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Hybrid Director of Professional Services
Posted 3 weeks ago
About the role
- Director of Professional Services at Clio, leading the implementation of ShareDo solutions for law firms. Drive operational excellence and define methodologies for successful client outcomes.
Responsibilities
- Build and Lead a World-Class Services Organization
- Lead and grow a team of legal architects responsible for end-to-end delivery of large-scale enterprise projects.
- Define and continuously improve delivery methodologies, tools, and processes that enable scalable, repeatable, and efficient implementations for complex clients.
- Set and manage key performance indicators across utilization, gross margin, and time-to-value.
- Ensure Successful Enterprise Delivery and Customer Outcomes
- Oversee the full lifecycle of enterprise client projects, from design and planning to configuration, testing, training, and go-live.
- Maintain a governance framework for all delivery projects, ensuring predictable outcomes, strong financial control, and excellent client experience.
- Act as a senior escalation point for clients, resolving complex delivery challenges with empathy, urgency, and partnership.
- Establish strong executive relationships with enterprise customers and ensure delivery aligns with their broader transformation goals.
- Drive Operational Excellence and Continuous Improvement
- Develop a professional services “delivery playbook” that standardizes how we implement ShareDo US across enterprise client types and regions.
- Identify and implement process innovations that improve efficiency, quality, and customer satisfaction.
- Build and maintain a reporting rhythm to track project health, utilization, and financial performance, sharing insights with leadership.
- Strategic Growth and Capacity Planning
- Partner with Sales, Product, and Customer Success to forecast demand and resource needs in enterprise accounts.
- Define the long-term capacity plan for the PS organization in alignment with company growth objectives.
- Partner with Talent Acquisition and Capability Leads to attract, develop, and retain top-tier enterprise delivery talent.
- Commercial and Partner Management
- Own professional services P&L accountability, ensuring utilization, margin, and delivery profitability targets are met.
- Manage subcontractor and partner relationships, ensuring high-quality delivery and sustainable margin structures.
- Collaborate with system integrators and delivery partners to expand implementation capacity and accelerate adoption within the enterprise market.
Requirements
- Proven experience leading Professional Services or Delivery organizations for enterprise SaaS or complex software solutions.
- A track record of delivering large-scale, multi-phase enterprise implementations involving multiple stakeholder groups and integration touchpoints.
- Deep understanding of enterprise project governance, risk management, and change management best practices.
- Experience with utilization and revenue forecasting, with comfort owning P&L-level accountability.
- Strong leadership skills with the ability to inspire, coach, and scale high-performing delivery teams across multiple geographies.
- Exceptional communication and stakeholder management skills, able to engage confidently with enterprise executives, project sponsors, and technical teams alike.
- Background in legal tech, professional services automation, or enterprise workflow software is a strong asset.
Benefits
- Competitive, equitable salary with top-tier health benefits, dental, and vision insurance
- Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office minimum twice per week.
- Flexible time off policy, with an encouraged 20 days off per year.
- $2000 annual counseling benefit
- RRSP matching and RESP contribution
- Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years
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