Director, Professional Services (all genders)

The Director, Professional Services plays a pivotal role in overseeing the successful delivery of Icertis implementations. Reporting to the Associate Vice President of Professional Service, this position deploys our solutions to customers or supports our partner implementations across Europe.

We are seeking someone with extensive experience in large-scale implementations who can drive solution-focused discussions with customers and partners. This role encompasses P&L management, customer success, and fostering growth.

Location: Candidates can be based anywhere in Germany. For those based in Frankfurt, we work in a hybrid model, with two days per week spent collaborating with colleagues in our Frankfurt office.

This is an individual contributor role without people management responsibilities.

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• Lead and support complex client implementations, ensuring successful delivery and customer satisfaction.
• Manage project scope, timelines, budgets, and deliverables to keep implementations on track.
• Identify risks proactively and drive effective mitigation strategies.
• Set and manage customer expectations throughout the implementation lifecycle.
• Serve as a trusted advisor on implementation best practices and solution adoption.
• Monitor implementation capacity, workload, and project health to anticipate and address delivery challenges.
• Drive continuous improvement through enhanced processes, methodologies, tools, and policies.
• Act as the primary point of contact for customer escalations during implementation engagements.Partner closely with Product, 
• Engineering, QA, and cross-functional teams to improve customer outcomes.
• Enable and support partners in the successful implementation of Icertis solutions.

• Experience delivering Professional Services in a software, SaaS, or technology environment.
• Strong project management or consulting background.
• Fluent in German and English.
• Proven success delivering large, complex implementation programs.
• Strong stakeholder management and influencing skills.
• Data-driven with strong risk identification and problem-solving abilities.
• Excellent customer relationship management skills.
• Track record of successful go-lives and customer outcomes.
• Able to manage multiple priorities and meet deadlines in a fast-paced environment.
• Strong AI mindset with experience implementing AI solutions, enabling digital transformation initiatives, and utilizing AI-powered tools to enhance implementation outcomes and customer value.