Director, Professional Services

What You'll Do

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.

What You'll Bring

8+ years of experience in professional services, implementation, or consulting within the enterprise B2B SaaS sector

At least 5 years in a dedicated leadership or people management role, with a proven ability to develop and hold high-performing delivery teams accountable

Demonstrated success delivering multi-workstream enterprise software implementations, ideally within Finance, Procurement, ERP, or T&E solutions

Proven experience with P&L ownership or delivery margin accountability, demonstrating a deep understanding of services delivery economics

Expertise in scoping and estimating enterprise implementations, including developing and negotiating detailed Statements of Work (SOWs)

Mastery of risk management, milestone governance, resource allocation, and cross-functional stakeholder communications

Working knowledge of corporate card programs, expense policy configuration, travel booking workflows, and AP/invoice automation

Knowledge of enterprise integrations such as ERP connectors (SAP, Oracle, NetSuite), SSO/SAML, HRIS data feeds, and financial data exports

Experience with GDS environments (Sabre, Amadeus, Travelport) or TMC workflow integrations is considered a significant advantage

Proficiency in using CRM and PSA tools, such as Salesforce and Certinia/FinancialForce, for project tracking and revenue recognition

Exceptional clarity and directness in written and verbal communication across all organizational levels

Ability to utilize KPIs and structured data to drive organizational change and build scalable, repeatable delivery systems