Director of Professional Services

Hyperproof; United States; Remote; USD 130,000 - 155,000; Full time

Job summary

An established industry player is seeking a Director of Professional and Advanced Services to enhance customer success through tailored service engagements. This pivotal role involves working closely with Sales, Implementation, and Account Management teams to address the unique needs of Enterprise Clients. You will lead the creation of best practices and streamline onboarding processes, ensuring clients achieve maximum value from the platform. If you are a customer-focused expert with a passion for compliance and risk management, this is an exciting opportunity to make a significant impact in a dynamic and innovative environment.

Benefits

Unlimited PTO

Health coverage for medical, dental, and vision

401K with 4% company match

$500 home office stipend

$100 quarterly wellness stipend

Annual compensation reviews

Annual company in-person events

Pet insurance discount

Two company-wide rest weeks

Parental leave

Qualifications

• Experience in enterprise-level professional service engagements in a SaaS environment.
• Familiarity with compliance, risk, or GRC software solutions is highly desirable.

Responsibilities

• Manage complex Enterprise Clients and enhance their onboarding experience.
• Collaborate cross-functionally to create high-value customer experiences.

Skills

Customer Focus

Project Management

Change Management

Enterprise Client Management

Compliance Knowledge

Education

Bachelor’s degree in Business

Bachelor’s degree in Information Technology

Tools

Google Suite

Atlassian Suite

Salesforce

Microsoft Project

Zoom

Slack

Job description

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Director of Professional and Advanced Services

The Director of Professional and Advanced Services works with our Sales Team in the pre-sales motion to identify professional service opportunities and with our post-sale teams: Implementation, Customer Success and Account Management, to identify and drive seamless and impactful professional service engagements beyond Hyperproof's standard implementations. Reporting to the SVP of Client Services, this high-impact individual contributor role is essential to ensuring our customers receive exceptional onboarding experiences and achieve full value from our platform.

Who You Are

Your team and colleagues see you as a dedicated, customer-focused expert who excels in delivering tailored, professional and advanced service. In this role, you’ll have a direct impact on customer success by managing our most complex Enterprise Clients with enhanced service needs around our platform. You will work cross-functionally with teams across Sales, Product, Engineering Customer Success and Account Management to create an integrated, high-value customer experience.

What You Will Do

• Daily: Work closely with our Sales, Implementation and Account Management Teams listening for our clients' needs for professional and advanced services. Our Enterprise clients frequently need more services that are identified in our sales cycle or implementation process.
• Weekly: Work with clients providing billable services and identifying product expansion opportunities. Build a professional services practice by first making yourself billable and then hiring a second consultant. This while also leading our partners who deliver.
• Monthly: Provide strategic advisory services, including change management, to customers and partners for compliance operations, focusing on information security and data privacy.
• Quarterly: Offer guidance to customers on leveraging Hyperproof to establish best-in-class compliance operations and achieve Continuous Assurance.
• As Needed: Collaborate with the team to create best practices and playbooks for Continuous Assurance, and contribute to publishing a definitive maturity model for Continuous Assurance.
• By 6 months: You’ll have streamlined onboarding processes, reducing time-to-value and enhancing customer satisfaction.
• By end of year: You’ll have developed a playbook for services that are repeatable that augment the Hyperproof solution.

How You’ll Know You Are Successful

• Deliver High-Quality Engagements: Complete enterprise engagements on time and to the highest quality, achieving smooth and efficient onboarding experiences for customers.
• Increase Customer Satisfaction: Consistently achieve high customer satisfaction scores during the implementation phase, meeting or exceeding customer expectations.
• Reduce Time-to-Value: Shorten the time-to-value for customers, helping them quickly realize the benefits of Hyperproof, as evidenced by reduced implementation timelines and positive customer feedback.
• Drive Process Improvements: Identify and implement process improvements that enhance the efficiency and effectiveness of the implementation lifecycle, creating measurable impacts in time savings or resource utilization.
• Ensure Cross-Functional Alignment: Proactively collaborate with Product, Engineering, and Customer Success teams to address and solve customer needs, ensuring seamless transitions and alignment on customer goals.
• Achieve Key Performance Indicators (KPIs): Meet or exceed specific KPIs, such as billable revenue and expansion lead opportunities.

What You’ll Bring

• Experience: Previous experience in enterprise-level professional service engagements within a SaaS or tech environment, especially in compliance, risk, or GRC software.
• Industry Knowledge: Familiarity with compliance, risk, or GRC software solutions is highly desirable.
• Education: Bachelor’s degree in Business, Information Technology, or related field preferred.
• Work Authorization: You must be currently authorized to work in the United States on a full-time basis.

OUR TECH

• Google Suite: Docs, Sheets, Slides
• Atlassian Suite: Jira, Confluence, Trello
• CRM: Salesforce, Quala
• Project Management: Microsoft Project, Smartsheet
• Communications: Gmail, Zoom, Slack, Microsoft Teams
• Operating Systems: Windows, Mac
• Other Tools: As needed to support implementation and customer success.

LOCATION

• We are a fully remote company! Rather than restrict ourselves to only finding talent in one city, we’d rather find the absolute best people regardless of where they live. We work with customers with PDT to CEST.

Candidate Experience

• We value your time and want you to know what to expect from us. For this interview, we expect to ask you to participate in 4 interviews and expect this to be completed in 4.5 hours over 2 weeks.
• 1st Interview - Talent Acquisition
• 2nd Interview - Hiring Manager - SVP of Client Services
• 3rd Interview - VP of Customer Success
• 4th Interview - VP of Enterprise Sales
• 5th Interview - Enterprise Implementation Team Lead
• Total Time: 4.5 Hours

The full compensation package is based on candidate experience and certifications.

Remote USA

$130,000—$155,000 USD

WHERE YOU’LL GO

• Hyperproof also loves to see an internal transfer. If a linear career path is not what you’re looking for, you can work with your manager and our people team to explore lateral moves to other parts of the organization as you continue to grow with us.

What We Offer To Our Employees

Please note: Benefits listed below are for employees in the United States; contractor roles or international positions may differ.

• Annual compensation reviews + equity
• Unlimited PTO: strongly encouraged to unplug and recharge
• Health: coverage for medical, dental, and vision - employee and dependents
• 401K, which vests immediately, complete with a 4% company match
• 12 weeks of Parental leave and 1 year free diapers and wipes with Honest
• Annual company in-person events and quarterly in-person connects
• $500 home office stipend - at the time of hire. Any additional home office needs are requested as needed.
• $100 quarterly paid wellness stipend
• Pet insurance discount
• Slack channel notifications turn off after 5 pm based on your time zone
• Two Hypercharge weeks of rest where we close company-wide (July & December).

It’s an exciting time to be at Hyperproof — we recently raised $40 million in our Series B financing, further cementing Hyperproof as the emerging leader in the risk and compliance management space.

At Hyperproof’s core are our passionate team members who focus on user experience, beautiful design, and evangelize a positive social impact of our cloud-based platform. We help organizations streamline their risk and compliance workflows so our customers can spend more time strategically managing programs and less time wrangling spreadsheets.

We are disrupting the governance, risk, and compliance software space with our innovative platform by helping traditionally unsung heroes (compliance professionals) do the right things so the wrong things don’t happen.

Learn more about the @hyperproof culture and how it all started.

EQUAL OPPORTUNITY EMPLOYER

Hyperproof is committed to a diverse and inclusive workplace — it’s one of our core values! Hyperproof is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Our company is dedicated to building a diverse, inclusive, and authentic workplace. If you're excited about this role, but your experience doesn't perfectly fit every qualification, we encourage you to apply anyway. You may be just the right person for this role or others.

Seniority level

• Director

Employment type

• Full-time

Job function

• Consulting, Information Technology, and Sales
• Industries: Software Development