Director of Professional Services
Description
As the Director of Professional Services, you will play a critical leadership role in ensuring our Enforcement Mobile customers not only adopt but truly thrive with our solutions. This is a high-visibility, high-impact position at the center of the public sector software industry. Your leadership will directly influence customer satisfaction, team performance, revenue growth, and long-term retention. Working closely with the General Manager and key leaders, you’ll be responsible for the success of our delivery service, customer onboarding, and ongoing client experience.
Responsibilities:
What success looks like in this role
Strategic Leadership
- Develop and execute a strategy for professional services, onboarding, and support transition.
- Drive innovation in service delivery models to boost customer satisfaction and retention.
- Establish and track KPIs to measure service/support success.
Team Leadership & Development
- Lead and mentor high-performing teams serving Enforcement Mobile clients.
- Foster a culture of customer-centricity, collaboration, and continuous improvement.
- Recruit, develop, and retain top talent for scalable operations.
- Promote accountability, client focus, discovery, and growth.
Customer Experience
- Ensure a seamless journey from kickoff to support.
- Serve as a customer advocate to resolve issues and improve experience.
- Collect and act on customer feedback regularly.
Operational Excellence
- Optimize workflows, tools, and processes to improve efficiency and service quality.
- Manage budgets and resources to meet goals.
- Leverage automation and tooling to scale service delivery.
Collaboration & Alignment
- Partner with Sales, Development, Support, and other teams to align and optimize the customer journey.
- Maintain awareness of client/partner needs through regular engagement.
- Participate in product release planning to ensure successful rollouts.
Financial Responsibilities
- Manage the P&L to meet revenue, expense, and margin goals.
- Ensure accurate budgeting, forecasting, and strategic planning.
- Drive efficiency across delivery, contracting, planning, and implementation.
- Support key contract negotiations as needed.
Administrative Responsibilities
- Deliver feedback, reviews, and growth plans for team members.
- Develop training and assessment plans for services staff.
- Evaluate, update, and enforce policies to address inefficiencies and risks.
- Perform additional job-related duties as needed.
Qualifications:
What we’re looking for in a candidate
- Bachelor’s degree in business, technology, or related field (MBA or advanced degree preferred).
- 10+ years of experience in professional services or related fields.
- 4+ years of experience in leadership roles.
- Proven track record of scaling service/support operations in software or tech environments.
- Strong strategic thinking, problem-solving, and analytical skills.
- Excellent leadership, communication, and interpersonal abilities.
- Familiarity with SaaS models and customer lifecycle management.
- Strong presentation skills.
- Proactive, action-oriented, and comfortable in a transforming environment.
- Creative problem-solving and ability to simplify complex topics.
- Willingness to travel 25-50%