Director of Professional Services

Summary

Join SupportLogic as the Director of Professional Services and lead a world-class team, ensuring exceptional customer experiences throughout their journey. You will champion everboarding initiatives, maximizing customer value. Partner with various teams (Sales, Marketing, Support, Product, Engineering) to advocate for customers and drive process improvements. Mentor and develop your team, fostering growth and success. Drive cross-functional alignment to deliver customer outcomes, turning support into a strategic advantage. Scope and define project deliverables, develop SOWs, and lead the exploration of customer systems for successful solution deployment. Serve as an escalation point for complex issues and work closely with Sales for pre-sales activities. Define and report on KPIs, evaluate and improve internal processes, and identify revenue opportunities.

Requirements

• Demonstrated leadership in customer relationship management, ideally within a SaaS startup
• Direct people management experience — you love helping others grow and succeed
• Proven experience selling, scoping, and delivering SaaS products and services to enterprise customers
• Strong background in drafting and negotiating Statements of Work (SOWs) and defining project scope
• Proven track record of leading cross-functional teams to deliver results
• Experience leading distributed or global teams across time zones and geographies
• In-depth understanding of AI, Machine Learning, and Natural Language Processing (NLP) concepts
• Solid knowledge of ETL and database technologies such as Fivetran and Snowflake
• Strong grasp of CRM systems like Salesforce, ServiceNow, Zendesk, and Microsoft Dynamics
• Thrive in a fast-paced, high-growth environment — startup life excites you
• Highly organized, able to prioritize and juggle multiple complex engagements
• Passionate about customer experience and the teams that drive that experience — you believe strong teams transform businesses

Responsibilities

• Partner cross-organizationally to deliver a consistent, best-in-class customer experience from first touch through renewal
• Champion usage and adoption programs to ensure customers continually extract maximum value from SupportLogic’s solutions — driving true everboarding initiatives
• Ensure the Onboarding and Services team follows industry best practices for customer engagement, delivery, and advocacy
• Collaborate with internal stakeholders to represent customer needs, identify process improvements, and capture competitive insights
• Lead, mentor, and grow the Professional Services team, supporting career development and high performance
• Drive cross-functional alignment to deliver customer outcomes that turn support into a strategic advantage
• Scope and define project deliverables for new customer implementations and expansions
• Develop and write clear, detailed Statements of Work (SOWs) that align customer needs with SupportLogic’s capabilities
• Lead the exploration and discovery of customer systems, processes, and data workflows to ensure successful solution design and deployment
• Serve as an escalation point for complex implementations and customer engagements, ensuring timely issue resolution
• Work closely with Sales to support pre-sales scoping, estimation, and resource planning for Professional Services engagements
• Define and report on key performance indicators (KPIs) related to onboarding & services efficiency, customer satisfaction, and services utilization
• Evaluate and improve internal delivery processes, playbooks, and project management tools to drive operational efficiency and scalability
• Identify opportunities to drive revenue through value-added service offerings and improved resource utilization