Director, Professional Services
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Job Description
Director of Professional Services managing SaaS implementation for mission-driven organizations. Leading strategies for client onboarding and executing continuous improvement during the implementation phase.
Responsibilities:
- Lead Implementation Strategy: Define and execute the implementation strategy for our client portfolio, balancing personalized service with scalable efficiency
- Establish implementation methodologies, playbooks, and best practices that drive consistency and quality
- Set team goals, KPIs, and success metrics that align with broader business objectives
- Identify opportunities to improve implementation efficiency, reduce time-to-value, and increase client satisfaction
- Drive Operational Excellence: Oversee project planning, resource allocation, and capacity management across all implementations
- Monitor project health, timelines, and deliverables to ensure on-time, on-budget completion
- Implement tools, systems, and processes that enable the team to scale effectively
- Analyze implementation data to identify trends, bottlenecks, and improvement opportunities
- Manage escalations and remove blockers to keep projects moving forward
- Build and Develop Your Team: Recruit, hire, and onboard top implementation talent
- Coach and mentor implementation managers and specialists, fostering professional growth
- Establish clear performance expectations and provide regular feedback
- Create a collaborative, accountable team culture focused on client success
- Develop career paths and growth opportunities for team members
- Ensure Outstanding Client Experiences: Own the client experience from contract signature through successful go-live and handoff
- Build strong relationships with clients during the critical onboarding phase
- Gather and act on client feedback to continuously improve the implementation experience
- Partner with Sales to set realistic expectations and ensure smooth transitions
- Collaborate with Customer Success to establish clear handoff criteria and health indicators
- Partner Cross-Functionally: Work with Product to communicate client needs, implementation challenges, and feature requests
- Align with Sales on scoping, timeline commitments, and implementation packages
- Partner with Customer Support to resolve client issues during implementation
- Collaborate with Marketing on case studies and reference-able implementations
Requirements:
- 7+ years of experience in SaaS implementation, professional services, or client onboarding
- 3+ years managing and developing high-performing teams
- Proven track record building scalable processes and improving operational efficiency
- Strong project management skills with ability to manage complex, multi-stakeholder initiatives
- Excellent communication skills with executive presence and client-facing experience
- Data-driven approach to decision making and problem solving
- Experience with implementation methodologies and project management tools
- Background in nonprofit technology, social impact software, or mission-driven organizations (preferred)
- Experience implementing grants management, scholarship management, or similar complex software (preferred)
- Familiarity with both high-touch and tech-touch service delivery models (preferred)
- Understanding of change management principles and organizational adoption strategies (preferred)
Benefits:
- Competitive salary and benefits
- Tuition and lifestyle reimbursements
- Bespoke mindfulness and fitness initiatives
- Flexible PTO policy
- Professional development opportunities
- Employee recognition programs
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