Director, Professional Services

End-to-End Delivery Leadership: Own the implementation lifecycle for Enterprise-tier accounts, ensuring high-quality, predictable, and repeatable delivery from SOW execution through go-live.

Team Development & Accountability: Lead, coach, and develop a team of Implementation Consultants and Project Managers, setting clear performance expectations and holding the team to high delivery standards.

Delivery Rigor & Governance: Enforce structured project plans, milestone governance, risk escalation protocols, and professional executive-status communications across the portfolio.

Strategic Portfolio Economics: Own and track delivery margins and P&L contributions, identifying levers to improve profitability and efficiency without sacrificing quality.

Pre-Sales & Scoping Partnership: Collaborate with Sales and Solutions Engineering on complex pursuits to ensure SOWs are realistic, properly estimated, and protect services margins.

Executive Account Management: Build executive-level relationships as a trusted delivery advisor, leading project kick-offs, steering committees, and go-live readiness reviews.

Senior Escalation Management: Serve as the primary senior delivery escalation point for at-risk accounts, proactively mobilizing resources to recover project trajectory.

Operational Methodology: Champion and enforce the Emburse PS delivery methodology, driving continuous improvement in templates, playbooks, and onboarding frameworks.

Performance Metrics & KPIs: Define and track critical implementation KPIs, including time-to-go-live, hours per engagement, CSAT, and project margins.

Cross-Functional Advocacy: Partner with Product and Engineering to advocate for configuration and integration improvements that accelerate customer time-to-value.

Lifecycle Transitions: Ensure a seamless, structured handover to Customer Success and Support at go-live, providing fully documented configurations and stable account states.

Resource & Capacity Planning: Participate in forecasting demand by engagement type and support strategic hiring decisions to ensure proper staffing and sequencing.