Professional Services Strategy & Optimization Lead

Help transform how customer value is delivered at scale.

Professional Services plays a critical role in helping customers successfully adopt solutions, achieve outcomes faster, and realize long-term value. As a Professional Services Strategy & Optimization Lead, you'll use data, operational insights, and cross-functional collaboration to identify opportunities to improve how implementations are planned, delivered, and scaled.

In this role, you'll partner across Professional Services, Product, Data Services, and Customer Support to analyze implementation trends, develop scalable delivery models, and create repeatable approaches that drive greater efficiency and consistency. Your work will directly influence how customer implementations are executed, helping teams reduce complexity, improve predictability, and accelerate time-to-value.

What You'll Do

• Analyze customer, utilization, billing, project performance, configuration, and delivery data to identify trends and opportunities for improvement.
• Identify customer archetypes and implementation patterns based on workflows, configurations, and service requirements.
• Evaluate the drivers of implementation effort, complexity, duration, and outcomes to improve delivery predictability.
• Translate operational and delivery insights into recommendations that improve implementation efficiency, consistency, and scalability.
• Design standardized and preconfigured implementation approaches for customer segments with common requirements.
• Develop reusable implementation templates, playbooks, workflows, and delivery assets that reduce variation and streamline execution.
• Lead the identification, evaluation, and adoption of AI-enabled delivery capabilities, automation solutions, and scalable implementation methodologies that enhance efficiency, consistency, and customer outcomes.
• Identify opportunities to simplify implementation activities through standardization, automation, and the reuse of proven practices.
• Leverage historical implementation knowledge and configuration data to improve implementation planning and future delivery models.
• Evaluate opportunities to apply AI, automation, and emerging technologies to enhance delivery efficiency and customer outcomes.
• Partner with Professional Services leaders and delivery teams to understand challenges and drive continuous improvement initiatives.
• Collaborate with Product, Data Services, Operations, and other cross-functional teams to implement scalable solutions.
• Define success metrics and evaluate the impact of improvements on implementation effort, customer experience, cycle time, predictability, and time-to-value.
• Communicate recommendations, insights, and measurable business impact to leadership stakeholders.

What You Bring

• Experience in Professional Services, Technical Services, Solution Architecture, Service Delivery, Operations, or a related function within a SaaS environment.
• Strong understanding of SaaS implementation lifecycles, including onboarding, configuration, integrations, data migration, implementation planning, and customer adoption.
• Experience using operational, customer, or delivery data to uncover actionable insights and drive business improvements.
• Experience developing scalable delivery frameworks, implementation methodologies, playbooks, or reusable service assets.
• Strong analytical and problem-solving capabilities with the ability to translate complex information into practical recommendations.
• Ability to recognize common customer needs and create repeatable delivery approaches that support scale.
• Experience driving process improvement, operational efficiency, automation, or standardization initiatives.
• Strong communication skills with the ability to influence technical and non-technical stakeholders.
• Sound business judgment and the ability to balance standardization with customer outcomes.
• Ability to thrive in a fast-moving environment where priorities, technologies, and customer needs evolve.

Nice to have

• Experience using SQL to analyze operational or customer data.
• Experience using Python for analysis, reporting, or automation initiatives.
• Experience with AI, advanced analytics, service transformation, or operational excellence programs.

What Sets You Apart

• Strategic Thinker: Connect customer needs, delivery processes, and business objectives to identify opportunities that create measurable impact.
• Continuous Improver: Challenge inefficiencies and pursue scalable solutions that improve outcomes for customers and teams.
• Collaborative Partner: Build trusted relationships across functions to align stakeholders and drive progress.
• Change Champion: Influence adoption of new ideas and ways of working that improve consistency and effectiveness.
• Data-Informed: Use facts and evidence to guide decisions while maintaining a practical and customer-focused perspective.