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%