricing, and project profitability
- Experience building scalable implementation methodologies, governance models, and customer education or enablement programs
- Strong understanding of implementation quality, education, adoption, value realization, retention, and expansion
- Executive presence with experience navigating complex customer relationships, commercial discussions, and escalations
- Demonstrated ability to use data, automation, and AI to improve organizational performance
- Experience leading distributed or global teams preferred
- Bachelor's degree or equivalent experience
- MBA, PMP, Six Sigma, or similar certification is a plus
Benefits:
- Fully remote & flexible work
- Open Time Off (OTO) policy
- Medical, dental & vision coverage
- Health Savings Account (HSA)
- Life, AD&D & disability insurance
- 401(k) with company match
- Wellness & mental health support
- Travel assistance & global support
- Employee referral program
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