Director, Professional Services

Solutions by Text

About The Position

As Director, Professional Services, you will be responsible for driving the success of our customer onboarding program through the delivery of customer implementation projects related to our text messaging and payments solutions. You will also play a significant role, evolving our current operating model, identifying opportunities to enhance our customer experience, introducing agentic automation, and employing increased maturity across our onboarding/services processes, cross-functionally. You will use your prior leadership experience, SaaS/technology industry knowledge, and strong customer relationship skills to play a pivotal role, ensuring exceptional customer satisfaction and world class services execution.

Requirements

Bachelor's degree in business, project management, or related field.
Proven experience (minimum 7 years) in a Project Management or Services leadership role, preferably in the technology or software as a service (SaaS) industry.
Strong leadership skills with the ability to motivate, inspire, and guide cross-functional teams.
Demonstrated experience in driving project success, managing customer risks, and delivering high-quality results.
Excellent communication and interpersonal skills with ability to build strong customer relationships.
In-depth knowledge of project management methodologies, tools, and best practices.
Excellent organization and follow-up skills including the ability to handle competing priorities and meet all deadlines and commitments.
Excellent understanding and analytical ability managing KPI driven PS metrics.
Strong analytical and problem-solving skills, with a focus on process improvement.
Ability to work in a fast-paced, dynamic environment and manage multiple tasks simultaneously.
High level of proficiency of CRM (i.e. – Salesforce) and project management technologies.
Adhere to the Company's Code of Conduct/Ethics.
Create and maintain effective working relationships with other Company employees.
Ability to multi-task, prioritize, and manage time effectively.
Project a professional and appropriate company image in all dealings with customers, vendors, business partners and visitors.
Ensure security of information in all matters pertaining to company, customer, and consumer.
Demonstrate knowledge of all current standard UI reports and CRM.
Developed business judgement, sense of urgency, integrity, and accountability.
Team skills, training experience and exceptional presentation skills.
Maintain knowledge of the laws and regulatory guidelines affecting SBT, Customer and SWP compliance.
Attend training and information sessions to keep current with compliance laws and industry regulations including but not limited to FDCPA, TCPA, CTIA, HIPPA, JDPR, CASL, and PCI.

Nice To Haves

PMP certification or equivalent is a plus.

Responsibilities

Provide strategic direction and leadership to the Professional Services team, setting clear goals that align with organizational and company strategy.
Foster a culture of high performance, accountability, urgency, and customer centricity.
Guide effective project delivery policy inclusive of adherence to timelines, scope, milestone management, effective achievement of project goals.
Develop and implement project management methodologies, agentic automation, and best practices to drive successful customer outcomes.
Monitor project progress, identify customer and compliance risks, and implement mitigation strategies to ensure projects stay on course.
Collaborate, harmoniously, with cross-functional teams such as Sales, Compliance, Customer Success, and Support towards a unified onboarding effort.
Maintain a strong working relationship with Product and Technology to ensure issues are resolved swiftly and product roadmap is updated routinely.
Manage an effective P/L including budgeting, forecasting, and capacity planning.
Seek and define innovative service delivery strategies to drive new revenue opportunities.
Provide comprehensive, timely, accurate reporting of key metrics.
Continually assess current processes and workflows while seeking ways to improve.
Hire and develop Professional Services staff.
Direct, coordinate, implement and manage additional company-wide projects, as assigned.
Represent SBT at industry conferences as subject matter expert (as needed).