Director of Professional Services

Harris

3d•$110,000 - $125,000

About The Position

The Director of Professional Services will define and operationalize implementation methodologies for ERP, POS, and Student Information System software. This role involves leading a Professional Services (PS) team, managing remote, cross-functional teams, and ensuring successful project delivery aligned with revenue targets and client satisfaction. A key focus will be on AI strategy and adoption, embedding AI tools throughout the PS lifecycle to scale implementation capacity and improve efficiency. The Director will also be responsible for revenue expansion, customer growth, financial ownership of the Professional Services P&L, process development, and team leadership.

Requirements

Proven experience leading complex software implementation projects in ERP, Point-of-Sale, Student Information Systems, or comparable vertical market software domains.
Demonstrated success in building and scaling PS delivery processes from the ground up in a small-team, high-growth environment.
Strong financial management capability, including hands-on experience with percent-complete (EAC) revenue recognition, PS P&L ownership, WIP management, and revenue forecasting.
Demonstrated comfort operating a PS team at a revenue-to-operating-expense ratio of 2x or greater.
Concrete, hands-on experience applying AI tools in a project management or PS delivery context, with the ability to speak to past applications, outcomes, and a forward-looking vision.
Experience managing remote, cross-functional teams with accountability across distributed environments.
Servant-leader with the ability to apply structured methodologies internally while remaining approachable and relationship-centered with K-12 and higher education customers.
Results-driven, capable of defining relevant KPIs and milestones, then measuring progress to achieve long-term goals.

Nice To Haves

Vertical market software experience; Education technology (K-12 and/or higher-education) considered a strong asset.
Familiarity with IFRS revenue recognition policies.
Experience with project tracking tools (e.g., Jira, Smartsheet, MS Project).
Degree in Business Administration or Finance / Accounting, or equivalent operational experience.
PMP or equivalent certification, applied with the flexibility appropriate to an education-sector customer base.
Apply AI to extract insight from project data - identifying delivery patterns, risk indicators, and customer engagement trends that inform operational and revenue decisions.
Lead change management efforts to embed AI into team workflows, with measurable adoption expectations and AI fluency as an explicit component of team performance.

Responsibilities

Define and operationalize implementation methodologies for ERP, POS, and Student Information System software implementations.
Lead PS team members in project execution and perform direct customer-facing project management duties.
Ensure successful project delivery aligned with revenue targets and client satisfaction.
Manage remote, cross-functional teams of Application Consultants, technical specialists, and SMEs.
Treat AI adoption as a strategic imperative, embedding AI tools throughout the PS lifecycle.
Leverage AI tools to scale implementation capacity and improve efficiency.
Continuously evaluate and implement AI tools that accelerate project planning, automate documentation, and improve visibility.
Identify and act on organic revenue expansion opportunities within the existing customer base.
Collaborate with Sales and Account Management to surface PS opportunities.
Support late-stage new-name sales opportunities by contributing detailed implementation plans.
Own the Professional Services P&L, ensuring accountability for revenue-to-expense ratio.
Maintain rigorous monthly revenue forecasts.
Manage percent-complete (EAC) revenue recognition with accuracy.
Ensure compliance with revenue recognition standards.
Design project invoicing milestones that maintain healthy Working Capital.
Track and report KPIs including PS Ratio, utilization, effective hourly rate, and forecast accuracy.
Design scalable delivery frameworks, tracking tools, and standardized documentation.
Develop methodology explicitly designed to scale implementation volume.
Create commercially sound, operationally realistic Statements of Work and formal project documentation.
Mentor and support a team of Application Consultants with AI fluency as a component of performance.
Set clear performance standards, conduct regular evaluations, and own PS team recruiting.
Serve as a key member of the business unit leadership team, contributing to tactical and strategic planning.
Support Sales and Marketing through RFP responses, implementation methodology documentation, and go-to-market materials.