Director, Professional Services

Everway

3d

About The Position

At Everway (formerly n2y/Texthelp), our goal is to lead the world in Neurotechnology software, helping transform the way we understand and are understood. We’re a global community of over 500 team members spanning seven countries, including the UK, USA, Norway, Denmark, Sweden, Australia, and New Zealand. By understanding and addressing the unique needs of each individual, we're creating a world where differences are recognized and valued. A world where everyone can thrive. We can only achieve our goals and continue to grow by having high performing people in our team, people who share our goals and are passionate about our mission. We pride ourselves on our core values that are embedded within our culture. These are to be curious, have courage, and commit fully. Join us at Everway - together, we can unlock the full potential of every mind. 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.

Requirements

• 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.

Nice To Haves

• 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.

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.

Benefits

• Join our team and enjoy a competitive salary with bonus opportunities, flexible work schedules, and comprehensive health and wellness benefits.
• We offer flexible time off plans, career growth through development programs, and a collaborative, innovative culture where your ideas matter.
• Ready to make an impact? Apply today and be part of a company that invests in your success!

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed