Executive Director, Product Consulting

NASCO•Brookside, DE

5d•Remote

About The Position

The Executive Director of Product Consulting leads a market-driven practice focused on delivering exceptional customer outcomes and driving business growth through satisfaction and loyalty. This strategic leader defines and evolves the Product Consulting function, leveraging deep expertise in commercial consulting and SaaS to shape engagement frameworks, enable product adoption, and ensure measurable results for clients. As a player/coach, this role guides product consultants, fosters strong customer relationships, and owns departmental financials, including P&L and resource allocation. The Executive Director drives cross-functional collaboration across product, professional services, and customer success, identifying retention and upsell opportunities to maximize customer value. This position requires a proven track record in technology consulting, a strategic mindset with healthcare industry knowledge, and the ability to lead teams in delivering outstanding customer experiences. The role is ideal for a self-driven leader who excels in autonomy, customer value creation, and strategic execution.

Requirements

Demonstrates deep technical understanding of SaaS architectures, cloud platforms, integrations, and data security
Utilizes data-driven insights including ARR/MRR growth, churn, NRR, CAC, and LTV:CAC to guide strategy and measure performance
Champions customer success and retention, focusing on outcomes, expansion, and satisfaction
Conducts market and competitive analysis to inform strategic product positioning and go-to-market strategies
Translates strategic vision into business outcomes through financial acumen and P&L ownership
Leads change and fosters adaptability in a fast-paced, product-centric environment
Cultivates innovation through experimentation, rapid prototyping, and customer feedback loops
Builds strong cross-functional partnerships across product, engineering, sales, marketing, and customer success to drive product adoption and cohesive delivery
Demonstrates exceptional communication, negotiation, and relationship-building abilities with both technical and non-technical stakeholders
Mentors and develops high-performing teams, influencing cross-functional stakeholders and driving hands-on execution as a player/coach
10 years in product consulting, customer success, or solutions delivery within a commercial product & services organization.
5 years in senior leadership (Director/VP-level) overseeing customer-facing consulting or engagement practices.
Demonstrated player/coach capability simultaneously leads teams and contributes hands-on to key engagements.
Demonstrated experience with SaaS business models, including recurring revenue, customer retention, and expansion strategies
Proven track record leading cross-functional teams and scaling consulting practices in high-growth environments
Strong technical fluency with SaaS architectures, integrations, and compliance frameworks
Bachelor's degree in Business Administration, Product Management, Marketing, Information Technology or related field, or equivalent experience

Nice To Haves

Demonstrates advanced product strategy skills, translating customer insights and market trends into actionable product roadmap recommendations
Leads organizational change and scaling initiatives in SaaS environments, fostering adaptability and continuous improvement
Exhibits technical fluency with SaaS architectures, APIs, integrations, and compliance frameworks
Applies agile methodologies and iterative delivery practices to drive rapid product and service enhancements
Manages executive-level stakeholders and cross-functional alignment, including board-level presentations and enterprise client engagement
Drives innovation and experimentation, championing new approaches to deliver differentiated customer value

Responsibilities

Establishes and evolves a market-led engagement practice with a strong customer success and value orientation
Develops and deploys repeatable frameworks, guides, and playbooks for product consultants to ensure consistent engagement delivery
Conducts needs assessments and designs tailored engagement approaches for diverse customer requirements
Oversees adoption enablement activities, including configuration, onboarding support, and customer education
Creates case studies and customer testimonials to showcase success and value realization
Leads proposal design, pricing strategies, and negotiation to secure new and expanded engagements
Optimizes departmental financial performance and resource allocation by owning P&L, budget, and strategic planning, ensuring alignment with organizational objectives and maximizing cost efficiency through effective management of internal and external talent
Defines and communicates the vision and strategic direction for product consulting initiatives, ensuring alignment with company goals. Drives departmental objectives and business outcomes by leveraging data and metrics to inform decisions, continuously improving processes and maximizing customer value
Aligns resources and talent across Product Consulting, Implementations, and customization delivery
Leads, manages, and influences a team through talent acquisition, coaching, training, performance evaluation, and ongoing feedback. Leads and develops high-performing teams through effective talent acquisition, coaching, performance management, and continuous feedback, fostering a culture of innovation and accountability
Fosters collaboration across product, sales, and customer success teams to deliver holistic solutions and seamless customer experiences
Cultivates deep relationships with key accounts, conducts strategic business reviews, and informs product development based on customer feedback

Benefits

Choice of Blue Cross Blue Shield Medical, Dental, and Vision Plans
Telehealthcare – for Medical and Behavioral visits
Generous PTO with buy/sell options
9 Company holidays, a floating day off, and a day off for volunteering
Employee Assistance Program
Wellness program - earn insurance discounts or credit towards health-related items
401K Plan with employer matching contributions
Company-funded spending/reimbursement accounts to help with out-of-pocket medical expenses
Bonus and Recognition programs
Tuition Assistance
Consultation with financial planner
Basic Life & AD&D Insurance, Short and Long-Term Disability Insurance provided, and Supplemental Term Life Insurance is available
Group Discount programs - mobile, technology services, etc., to help you save money
E-Learning – Comprehensive and current library of e-learning and performance support assets, available on demand and at no cost