Director, Professional Services

Aderant North America, Inc.; United States; Remote; USD 140,000 - 200,000; Full time

Job summary

Aderant is seeking a Director of Professional Services to lead delivery operations and customer implementations for Expert and Sierra product lines, supporting cloud and on-premise deployments. This role reports to the Senior Director of North America Services and drives efficiency, customer satisfaction, and growth across professional services.

The successful candidate will oversee service delivery, governance, and strategic initiatives, mentoring managers and consultants while partnering with

Qualifications

• Proven leadership experience managing Professional Services or similar teams in enterprise software.
• Strong focus on operational metrics, forecasting, utilization, and delivery governance.
• Excellent communication and stakeholder management with executive-level customers.

Responsibilities

• Define goals, priorities, and strategic initiatives for service delivery.
• Lead day-to-day operations for Professional Services across cloud and on‑prem environments.
• Build a scalable, quality-first services organization with strong customer outcomes.
• Collaborate with Sales, Product, Support, and Success to align objectives and client needs.
• Manage relationships with strategic accounts and provide executive communications.

Skills

Leadership

Stakeholder management

Delivery governance

Forecasting

Cross-functional collaboration

Change management

Communication

Job description

Aderant is a global industry leading software company providing comprehensive business management solutions for law firms and other professional services organizations with a mission to help them run a better business. We are motivated by a collective desire to drive the legal industry to the forefront of innovation. With over 2,500 clients around the world, including 95 of the top AmLaw 100 firms, we are changing the outside perception of the legal sphere; where there was once resistance to modernization, we are creating a culture that embraces new ideas and technology. At Aderant, the “A” is more than just a letter. It is a representation of how we fulfill our foundational purpose, serving our clients. It embodies our core values and reminds us that to achieve success, every day must start with the “A”. We bring the “A” to life by fostering a culture of innovation, collaboration, and personal growth. We encourage our diverse teams to bring their whole selves to work – ideas, experience, and passion – to drive our mission forward. Our people are our strength.

Role Overview

Aderant is seeking a Director of Professional Services to lead delivery operations and customer implementations for the Expert and Sierra product lines, supporting both cloud and on-premise deployments. This role reports to the Senior Director of North America Services and serves as a key member of the Professional Services leadership team. The Director of Professional Services will oversee service delivery, operational performance, customer satisfaction, and strategic initiatives across implementation and consulting teams. This leader will drive consistency, scalability, and operational excellence while ensuring successful client outcomes and alignment with company growth objectives. The ideal candidate combines strong leadership capabilities with deep experience managing enterprise software implementations, professional services operations, and customer engagement strategies.

Key Responsibilities

• Partner with the Senior Director of North America Services and leadership team to define operational goals, strategic initiatives, and organizational priorities that support growth, profitability, and customer success.
• Lead day-to-day operations for Professional Services delivery teams supporting Expert and Sierra solutions across cloud and on-premise environments.
• Build and scale a high-performing services organization focused on quality delivery, operational efficiency, accountability, and customer satisfaction.
• Collaborate cross-functionally with Sales, Product Management, Product Development, Support, and Customer Success to ensure alignment across business objectives and client needs.
• Manage customer relationships and executive-level communications for strategic accounts within the Professional Services portfolio.
• Drive achievement of Professional Services revenue, utilization, margin, forecasting, and operational performance targets.
• Develop and implement repeatable methodologies, governance standards, and best practices to improve delivery consistency and project outcomes.
• Monitor and manage key operational metrics and KPIs, including: Billable utilization, Project profitability, Resource forecasting, Customer satisfaction, Delivery performance, Project health indicators.
• Identify opportunities to improve scalability, automation, and operational efficiency across service delivery processes.
• Establish project governance frameworks, escalation procedures, and risk management practices to proactively address customer and delivery challenges.
• Drive accountability and transparency through dashboards, reporting, and project management tools that provide visibility into delivery performance and customer engagements.
• Lead continuous improvement initiatives focused on delivery quality, operational rigor, and predictable customer outcomes.
• Partner with Sales and Services leadership on go-to-market strategies, implementation planning, and customer engagement models.
• Support resource planning, staffing strategies, and talent development initiatives to ensure organizational readiness and growth.
• Mentor, coach, and develop Professional Services managers, consultants, and project leadership teams.

Qualifications

• Proven leadership experience managing Professional Services, Consulting, or Implementation teams within enterprise software or technology organizations.
• Demonstrated success driving operational excellence, organizational change, and scalable delivery practices.
• Experience leading enterprise software implementations in cloud and/or on-premise environments.
• Strong understanding of Professional Services operational metrics, forecasting, utilization management, and delivery governance.
• Experience implementing project management methodologies, tools, and best practices that support efficient and repeatable service delivery.
• Excellent communication, collaboration, and stakeholder management skills, including experience working with executive leadership and strategic customers.
• Strong customer‑centric mindset with a passion for delivering successful implementations and high levels of client satisfaction.
• Ability to lead cross‑functional initiatives and influence outcomes across multiple business areas.
• Experience within the legal technology industry or professional services market is preferred.
• Experience with financial management, ERP or business management software solutions is preferred.