Senior Director Of Professional Services

Senior Director Of Professional Services

Laserfiche is seeking a Senior Director of Professional Services to lead our global Professional Services team. This senior leadership role is responsible for overseeing a team of project managers and solution engineers who deliver high-quality, customer-focused implementations and integrations of the Laserfiche software platform. The ideal candidate will drive operational excellence, ensure predictable and scalable project delivery, and create measurable value for both our customers and the business. This role plays a critical part in shaping customer experience, aligning services delivery with strategic business objectives, and supporting long-term customer success.

Location: Hybrid: Three days per week (Tuesday, Wednesday and Thursday) in-office in Long Beach, CA - Remote work from home on Mondays and Fridays - Ability to travel 25%

About the Role - Key Responsibilities:

• Provide strategic leadership and direction for the Professional Services team, including project managers and solution engineers, to exceed expectations in project delivery, revenue and profit margin targets, operational excellence and customer satisfaction.
• Define and scale best practices, methodologies, and standards for project delivery, ensuring predictable, scalable, and high value outcomes.
• Partner with Sales, Finance and product teams to support the full customer lifecycle, from solution design through implementation and ongoing adoption.
• Oversee the planning, prioritization, and execution of client implementation projects, ensuring adherence to scope, contractual obligations and are within or below budget.
• Ensure services are delivered efficiently and cost-effectively, optimizing resources and maximizing profitability.
• Establish and track key metrics to monitor the success of service delivery teams and projects, utilization rates, and customer outcomes.
• Mentor, coach, and develop team members to build a high-performing, customer-focused professional services organization.
• Serve as an escalation point for critical projects, working directly with customers to resolve challenges and maintain long-term relationships.
• Oversee resource allocation and capacity planning to meet current and forecasted demand.
• Contribute to the strategic vision of Laserfiche by providing customer insights and feedback to inform product roadmap and service offerings.

About You - Essential Qualifications:

• Demonstrated success in managing teams of project managers and/or solution implementation engineers in a technology-driven environment.
• Proven track record of delivering complex, large-scale technology projects on time and within budget.
• Exceptional leadership and people management skills, with an emphasis on coaching, development, and team building.
• Strategic thinking and business acumen, with the ability to develop and execute a services strategy that aligns with company goals.
• Excellent executive presence and client-facing communication skills, with the ability to manage C-level relationships.
• Proven expertise in managing SaaS business teams, implementing best practices and customer success principles.
• Strong analytical and problem-solving skills, with experience using data to inform decision making and improve operational performance.
• Bachelors degree in business, Computer Science, Engineering, or related field.
• 10+ years in professional role, including at least 5 years in a leadership role in services, consulting or customers success in a SaaS organization.