Director, Professional Services Engagements
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Job Description
Engagement Manager leading Professional Services engagements in a SaaS environment at Crisp. Driving customer value realization and cross-functional alignment with innovative solutions.
Responsibilities:
- Own end-to-end delivery of Professional Services engagements including: Strategy & Innovation Workshops, Rapid Value Pilots / Bootcamps, Platform Implementations, Forward-Deployed Engagements and Dedicated Capacity Pods.
- Establish and manage engagement governance: scope, milestones, risks, dependencies, and decision forums.
- Lead executive-facing status updates and steering committees, ensuring clarity on progress, outcomes, and value delivered.
- Manage scope change, tradeoffs, and expectations to protect delivery quality, margin, and customer trust.
- Translate customer business objectives into structured delivery plans with clear workstreams, success metrics, and value hypotheses.
- Drive alignment across stakeholders while maintaining accountability for outcomes.
- Partner with Sales and Customer Success on engagement scoping, SOW development, pricing, and resourcing strategies.
- Own engagement economics including margin, utilization, and partner costs.
- Define and track value realization metrics for each engagement (time-to-value, adoption, operational impact).
Requirements:
- 8–12+ years of experience in professional services, consulting, customer delivery, or program leadership roles.
- Experience managing complex, multi-workstream enterprise engagements with executive stakeholders.
- Background in enterprise SaaS, data platforms, analytics, or AI-enabled solutions strongly preferred.
- Demonstrated ability to balance customer outcomes with commercial discipline (margin, scope control, utilization).
- Experience working in or alongside forward-deployed, engineering-led, or embedded delivery models.
- Strong cross-functional leadership skills with the ability to influence without direct authority.
- Comfortable operating in ambiguous, early-stage environments and building structure where none exists.
- Experience in Retail and/or CPG is a plus.
Benefits:
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Professional development
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