Director of Professional Services

Third Wave Analytics, Inc.; San Francisco (CA); Remote; USD 180,000 - 240,000; Full time

Job summary

Third Wave Analytics, Inc. is seeking a Director of Professional Services to oversee delivery, manage a professional services team, and ensure success from contract signature through renewal for a portfolio of customers.

This full-time, remote role partners with executives, laboratories, and technical architects to scope, negotiate SOWs, monitor budgets and timelines, and develop talent across North America and Europe.

Qualifications

• Client relationships leadership for executive-level customers in professional services, SaaS, or consulting.
• Cross-functional collaboration with diverse stakeholders across functions and levels.
• Industry experience in laboratory/biotech or healthcare environments and familiarity with relevant regulations.
• Hands-on experience with Salesforce or similar enterprise SaaS platforms.
• Experience drafting, presenting, and negotiating SOWs and change orders.
• Experience leading and mentoring delivery teams.
• Strong communication, facilitation, and executive-facing presentation skills.
• Data analysis using business systems to report on performance and forecast results.
• Full professional proficiency in written and spoken English.

Responsibilities

• Partner with Project Managers and Technical Architects to scope, draft, present, and negotiate SOWs and change orders.
• Serve as executive point of contact for professional service projects and resolve issues.
• Understand license needs and usage and initiate modifications to ensure project success.
• Oversee tracking of engagement metrics, mitigate delivery risk, and report to VP, Commercial.
• Partner with Customer Success to transfer customers between Professional Services and Customer Success.
• Manage and mentor assigned delivery team members and support career development.
• Forecast project and staffing demand and coordinate with Resource Management.
• Serve as escalation point for technical and project issues.

Skills

Client Relationship Leadership

Cross-Functional Collaboration

Industry Experience

Technical Proficiency

Contract Negotiation

People Leadership

Communication/Presentation

Data Analysis

English Proficiency

Education

Advanced degree or professional certification

Job description

Job Overview

The Director, Professional Services plays a critical role in overseeing the delivery of Professional Services and managing Professional Services team members. This role is accountable for the success of an assigned portfolio of Third Wave Analytics’ Customers from initial contract signature through completion of all implementation-related SOWs and the subsequent renewal. This role ensures implementations run smoothly, contracts accurately reflect agreed-upon scope, and Customers realize the full value of Lockbox LIMS®. Furthermore, this position guides and develops team members within the professional services organization.

The ideal candidate possesses exceptional executive account management capabilities, contract negotiation experience, strong team leadership, and outstanding communication skills. The role demands an ability to engage seamlessly across diverse stakeholders, including laboratory personnel, technical architects, and executive leaders both inside and outside Third Wave. The Director, Professional Services is a full-time remote position, reporting to the VP, Commercial.

Key Responsibilities

• Partner with Project Managers and Technical Architects to scope, draft, present, and negotiate Statements of Work and change orders, confirming that scope is complete, matches Customer requirements, and carries the appropriate budget.
• Serve as the executive point of contact for professional service projects and resolve project issues as they arise.
• Understand each Customer’s licensing needs and usage and initiate modifications as required to ensure the success of the project.
• Oversee Project Management’s tracking of overall engagement metrics (e.g., budget, timing, scope, deliverable quality), mitigate delivery risks, and provide routine reporting and performance insights to the VP, Commercial.
• Partner with Customer Success to smoothly transfer Customers between Professional Services and Customer Success.
• Manage and mentor assigned delivery team members. Support their career development and well-being.
• Forecast professional services project demand along with staffing demand for assigned Customers and share with Resource Management.
• Serve as the escalation point for technical and project issues raised by delivery staff.

Skills & Qualifications

Required

• Client Relationship Leadership: Proven track record managing executive-level Customer relationships for small to enterprise accounts in a professional services, SaaS, or consulting environment.
• Cross-Functional Collaboration: Demonstrated skill partnering with diverse stakeholders across functions, experience levels, and organizational tiers, respecting individual contributions and fostering productive engagement.
• Industry Experience: Experience in laboratory, healthcare, life sciences, biotechnology, or similar environments. Familiarity with laboratory and related regulatory frameworks (e.g., CAP, CLIA, HIPAA, GDPR, GxP, ISO).
• Technical Proficiency: Hands-on experience with Salesforce Platform, cloud computing, and/or other similar enterprise SaaS technologies.
• Contract Negotiation: Experience drafting, presenting, and negotiating Statements of Work, SaaS subscription agreements, and change orders.
• People Leadership: Experience managing and mentoring a team, balancing workloads, and supporting career development.
• Communication, Facilitation, and Presentation: Excellent listening, communication, presenting, and Customer-facing skills, with a proven ability to build rapport, present results, and resolve escalations at the executive level.
• Data Analysis: Proficiency using business systems to report on performance, identify trends, and forecast future results.
• Language: Full professional proficiency in written and spoken English, with the ability to lead executive-level meetings and draft contractual documentation independently.

Preferred

• Experience with software implementation methodologies such as Agile, Waterfall, and hybrid approaches.
• Experience leading and collaborating with cross-cultural, intertimezone, fully remote teams with members across North America and Europe.
• Advanced degree or professional certification in business, life sciences, information technology, or a related field.
• Experience hiring and onboarding delivery staff, such as consultants, analysts, or developers.
• Experience running performance reviews and development plans.
• Experience working in a matrix environment where projects may include a mix of team members that report directly to the director and ones that report to other directors.

This is a full-time, U.S.-based, remote position.