Director, Professional Services - Commercial
Location: Raleigh
Posted on: June 23, 2025
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Job Description:
We seek a dynamic and experienced Director of Professional
Services, to join our Services team. This role will cover the
Americas, the Commercial segment of the business, focused on
delightful customer experience, scoping and delivering services to
drive business outcomes, and accelerating the customer journey with
Pendo. You will partner with cross-functional leaders in sales,
solutions engineering, customer success, and other Services
leaders. The ideal candidate will have a proven track record in
leading professional services teams within the SaaS industry and
working with commercial and midmarket customers. This role will
report directly to the Vice President, Professional Services
(Global). Role Responsibilities • Leadership and Strategy: Lead the
Professional Services team of consultants, project managers, and
Managers to deliver exceptional customer experience. • Sales and
Revenue management - responsible for booking and revenue goals for
the theater/segment. • Team management - drive productivity and
utilization of the team to exceed company goals. • Profit and Loss
(P&L) Management: Ensure services revenue and cost is driving
profitability within the theater/segment. • Services Leadership -
Act as a key stakeholder in driving process improvements and new
service offerings to help Pendo customers get value. • Team
Development and Growth: Recruit, mentor, and develop a
high-performing team. Foster a culture of continuous improvement,
evolution, and professional growth. Balance time effectively
between our recurring services offerings, one-time services
offerings, and transformational services offerings. •
Cross-Functional Collaboration: Work closely with Sales, Customer
Success, and Product teams to align strategies and ensure cohesive
growth and customer success. Create short-term programs to redeploy
customers who need a value reset. • Customer Relationship
Management: Build and maintain strong relationships with key
clients, understanding their needs and ensuring their success with
Pendos platform and offers. Minimum Qualifications • Bachelor’s
degree in Business, Management, or a related field; Master’s degree
preferred. • Minimum of 10 years of experience in professional
services, with at least 5 years in a leadership role within a SaaS
company. • Demonstrated experience in managing consulting teams and
delivering services to Enterprise customers • Proven ability to
lead and scale professional services teams in a high-growth
environment. • Excellent communication, leadership, motivation, and
strategic thinking skills. • Deep understanding of the SaaS
industry and customer value dynamics. • Strong ability to work
cross-functionally with all areas of the overall business. •
Success record of growth and supporting multiple segments of
services business Preferred Qualifications • Worked within a
pre-IPO stage startup environment with the ability to execute at a
fast pace • Worked in leading technical teams and can communicate
technical differentiators and scope large complex engagements.
Keywords: , Greensboro , Director, Professional Services - Commercial, IT / Software / Systems , Raleigh, North Carolina
