Director, Professional Services

Emburse•Dallas, TX

1d•Hybrid

About The Position

The Director, Implementation is a senior delivery leader responsible for the end-to-end onboarding and configuration of Emburse's enterprise travel and expense management solutions. This role owns the implementation lifecycle for complex, multi-entity, multi-integration Enterprise-tier engagements, from pre-sales scoping through go-live and handover to Customer Success and Support. You will lead a team of Implementation Consultants and Project Managers, build and enforce delivery standards, drive margin-positive outcomes, and serve as the primary delivery escalation point for your book of enterprise accounts. You operate at the intersection of delivery execution, delivery economics, and customer relationship management. This role reports to the Senior Director, Professional Services (Americas) and partners closely with Customer Success, Sales, and Product on pre-sales engagements, handover protocols, and continuous improvement of the Emburse implementation methodology.

Requirements

8+ years of experience in professional services, implementation, or consulting within the enterprise B2B SaaS sector
At least 5 years in a dedicated leadership or people management role, with a proven ability to develop and hold high-performing delivery teams accountable
Demonstrated success delivering multi-workstream enterprise software implementations, ideally within Finance, Procurement, ERP, or T&E solutions
Proven experience with P&L ownership or delivery margin accountability, demonstrating a deep understanding of services delivery economics
Expertise in scoping and estimating enterprise implementations, including developing and negotiating detailed Statements of Work (SOWs)
Mastery of risk management, milestone governance, resource allocation, and cross-functional stakeholder communications
Working knowledge of corporate card programs, expense policy configuration, travel booking workflows, and AP/invoice automation
Knowledge of enterprise integrations such as ERP connectors (SAP, Oracle, NetSuite), SSO/SAML, HRIS data feeds, and financial data exports
Exceptional clarity and directness in written and verbal communication across all organizational levels
Ability to utilize KPIs and structured data to drive organizational change and build scalable, repeatable delivery systems

Nice To Haves

Experience with GDS environments (Sabre, Amadeus, Travelport) or TMC workflow integrations is considered a significant advantage
Proficiency in using CRM and PSA tools, such as Salesforce and Certinia/FinancialForce, for project tracking and revenue recognition

Responsibilities

Own the implementation lifecycle for Enterprise-tier accounts, ensuring high-quality, predictable, and repeatable delivery from SOW execution through go-live.
Lead, coach, and develop a team of Implementation Consultants and Project Managers, setting clear performance expectations and holding the team to high delivery standards.
Enforce structured project plans, milestone governance, risk escalation protocols, and professional executive-status communications across the portfolio.
Own and track delivery margins and P&L contributions, identifying levers to improve profitability and efficiency without sacrificing quality.
Collaborate with Sales and Solutions Engineering on complex pursuits to ensure SOWs are realistic, properly estimated, and protect services margins.
Build executive-level relationships as a trusted delivery advisor, leading project kick-offs, steering committees, and go-live readiness reviews.
Serve as the primary senior delivery escalation point for at-risk accounts, proactively mobilizing resources to recover project trajectory.
Champion and enforce the Emburse PS delivery methodology, driving continuous improvement in templates, playbooks, and onboarding frameworks.
Define and track critical implementation KPIs, including time-to-go-live, hours per engagement, CSAT, and project margins.
Partner with Product and Engineering to advocate for configuration and integration improvements that accelerate customer time-to-value.
Ensure a seamless, structured handover to Customer Success and Support at go-live, providing fully documented configurations and stable account states.
Participate in forecasting demand by engagement type and support strategic hiring decisions to ensure proper staffing and sequencing.