Fast Facts
The Director of Professional Services will lead the Implementation and Professional Learning teams to ensure successful onboarding and high-quality training, aimed at maximizing customer satisfaction and product adoption.
Responsibilities: Oversee customer onboarding, enhance training programs, lead high-performing teams, and collaborate with cross-functional stakeholders to improve service delivery and operational efficiency.
Skills: Strong leadership, strategic planning, excellent communication, and proficiency in CRM and project management tools.
Qualifications: 5+ years in service delivery roles with 3+ years in leadership; advanced degree in a relevant field is desirable; experience in EdTech or education institutions is a plus.
Location: Remote, USA
Compensation: Not provided by employer. Typical compensation ranges for this position are between $130,000 - $180,000.
About the role
The Director of Professional Services leads the combined Implementation and Professional Learning functions, shaping the strategic vision, operations, and delivery of all post-sales services. This role ensures that new customers onboard successfully, reach Time to Value efficiently, and receive high-quality professional learning that drives product adoption, customer satisfaction, and long-term retention.
Overseeing managers, implementation specialists, instructional designers, and educational consultants, the Director creates scalable processes, ensures service excellence, and fosters a high-performing, customer-centric culture. This leader collaborates closely with Sales, Customer Success, and Product to deliver a seamless, outcomes-driven customer journey.
Main Responsibilities
Strategic Leadership & Vision
- Develop and implement a unified strategic vision for the Professional Services organization that drives customer success, product adoption, and operational excellence.
- Align departmental goals, processes, and performance metrics with broader company objectives and revenue strategies.
- Lead cross-functional collaboration to ensure a seamless transition from Sales through Implementation and Professional Learning.
Implementation Leadership
- Oversee the end-to-end implementation process, ensuring consistent, efficient, and high-quality customer onboarding experiences.
- Establish, monitor, and optimize KPIs—including Time to Value (TTV), project timelines, customer satisfaction, service margins, and quality measures.
- Manage resource planning and capacity models to support multiple concurrent implementations while meeting critical project milestones.
- Serve as an escalation point for complex or high-impact implementations, ensuring timely and customer-focused resolution.
Professional Learning Leadership
- Oversee the design, delivery, and continuous improvement of professional learning programs.
- Ensure training experiences are pedagogically sound, engaging, and aligned with product updates and customer needs.
- Guide the development of high-quality training resources, assets, and learning pathways that support scalable, consistent service delivery.
- Monitor industry trends and customer feedback to drive innovation and maintain a best-in-class learning experience.
Team Management & Development
- Lead, mentor, and coach managers and their teams across Implementation and Professional Learning.
- Own performance management and talent development across the Professional Services organization, including goal setting, addressing underperformance, and succession planning
- Build a positive, high-performance culture that prioritizes customer outcomes, accountability, and professional growth.
- Support hiring, onboarding, and skill development to scale the department effectively.
Operational Excellence & Continuous Improvement
- Create and optimize scalable processes, systems, and tools to support efficient, consistent, and repeatable service delivery.
- Use data insights, customer feedback, and performance metrics to refine processes and enhance customer experience.
- Oversee departmental budgeting, financial planning, and resource allocation.
Stakeholder Collaboration & Reporting
- Partner with Sales, Customer Success, and Product leadership to align on customer goals, handoffs, and lifecycle strategy.
- Conduct executive-level reporting on performance, successes, risks, and areas for improvement.
- Promote a culture of collaboration, transparency, and customer-centric excellence across all service functions.
Essential Criteria
- 5+ years of experience in customer implementation, professional learning, customer success, or related service delivery roles, with at least 3 years in a leadership capacity.
- Proven experience designing, scaling, and optimizing service delivery programs (implementation, training, onboarding, or professional learning).
- Strong strategic and operational mindset, with experience improving efficiency through processes, tools, and data-driven decision making.
- Demonstrated success leading high-performing teams and fostering a positive, customer-focused culture.
- Exceptional communication, presentation, and relationship-building skills across cross-functional teams and with senior stakeholders.
- Proficiency with CRM and project management tools; experience utilizing data and KPIs to guide decisions and measure impact.
Desirable Criteria
- Advanced degree in Education, Business, or a related field.
- Experience in EdTech or working with K–12 or higher education institutions.
- Knowledge of instructional design, adult learning theory, or educational best practices.
- Experience developing scalable training or onboarding programs.
- Familiarity with Learning Management Systems (LMS), CRM technologies, and professional learning platforms.
Please submit your application on our website by Tuesday 13th January 2026.
Please note: applications may close early due to high demand, so early submission is encouraged.
