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)
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