Sr. Director, Professional Services

We seek a dynamic and experienced Sr. Director of Professional Services to join our Services team. This role will cover and support our EMEA Theater as a business, focused on delightful customer experience, scoping and delivering services to drive business outcomes and accelerating the customer journey with Pendo. The candidate will be responsible for aspects of post-sales journey. 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 enterprise 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 Pendo's 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.

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