Director, Professional Services

Key Responsibilities

• Partner with the Senior Director of North America Services and leadership team to define operational goals, strategic initiatives, and organizational priorities that support growth, profitability, and customer success.
• Lead day-to-day operations for Professional Services delivery teams supporting Expert and Sierra solutions across cloud and on-premise environments.
• Build and scale a high-performing services organization focused on quality delivery, operational efficiency, accountability, and customer satisfaction.
• Collaborate cross-functionally with Sales, Product Management, Product Development, Support, and Customer Success to ensure alignment across business objectives and client needs.
• Manage customer relationships and executive-level communications for strategic accounts within the Professional Services portfolio.
• Drive achievement of Professional Services revenue, utilization, margin, forecasting, and operational performance targets.
• Develop and implement repeatable methodologies, governance standards, and best practices to improve delivery consistency and project outcomes.
• Monitor and manage key operational metrics and KPIs, including: Billable utilization, Project profitability, Resource forecasting, Customer satisfaction, Delivery performance, Project health indicators.
• Identify opportunities to improve scalability, automation, and operational efficiency across service delivery processes.
• Establish project governance frameworks, escalation procedures, and risk management practices to proactively address customer and delivery challenges.
• Drive accountability and transparency through dashboards, reporting, and project management tools that provide visibility into delivery performance and customer engagements.
• Lead continuous improvement initiatives focused on delivery quality, operational rigor, and predictable customer outcomes.
• Partner with Sales and Services leadership on go-to-market strategies, implementation planning, and customer engagement models.
• Support resource planning, staffing strategies, and talent development initiatives to ensure organizational readiness and growth.
• Mentor, coach, and develop Professional Services managers, consultants, and project leadership teams.

Qualifications

• Proven leadership experience managing Professional Services, Consulting, or Implementation teams within enterprise software or technology organizations.
• Demonstrated success driving operational excellence, organizational change, and scalable delivery practices.
• Experience leading enterprise software implementations in cloud and/or on-premise environments.
• Strong understanding of Professional Services operational metrics, forecasting, utilization management, and delivery governance.
• Experience implementing project management methodologies, tools, and best practices that support efficient and repeatable service delivery.
• Excellent communication, collaboration, and stakeholder management skills, including experience working with executive leadership and strategic customers.
• Strong customer-centric mindset with a passion for delivering successful implementations and high levels of client satisfaction.
• Able to lead cross-functional initiatives and influence outcomes across multiple business areas.
• Experience within the legal technology industry or professional services market is preferred.
• Experience with financial management, ERP, or business management software solutions is preferred.