Director, Professional Services - Utilities

Entrata; United States; Remote; USD 129,000 - 208,000; Full time

Job summary

Entrata seeks a Director of Professional Services to lead implementation and service delivery strategies. This role focuses on building high-performing teams, ensuring operational consistency, and collaborating across functions to enhance customer experience. Ideal candidates will have a strong background in software implementation and team leadership.

Benefits

Flexible and transparent culture

Comprehensive medical, dental, and vision coverage

401(k) with employer matching

Wellness initiatives promoting physical and mental well-being

Family-centric leave policies

Entrata Cares programs for volunteerism

Exclusive cell phone plan discounts

Bi-annual swag drops for employees

Qualifications

• 5+ years of progressive experience in software implementation, client delivery, or professional services.
• Proven track record of leading high-performing teams and delivering measurable results.
• Strong operational acumen and ability to manage budgets.

Responsibilities

• Execute the implementation and professional services strategy within the assigned business unit.
• Translate high-level strategies into tactical plans for consistent execution.
• Own performance management and development planning for direct reports.

Skills

Communication

Stakeholder Management

Operational Acumen

Education

Bachelor’s degree in Business, Finance, Technology, or a related field

Job description

Since its inception in 2003, driven by visionary college students transforming online rent payment, Entrata has evolved into a global leader serving property owners, managers, and residents. Honored with prestigious awards like the Utah Business Fast 50, Silicon Slopes Hall of Fame - Software Company - 2022, Women Tech Council Shatter List, our comprehensive software suite spans rent payments, insurance, leasing, maintenance, marketing, and communication tools, reshaping property management worldwide.

Our 2200+ global team members embody intelligence and adaptability, engaging actively from top executives to part-time employees. With offices across Utah, Texas, India, Israel, and the Netherlands, Entrata blends startup innovation with established stability, evident in our transparent communication values and executive town halls. Our product isn't just desirable; it's industry essential. At Entrata, we passionately refine living experiences, uphold collective excellence, embrace boldness and resilience, and prioritize different perspectives, endeavoring to craft a better world to live in.

Reporting to the SVP of Professional Services, the Dir, Professional Services role is accountable for executing the implementation and service delivery strategies that lead to the successful implementation of Entrata’s Operating System. Directors are expected to lead their teams in delivering against key metrics such as implemented ACV, time to value (TTV), forecast accuracy, and customer satisfaction (CSAT), while ensuring a consistent and high-quality customer experience.

With a strong focus on organizational design and talent development, the Director is accountable for building high-performing teams—hiring, coaching, and, when necessary, making tough calls to uphold a culture of accountability and excellence. The Director leads a team of managers and individual contributors and plays a critical role in operational execution and cross-functional collaboration. While contributing to the evolution of delivery methodologies and practices, the Director is ultimately responsible for executing on strategies set at the senior leadership level. This role requires a hands-on leader who can drive performance, ensure operational consistency, and maintain a relentless focus on outcomes.

This leader also plays a key role in cross-functional collaboration—partnering with Sales, Product, and Customer Success to ensure effective handoffs, aligned expectations, and a unified customer experience throughout the lifecycle. Directors interact regularly with senior management, executives, and major customers, including navigating high-stakes conversations and negotiations that have significant business impact. They reconcile multiple stakeholder perspectives to drive aligned execution and measurable business outcomes.

In addition, Directors are expected to recommend and influence strategy within their department or function, owning the development of objectives across one or more job families or sub-departments. They typically operate with a planning horizon of 1–2 years.

Responsibilities

• Operational Execution & Team Performance:
• Execute the implementation and professional services strategy within the assigned business unit(s), aligning with company-wide goals for implemented ACV, TTV, forecast accuracy, and CSAT.
• Translate high-level strategies into tactical plans, ensuring consistent and repeatable execution across teams.
• Maintain operational cadence and rigor by driving adoption of dashboards, pipeline management, and performance metrics.
• Identify and escalate systemic blockers or risks to the SVP, and contribute to problem-solving in partnership with senior leadership.
• Serve as the escalation point for customer issues within the business unit, ensuring swift resolution and alignment with Entrata’s brand and service standards.

• Talent Development & Leadership:
• Execute department hiring strategies; attract, develop, and retain top talent while maintaining a high-performance culture.
• Provide day-to-day coaching and support for managers and ICs, including structured 1:1s, team meetings, and quarterly skip-level check-ins.
• Own performance management and development planning for direct reports, and ensure alignment with company values and expectations.
• Hold teams accountable to key delivery KPIs such as utilization, velocity, quality, and SOP adherence.
• Support career development by identifying growth opportunities and readiness for advancement.
• Uphold a culture of excellence, providing timely and actionable feedback while making tough personnel decisions when necessary to maintain team standards.

• Cross-Functional Execution:
• Effectively partner with Sales, Customer Success, and Product to ensure seamless execution of cross-functional processes such as handoffs, feedback loops, and early customer engagement.
• Collaborate with internal operations and tooling teams to execute system rollouts and ensure team adoption.
• Interact with executives and major customers on high-impact engagements, representing the department and navigating business-critical issues.
• Reconcile competing stakeholder priorities across functions to deliver cohesive and customer-centric solutions.
• Recommend and influence strategy for their respective department or sub-function; own the development of annual and multi-year objectives across assigned job families.

Minimum Qualifications

• Bachelor’s degree in Business, Finance, Technology, or a related field
• 5+ years of progressive experience in software implementation, client delivery, or professional services, including direct people leadership
• Proven track record of leading high-performing teams and delivering measurable results in a metrics-driven environment (e.g., TTV, ACV, CSAT, forecast accuracy)
• Demonstrated ability to manage through layers of leadership, including coaching managers and individual contributors
• Strong communication and stakeholder management skills, with experience resolving complex implementation issues
• Comfortable operating in a fast-paced environment and executing decisions made at senior leadership levels
• Strong operational acumen and ability to manage budgets and resource plans within the scope of assigned business unit(s)

Preferred Qualifications

• Experience in the multifamily, proptech, or real estate technology sectors
• Background managing geographically dispersed teams
• Deep understanding of software implementation lifecycle, methodologies, and tools
• Project Management Professional (PMP), Agile certification, or similar delivery credential
• MBA or relevant master’s degree
• Experience leading teams during periods of scale, transformation, or high-growth

$129,900 - $208,000 a year

This band covers the full salary range for the role. Your offer within this range will depend on factors like experience, skills, and internal equity.

#LI-Remote

Benefits:

Flexible and transparent culture with remote and hybrid work options, generous vacation time, and frequent company recharge days for work-life balance.

Comprehensive medical, dental, and vision coverage, including fertility benefits, available for eligible employees and their families.

HSA/FSA options and employer-paid disability benefits provided for eligible employees.

Access to 401(k) or similar retirement plans with employer matching for eligible employees, ensuring long-term financial security.

Wellness initiatives promoting physical and mental well-being, access to an onsite gym at HQ, mental health resources, wellness challenges, and employee assistance programs.

Family-centric leave policies supporting new parents during significant life events.

Entrata Cares programs offering opportunities for volunteerism, charity events, and giving back to our community.

Exclusive Previ cell phone plan and discounts on services or local business partnerships for additional employee benefits.

Bi-annual swag drops for employees

Currently, Entrata hires in Arizona, Idaho, Nevada, Utah, Wyoming, Texas, North Carolina, Florida, Georgia, South Carolina, Ohio, Pennsylvania, Illinois, and Tennessee for Exempt roles and Arizona, Idaho, Utah, Wyoming, Texas, North Carolina, and Florida for Non-Exempt roles. If you choose to apply and do not live in one of these states, your application may be reviewed on a case-by-case basis and salary ranges will be provided if required by state law

But members of the Entrata team aren’t just intelligent and ambitious, they’re the living embodiment of another core Value: “Excellent Alone, Better Together.” Entrata is dedicated to creating a workplace where a diverse and inclusive team thrives in an environment free from discrimination. We provide equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, protected veteran status, or any other applicable characteristics protected by law.

It’s a great place to work! Will you join us?