We are seeking an experienced and dynamic Senior Director of Professional Services to lead our Implementation Delivery Services, Managed Services, and Technical Services teams. This executive-level leadership role is critical to ensuring the successful delivery of our professional services to clients, driving customer satisfaction, and supporting the growth of our business. The ideal candidate will have a strong background in professional services management, exceptional leadership skills, and a proven track record of delivering high-quality services in a fast-paced environment. A key focus of this role is to champion a partner-first implementation methodology, leveraging external partnerships to enhance service delivery. This role will report directly to the SVP, Success and Services.
Leadership and Management:
Lead, mentor, and inspire the entire Professional Services organization, including Implementation Delivery, Managed Services, and Technical Services.
Foster a culture of high performance, collaboration, and continuous improvement within the team.
Lead and manage the Professional Services team, including Implementation Delivery, Managed Services, and Technical Services.
Develop and execute strategic plans to achieve business goals and drive the success of the Professional Services organization.
Foster a culture of high performance, collaboration, and continuous improvement within the team.
Implementation Delivery Services:
Oversee the delivery of implementation projects to ensure they are completed on time, within scope, and within budget.
Drive the adoption of a partner-first implementation methodology, collaborating with external partners to enhance delivery capabilities.
Work closely with clients to understand their needs, provide guidance, and ensure successful adoption of SmartRecruiters solutions.
Managed Services:
Manage and optimize the delivery of ongoing managed services to our clients, ensuring high levels of customer satisfaction and retention.
Develop and implement best practices for managed services delivery and client engagement.
Support sales and add-on motions by identifying opportunities for additional revenue through enhanced service offerings and upsell initiatives.
Collaborate with the sales team to provide technical expertise and support during the sales process, helping to secure new business and expand existing accounts.
Technical Services:
Oversee the technical services team to provide expert support and solutions to clients, including custom integrations, technical consulting, and technical support.
Ensure the team stays current with the latest technology trends and advancements to provide cutting-edge solutions to clients.
Solutions Architecture and Scoping:
Lead solutions architects in scoping and designing services for new business opportunities, ensuring alignment with client needs and business objectives.
Collaborate with sales and product teams to develop comprehensive service proposals and ensure smooth transitions from sales to implementation.
Customer Satisfaction and Retention:
Drive customer satisfaction and retention by ensuring the highest quality of service delivery and customer support.
Serve as an executive sponsor for key clients, managing high-level relationships and strategic initiatives to ensure their long-term success and satisfaction.
Operational Excellence:
Drive the adoption of innovative technologies and methodologies to enhance service delivery and operational efficiency.
Implement and maintain efficient processes, tools, and metrics to ensure the effective delivery of services.
Monitor and report on the performance of the Professional Services organization, identifying areas for improvement and implementing corrective actions.
Collaboration and Communication:
Collaborate with other departments, including Sales, Customer Success, and Product, to ensure alignment and support for customer initiatives.
Communicate effectively with internal and external stakeholders, providing regular updates on project status, performance metrics, and strategic initiatives.
Qualifications:
Bachelor’s degree in Business, Information Technology, or a related field; Master’s degree preferred.
10+ years of experience in professional services, with at least 5 years in a leadership role.
Proven track record of successfully leading and managing professional services teams in a SaaS or technology company.
Strong understanding of implementation delivery, managed services, and technical services.
Experience with partner-first implementation methodologies and managing external partnerships.
Excellent leadership, communication, and interpersonal skills.
Ability to think strategically and execute tactically.
Strong problem-solving and decision-making abilities.
Experience with SmartRecruiters or similar talent acquisition solutions is a plus.
SmartRecruiters is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. your information will be kept confidential according to EEO guidelines.
