Director of Onboarding/Professional Services

Lead and develop Onboarding and Professional Services managers, consultants, and implementation specialists, overseeing delivery from contract signature to go-live. Own implementation metrics including delivery timelines, utilization, customer satisfaction, and time-to-value while managing services revenue, project profitability, and resource planning. Establish scalable methodologies, playbooks, and project governance, then forecast capacity and staffing to prevent bottlenecks. Partner with Customer Success for seamless handoffs and channel customer feedback to Product and Engineering for prioritization. Forecast services capacity and staffing before it becomes a fire drill. Manage services revenue, utilization, project profitability, and resource planning like the P&L owner you are. Develop KPIs and executive reporting that tell the real story of implementation health and customer outcomes. Set the tone: high-performance, customer-first, no exceptions.