Job SummaryRole Purpose
The Executive Director, Professional Services is responsible for leading and scaling a team of Client Engagement Partners (CEPs) who own strategic client programs and delivery outcomes across a defined portfolio.
This role is accountable for client success, portfolio-level financial performance (P&L), and consistent delivery execution across complex, multi-program engagements.
This leader operates at the intersection of client strategy, delivery excellence, and talent development, ensuring CEPs are equipped to manage high-impact programs while driving retention, expansion, and operational consistency.
Key Responsibilities and Deliverables Top candidates will have the following:
Client Engagement Leadership & Portfolio Oversight - Lead a team of Client Engagement Partners responsible for end-to-end ownership of strategic client programs.
- Provide oversight of portfolio health, ensuring delivery quality and client satisfaction.
- Establish and maintain executive-level client relationships and support escalation management.
- Drive consistency in program governance, communication cadence, and executive reporting.
Financial Growth & Accountability - Drive revenue retention and expansion through disciplined scope and deal shaping.
- Partner with Sales and Digital Strategy Managers to structure complex engagements.
Delivery Excellence & Operational Rigor - Standardize and enforce delivery methodologies and program planning frameworks.
- Ensure robust program plans including capacity planning and change control.
- Drive accountability for KPIs and contractual deliverables.
- Improve delivery efficiency and scalability.
Talent Leadership & Team Development - Lead, coach, and develop Client Engagement Partners.
- Build a high-performance culture focused on ownership and accountability.
- Align CEP capacity to client complexity.
Cross-Functional Collaboration - Partner with Product, Engineering, Sales, and Client Success for aligned execution.
- Enable CEPs to lead matrixed teams effectively.
Strategic Transformation & Scaling - Partner with VP of Professional Services and Delivery and other Executive Directors to help drive initiatives to scale Professional Services delivery.
- Drive innovation in service delivery models and operating processes.
Qualifications and Experience Demonstrated skills, competencies, and required experiences:
- 15-20+ years of experience in client-facing services organizations.
- 7+ years leading senior client program leaders (e.g., CEPs or Program Directors).
- Proven experience managing P&L and complex client engagements.
- Strong understanding of program governance and delivery lifecycle management.
- Experience in banking, fintech, SaaS, or consulting preferred.
Preferred Distinctions Additional Accomplishments:
- MBA or executive-level certifications in IT
- Experience in banking, fintech, SaaS, or high-group technical software or consulting businesses
