Senior Professional Services Lead - SaaS & AI

Build Concierge; Leeds; On-site; GBP 90,000 - 120,000; Full time

Job summary

Build Concierge is seeking a Professional Services Manager to shape and grow our PS function as we scale our SaaS onboarding. You’ll start hands-on, setting estimates, governance and delivery standards, then transition to leading a team delivering multi-project engagements for enterprise clients.

You will work closely with Onboarding and Customer Success, shaping the PS offering, governance and commercial disciplines while maintaining strong client relationships and ensuring successful delivery

Qualifications

• Proven ability to lead cross-functional teams.
• Experience delivering professional services in SaaS.
• Willingness to travel to customer sites.
• Strong communication and stakeholder management.
• Experience with onboarding and governance.

Responsibilities

• Developing and maintaining consistent methodologies and standards across Onboarding, Customer Success and Professional Services, with a focus on continuous process improvement.
• Owning estimating and quotation processes for projects across all delivery types.
• Maintaining effective escalation processes, including clear hand-over to technical support, and tracking project progress and time against plan.
• Overseeing and supporting the Onboarding Manager, ensuring smooth day-to-day delivery of the standard onboarding process.
• Shaping the Professional Services offering from day one, including hands-on delivery and resourcing of Professional Services Project Management.
• Maintaining strong project control and communication across every engagement.
• Building the governance, stakeholder communication and commercial disciplines needed to deliver larger, more complex projects for enterprise and strategic customers.
• Overseeing and supporting the Customer Success Lead for in-life services.
• Delivering training services for self-service on the AI platform, including scheduled webinars and in-house sessions.
• Developing new value-added services to deepen customer relationships and grow revenue.
• Achieving resource utilisation targets, forward diary planning and order book management.
• Maintaining service level adherence including response times and quality metrics.
• Building a pathway to high NPS/CSAT and strong review volumes.
• Providing direction to Managers and Team Leaders, and overseeing diary management and utilisation across the team.
• Motivating and developing the wider Operations team, including recruitment as needed.
• Managing performance with clear objectives and regular reviews.
• Owning revenue realisation and cost control to protect margins.
• Setting the style and cadence for Professional Services, Onboarding and Customer Success.
• Coaching managers and representing the function at board level when required.
• Ensuring alignment with the wider business mission and vision.

Skills

AI & SaaS knowledge

Automation understanding

Problem-solving

Organised & detail-oriented

Travel willingness

Communication skills

Stakeholder management

Data analysis

Relationship building

Project management

Multi-project handling

Field Service Management experience

Operations experience

Tools

CRM systems

FSM systems

Job description

Build Concierge is seeking a Professional Services Manager to shape and grow our PS function as we scale our SaaS onboarding. You’ll start hands-on, setting estimates, governance and delivery standards, then transition to leading a team delivering multi-project engagements for enterprise clients.

You will work closely with Onboarding and Customer Success, shaping the PS offering, governance and commercial disciplines while maintaining strong client relationships and ensuring successful delivery