Director Professional Services

New

Skills

Ai Customer Experience Director Etl Leadership Machine Learning Project Management SaaS Salesforce Snowflake Zendesk

SupportLogic is seeking a passionate Director of Professional Services to lead a world-class team focused on empowering global enterprises to maximize their customer support operations. You will drive customer success from onboarding through continuous enablement, collaborating across departments to deliver exceptional experiences and strategic outcomes. This is a unique opportunity to shape the future of customer support in a fast-growing, AI-driven SaaS environment.

Job Overview

As the Director of Professional Services, you will champion everboarding initiatives, ensuring customers continuously extract value from our platform. You will mentor your team, enhance operational efficiency, and partner with Sales, Product, Engineering, and Support to advocate for customer needs and drive process improvements.

Key Responsibilities

Lead and develop the Professional Services team, fostering career growth and high performance.
Drive everboarding initiatives to ensure ongoing customer education and product adoption.
Collaborate cross-functionally to deliver consistent, best-in-class customer experiences.
Scope, define, and write clear Statements of Work (SOWs) for new implementations and expansions.
Serve as an escalation point for complex projects, ensuring timely and effective issue resolution.
Support pre-sales activities, including scoping, estimation, and resource planning for services engagements.
Measure and report on key performance indicators related to onboarding, services efficiency, and customer satisfaction.
Continuously improve delivery processes, playbooks, and project management tools for scalability.
Identify opportunities to drive revenue through value-added service offerings.

Required Skills & Qualifications

Demonstrated leadership in customer relationship management, ideally in a SaaS startup.
Direct experience in people management and team development.
Proven track record in selling, scoping, and delivering SaaS products to enterprise clients.
Expertise in drafting and negotiating Statements of Work (SOWs).
Experience managing cross-functional and global teams.
Strong understanding of AI, Machine Learning, and Natural Language Processing (NLP).
Solid knowledge of ETL and database technologies (e.g., Fivetran, Snowflake).
Proficiency with CRM systems such as Salesforce, ServiceNow, Zendesk, and Microsoft Dynamics.
Highly organized, adept at prioritizing multiple complex engagements.
Passionate about customer experience and team transformation.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: 12 Months

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