Director of Professional Services

As the Director of Professional Services, you will play a critical leadership role in ensuring our Enforcement Mobile customers not only adopt but truly thrive with our solutions. This is a high-visibility, high-impact position at the center of the public sector software industry. Your leadership will directly influence customer satisfaction, team performance, revenue growth, and long-term retention. Working closely with the General Manager and key leaders, you'll be responsible for the success of our delivery service, customer onboarding, and ongoing client experience.

• Develop and execute a strategy for professional services, onboarding, and support transition.
• Drive innovation in service delivery models to boost customer satisfaction and retention.
• Establish and track KPIs to measure service/support success.

• Lead and mentor high-performing teams serving Enforcement Mobile clients.
• Foster a culture of customer-centricity, collaboration, and continuous improvement.
• Recruit, develop, and retain top talent for scalable operations.
• Promote accountability, client focus, discovery, and growth.

• Ensure a seamless journey from kickoff to support.
• Serve as a customer advocate to resolve issues and improve experience.
• Collect and act on customer feedback regularly.

• Optimize workflows, tools, and processes to improve efficiency and service quality.
• Manage budgets and resources to meet goals.
• Leverage automation and tooling to scale service delivery.

• Partner with Sales, Development, Support, and other teams to align and optimize the customer journey.
• Maintain awareness of client/partner needs through regular engagement.
• Participate in product release planning to ensure successful rollouts.

• Manage the P&L to meet revenue, expense, and margin goals.
• Ensure accurate budgeting, forecasting, and strategic planning.
• Drive efficiency across delivery, contracting, planning, and implementation.
• Support key contract negotiations as needed.

• Deliver feedback, reviews, and growth plans for team members.
• Develop training and assessment plans for services staff.
• Evaluate, update, and enforce policies to address inefficiencies and risks.
• Perform additional job-related duties as needed.

• Bachelor's degree in business, technology, or related field (MBA or advanced degree preferred).
• 10+ years of experience in professional services or related fields.
• 4+ years of experience in leadership roles.
• Proven track record of scaling service/support operations in software or tech environments.
• Strong strategic thinking, problem-solving, and analytical skills.
• Excellent leadership, communication, and interpersonal abilities.
• Familiarity with SaaS models and customer lifecycle management.
• Strong presentation skills.
• Proactive, action-oriented, and comfortable in a transforming environment.
• Creative problem-solving and ability to simplify complex topics.
• Willingness to travel 8-12 times per year for key events or client meetings.

Location

College Station, Texas | Troy, Michigan

State-Specific Salary Range Disclosure Requirements

Salary will generally fall between $117,345 - $154,401 before adjustment for geographic differences. Recruiter can confirm if position is incentive eligible.

Great Place to Work & Grow Your Career

Come join us as we transform the public sector! Our mission, vision, and values guide everything we do. We're also frequently recognized as a great workplace locally and nationally. See our many awards and accolades.

Taking Care of You & Your Family

Your health and well-being are important to us. That's why we invest in our team members by offering competitive benefits to support their health and financial wellness. Learn more about how we care for our people.