Senior Director, Global Client Success

PRGX Global, Inc•Atlanta, GA

About The Position

The Sr. Director serves as a key leader in PRGX’s operational transformation, shaping the strategy and roadmap and leading cross-functional workstreams to strengthen global resource sharing, standardize tools and operating practices, and improve scalability, consistency, and efficiency across audit and product operations. The role also leads the operational customer lifecycle, ensuring clients successfully onboard, adopt, operate, and realize measurable value from PRGX solutions. Responsibilities span implementation governance, migrations, product adoption, support and incident readiness, customer health, enablement, and value realization. The Sr. Director leads the Client Success team in capturing customer feedback, identifying product enhancements, and partnering with Product Management to improve the customer experience, adoption, and realized value. The role partners with Sales and Account Management by providing insights into adoption, utilization, operational performance, customer health, and realized value to support client retention, expansion, and renewals.

Requirements

10+ years of experience in Product Operations, Client Success, Professional Services, Product Management, IT Service Management, SaaS Operations, or related leadership functions.
5+ years leading cross-functional teams in enterprise software, analytics, technology-enabled services, or SaaS environments.
Experience owning onboarding, implementations, migrations, support readiness, enablement, customer adoption, and value realization programs.
Strong understanding of customer lifecycle operations, service delivery, product release readiness, support governance, and operational metrics.
Proven ability to build scalable operating models, governance frameworks, playbooks, scorecards, and executive reporting.
Demonstrated ability to partner across Product, Engineering, Analytics, Implementation, Sales, Account Management, and customer-facing teams.
Strong executive communication, stakeholder management, analytical problem-solving, and decision-making skills.
Must be authorized to work in the United States without sponsorship
English required

Nice To Haves

Experience in enterprise SaaS, analytics, recovery audit, procurement, supplier collaboration, finance operations, compliance, or enterprise platform software.
Experience leading global, cross functional or distributed teams.
Experience leading enterprise or global operational transformation initiatives – process, tools, resource models
Familiarity with ITIL/ITSM practices, customer health models, product analytics, Agile practices, automation, and AI-enabled workflows.
Relevant certifications or advanced business leadership experience preferred.
additional languages a plus based on client and regional needs.

Responsibilities

Lead Product Operations strategy, governance, and execution across PRGX products.
Establish scalable operational frameworks for onboarding, implementation, migration, enablement, support readiness, and release readiness.
Develop and maintain product operations, playbooks, runbooks, knowledge standards, and communication processes.
Partner with Product Management and Engineering to operationalize new capabilities, product enhancements, and platform changes.
Own customer onboarding, adoption, enablement, and value realization programs.
Create success frameworks that accelerate time-to-value and improve customer outcomes.
Establish customer health monitoring, adoption reporting, utilization tracking, and operational risk identification.
Lead proactive engagement programs that improve adoption, satisfaction, and customer experience.
Provide Sales and Account Management with value realization metrics, adoption reporting, and customer outcome data to support renewal readiness, without owning commercial renewal activities.
Lead Product Support and client-facing technical advocacy functions.
Establish operational metrics, service delivery standards, escalation paths, and support governance.
Ensure adherence to SLAs, incident management procedures, escalation processes, and service governance standards.
Drive root cause reduction, recurring issue elimination, knowledge management, documentation quality, and self-service improvements.
Oversee onboarding, implementation, migration, deployment readiness, and client transition governance.
Establish standards for implementation quality, migration readiness, risk management, and change coordination.
Partner with Implementation, Product, Engineering, Analytics, and Client Success teams to reduce onboarding and migration cycle times while improving customer outcomes.
Ensure product transitions are supported by training, documentation, support readiness, hyper care, and success measurement.
Lead select cross-functional operational transformation workstreams as part of the overall PRGX ops transformation plan.
Develop operational KPIs, scorecards, and executive dashboards that provide visibility into adoption, support, readiness, customer health, and value realization.
Drive automation and process standardization across onboarding, support, enablement, reporting, and service management workflows.
Use customer feedback, service metrics, product utilization data, and operational trends to identify improvement opportunities.
Serve as the operational voice of the customer across Product, Engineering, Analytics, Implementation, Sales, and Services.