Role OverviewAderant is seeking a Director of Professional Services to lead delivery operations and customer implementations for the Expert and Sierra product lines, supporting both cloud and on-premise deployments. This role reports to the Senior Director of North America Services and serves as a key member of the Professional Services leadership team.
The Director of Professional Services will oversee service delivery, operational performance, customer satisfaction, and strategic initiatives across implementation and consulting teams. This leader will drive consistency, scalability, and operational excellence while ensuring successful client outcomes and alignment with company growth objectives.
The ideal candidate combines strong leadership capabilities with deep experience managing enterprise software implementations, professional services operations, and customer engagement strategies.
Key Responsibilities- Partner with the Senior Director of North America Services and leadership team to define operational goals, strategic initiatives, and organizational priorities that support growth, profitability, and customer success.
- Lead day-to-day operations for Professional Services delivery teams supporting Expert and Sierra solutions across cloud and on-premise environments.
- Build and scale a high-performing services organization focused on quality delivery, operational efficiency, accountability, and customer satisfaction.
- Collaborate cross-functionally with Sales, Product Management, Product Development, Support, and Customer Success to ensure alignment across business objectives and client needs.
- Manage customer relationships and executive-level communications for strategic accounts within the Professional Services portfolio.
- Drive achievement of Professional Services revenue, utilization, margin, forecasting, and operational performance targets.
- Develop and implement repeatable methodologies, governance standards, and best practices to improve delivery consistency and project outcomes.
- Monitor and manage key operational metrics and KPIs, including:
- Billable utilization
- Project profitability
- Resource forecasting
- Customer satisfaction
- Delivery performance
- Project health indicators
- Identify opportunities to improve scalability, automation, and operational efficiency across service delivery processes.
- Establish project governance frameworks, escalation procedures, and risk management practices to proactively address customer and delivery challenges.
- Drive accountability and transparency through dashboards, reporting, and project management tools that provide visibility into delivery performance and customer engagements.
- Lead continuous improvement initiatives focused on delivery quality, operational rigor, and predictable customer outcomes.
- Partner with Sales and Services leadership on go-to-market strategies, implementation planning, and customer engagement models.
- Support resource planning, staffing strategies, and talent development initiatives to ensure organizational readiness and growth.
- Mentor, coach, and develop Professional Services managers, consultants, and project leadership teams.
Qualifications- Proven leadership experience managing Professional Services, Consulting, or Implementation teams within enterprise software or technology organizations.
- Demonstrated success driving operational excellence, organizational change, and scalable delivery practices.
- Experience leading enterprise software implementations in cloud and/or on-premise environments.
- Strong understanding of Professional Services operational metrics, forecasting, utilization management, and delivery governance.
- Experience implementing project management methodologies, tools, and best practices that support efficient and repeatable service delivery.
- Excellent communication, collaboration, and stakeholder management skills, including experience working with executive leadership and strategic customers.
- Strong customer-centric mindset with a passion for delivering successful implementations and high levels of client satisfaction.
- Ability to lead cross-functional initiatives and influence outcomes across multiple business areas.
- Experience within the legal technology industry or professional services market is preferred.
- Experience with financial management, ERP, or business management software solutions is preferred.
