Director, Professional Services

About the Role

The Director, Professional Services is a critical leadership role responsible for driving the implementation business across Billtrust’s Project Management and Business Analysis teams. You will lead a team of Engagement and Practice leaders, ensuring excellence in service delivery across all consulting engagements and customer implementations while setting a high standard for quality, consistency, and continuous improvement—using AI tools to improve operational visibility, delivery forecasting, and team efficiency.

This role demands deep PS expertise and P&L accountability, serving as an escalation point for delivery matters, driving cross-functional alignment, and partnering with Sales, Finance, Product, and Development to keep the PS organization focused on customer satisfaction and business growth.

What You’ll Do

PS Delivery Excellence & Customer Outcomes

• Provide leadership across Billtrust’s Professional Services Organization to deliver a world-class, value-add experience to customers and drive product and usage expansion.
• Ensure all projects meet client requirements and deliver high customer satisfaction and reference-ability.
• Drive continuous innovation and process improvement to help customers increase ROI on their Billtrust investment and deliver with quality and consistency.
• Serve as an escalation point for delivery issues within the Professional Services organization.
• Use AI tools to improve delivery visibility, forecast accuracy, and operational efficiency across the PS organization.
• Other duties as assigned.

P&L Management & Financial Performance

• Own P&L responsibility for the PS department, meeting revenue and profit budgets and maintaining an accurate forecast.
• Meet revenue and profit targets with accountability for the financial performance of the PS organization.
• Advance PS capabilities through process improvements, tooling, partnerships, and automation that drive efficiency and profitability.
• Support selling efforts, including pitching PS engagements, negotiating agreements, and contributing to SOW creation.

Organizational Leadership & Cross-Functional Partnership

• Recruit, manage, and coach a diverse team of talented managers and individual contributors.
• Partner strongly with Customer Support & Success, Finance, Sales, Product, and Development to ensure cross-functional alignment focused on customer satisfaction and growth.
• Experience developing methodologies that differentiate the PS organization from the competition.
• Maintain operational experience including creation of SOWs, rules of engagement, and contracts.
• Experience developing new business and nurturing existing client relationships.

What You’ll Bring

Required Skills:

• 7-9+ years of relevant experience, including 3+ years leading cross-functional PS teams and 3+ years delivering projects and selling services in software/SaaS.
• Strong written and verbal communication skills with demonstrated success in facilitation and cross-functional stakeholder engagement.
• Excellent client management instincts with a proven ability to build effective working relationships with client partners.
• P&L ownership experience with accountability for PS revenue, margin, and forecasting.
• Proven ability to develop methodologies and operational frameworks that differentiate PS delivery.
• Track record driving AI adoption across a PS team to improve operational efficiency and delivery outcomes.

Preferred Skills:

• Degree or postgraduate degree in Business or a related field, or equivalent work experience.
• Experience in order-to-cash, fintech, or B2B SaaS environments.
• Track record using AI-powered tools to improve delivery forecasting, operational visibility, and PS organization efficiency.