Director, Professional Services

PROS; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

Join a leading company as a Director of Professional Services, overseeing the delivery of customer projects across the EMEA region. This role involves managing a dynamic team and enhancing customer satisfaction through effective leadership and strategic initiatives. Ideal candidates have extensive SaaS experience, a strong leadership presence, and a commitment to driving excellence in service delivery.

Qualifications

• 10+ years of relevant software/SaaS professional services leadership experience.
• Experience managing large accounts with enterprise solutions.
• Ability to handle multiple priorities and support teams.

Responsibilities

• Oversee end-to-end delivery of PS projects and outcomes.
• Manage and develop Solution Portfolio Managers in your team.
• Drive regular portfolio meetings to review project status and risks.

Skills

Leadership

People Management

Risk Mitigation

Communication

Process Improvement

Education

Bachelor's in Computer Science/Engineering/Math

MBA (preferred)

Job description

PROS Holdings, Inc. (NYSE: PRO) provides AI-powered solutions that optimize selling in the digital economy. PROS solutions make it possible for companies to price, configure and sell their products and services in an omnichannel environment with speed, precision and consistency. Our customers, who are leaders in their markets, benefit from decades of data science expertise infused into our industry solutions.

The Professional Services (PS) team at PROS is looking for a dynamic leader for a Director, Professional Services position. As the primary team responsible for implementing PROS’ products and ensuring long-term customer value, Professional Services plays a key role as the face of PROS to our customers.

The Solution Portfolio Director, Professional Services, leads a team of Solution Portfolio Managers (SPMs), each of whom heads up a delivery pod, i.e. a cross-functional team of Project Managers, Customer Solution Owners and Senior Implementation Consultants responsible for the delivery of a portfolio of customers and customer projects. The Director, Professional Services role is responsible for overseeing the delivery of a portfolio of customer projects across the EMEA region, supporting revenue growth of the organization and constantly developing delivery excellence.

The role can be based in Germany or UK.

A Day in the Life of the Director, Professional Services - about the role:

• Overseeing the end-to-end delivery of PS projects and their outcomes, including driving teams to deliver on time, on budget and to quality.
• Managing, coaching and developing the SPMs in your team, setting performance goals, enabling growth and professional development and ensuring healthy, balanced utilization.
• Driving regular portfolio meetings to review status, risks and issues for all projects, identifying and resolving needs for support.
• Supporting the customer relationship during the implementation and resolving escalation matters to achieve customer satisfaction, serving as the second point of escalation when issues arise. Your team will also undertake activities to support successful system adoption by our customers, ensuring that it brings the expected value;
• Partnering with Shared Service Managers to plan staff needed to deliver projects.
• Partnering with the Services Sales Manager to align on new project scope, forecasted revenue and margins, risks, assumptions for deals in pursuit and providing insights into new opportunities at existing accounts to help expand the PROS footprint.
• Understanding Key Performance Indicators, both operational and financial, and accounting for results. Driving regular cadence to review project revenue forecasting and budgeting with delivery pods to ensure target delivery is achieved.
• Actively engaging in and/or driving internal, cross-divisional and global strategic initiatives for improving PROS business processes, representing Professional Services (PS).
• Collaborating actively with peers on the PS team and across the organization to drive PROS overall performance and excellence.
• Maintaining working knowledge across the full portfolio of PROS product and service offerings.

Required Qualifications – About you:

We are looking for candidates who possess the rare combination of the following achievements, skills, and behaviors:

• 10+ years of relevant software/SaaS professional services leadership experience
• Proven experience implementing enterprise solutions within a SaaS environment and managing large accounts.
• Demonstrated ability to manage a high volume of activities with varying priorities - you know how to manage multiple priorities, how to delegate, and how to support teams in high-pressure situations.
• People leadership experience – you know that supporting the growth of your team members is your job. You can effectively coach, mentor and develop employees across disciplines.
• You’re a driver - you know how to mitigate risks, inspire action, and align internal and external stakeholders to get results. You will challenge yourself to derive simple, yet creative ways to enable customer success for every project in your portfolio. You will proactively create strategies to improve productivity and work levels to ensure your team delivers.
• You communicate crisply; you can effectively engage with customer leadership; you go out of your way to be transparent in your actions and your words. You manage down, around and up with the same enthusiasm and without playing politics.
• Process oriented and willing to follow and take ownership for enhancing organizational processes designed to ensure efficient, consistent customer relations.
• Willing to and enjoy travel up to 35-40% of the time (both domestic and international).
• A bachelor’s in computer science, engineering, math, or revenue management (or similar field of study) is required. A master’s in business administration is preferred.

Why PROS?

PROS culture and the truly extraordinary people who work here are at the very core of our success. We have a passion for what we do, and we won’t stop until we’ve delivered on our promises. We’re committed to the success of our customers. That’s why we think harder and dream bigger – so our customers can go even further than they ever imagined possible.

This is a unique opportunity to join a company that has 30+ years of proven success with a long runway of more success.

Our people make PROS stand out from the rest. If you want to be a part of something truly extraordinary, come help us shape the future of how companies compete and win in their markets.

Work Environment:

Most work activities are performed in an office or home-office environment and require little to moderate physical exertion. Work activities may require periods of extended hours, critical deadlines and stressful situations. To successfully complete the tasks of this position, individuals must be able to communicate clearly (in writing and orally), comprehend business terminology, interpret numerical data.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.