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 youll 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 were looking for in a candidate
- Bachelors 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 812 times per year for key events or client meetings.
Required Experience:
Director