Director, Professional Services

Summary

Join Entrata as Director of Professional Services, reporting to the SVP, and lead the execution of implementation and service delivery strategies for Entrata’s Operating System. You will build and mentor high-performing teams, focusing on key metrics like ACV, TTV, forecast accuracy, and CSAT. This role demands strong cross-functional collaboration with Sales, Product, and Customer Success to ensure a unified customer experience. You will interact with senior management and major clients, navigating high-stakes discussions and negotiations. Strategic influence within the department is expected, with a planning horizon of 1-2 years. The ideal candidate is a hands-on leader who drives performance, ensures operational consistency, and maintains a relentless focus on outcomes.

Requirements

• 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)

Responsibilities

• 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
• 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
• 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

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

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