Director, Professional Services

Billtrust US Careers

1d•$147,000 - $189,000

About The Position

The Director, Professional Services is a critical leadership role responsible for driving the implementation business across Billtrust’s Project Management and Business Analysis teams. You will lead a team of Engagement and Practice leaders, ensuring excellence in service delivery across all consulting engagements and customer implementations while setting a high standard for quality, consistency, and continuous improvement—using AI tools to improve operational visibility, delivery forecasting, and team efficiency. This role demands deep PS expertise and P&L accountability, serving as an escalation point for delivery matters, driving cross-functional alignment, and partnering with Sales, Finance, Product, and Development to keep the PS organization focused on customer satisfaction and business growth.

Requirements

7-9+ years of relevant experience, including 3+ years leading cross-functional PS teams and 3+ years delivering projects and selling services in software/SaaS.
Strong written and verbal communication skills with demonstrated success in facilitation and cross-functional stakeholder engagement.
Excellent client management instincts with a proven ability to build effective working relationships with client partners.
P&L ownership experience with accountability for PS revenue, margin, and forecasting.
Proven ability to develop methodologies and operational frameworks that differentiate PS delivery.
Track record driving AI adoption across a PS team to improve operational efficiency and delivery outcomes.

Nice To Haves

Degree or postgraduate degree in Business or a related field, or equivalent work experience.
Experience in order-to-cash, fintech, or B2B SaaS environments.
Track record using AI-powered tools to improve delivery forecasting, operational visibility, and PS organization efficiency.

Responsibilities

Provide leadership across Billtrust’s Professional Services Organization to deliver a world-class, value-add experience to customers and drive product and usage expansion.
Ensure all projects meet client requirements and deliver high customer satisfaction and reference-ability.
Drive continuous innovation and process improvement to help customers increase ROI on their Billtrust investment and deliver with quality and consistency.
Serve as an escalation point for delivery issues within the Professional Services organization.
Use AI tools to improve delivery visibility, forecast accuracy, and operational efficiency across the PS organization.
Own P&L responsibility for the PS department, meeting revenue and profit budgets and maintaining an accurate forecast.
Meet revenue and profit targets with accountability for the financial performance of the PS organization.
Advance PS capabilities through process improvements, tooling, partnerships, and automation that drive efficiency and profitability.
Support selling efforts, including pitching PS engagements, negotiating agreements, and contributing to SOW creation.
Recruit, manage, and coach a diverse team of talented managers and individual contributors.
Partner strongly with Customer Support & Success, Finance, Sales, Product, and Development to ensure cross-functional alignment focused on customer satisfaction and growth.
Experience developing methodologies that differentiate the PS organization from the competition.
Maintain operational experience including creation of SOWs, rules of engagement, and contracts.
Experience developing new business and nurturing existing client relationships.
Other duties as assigned.