Director of Professional Services (French Speaker)

📋 Description

• • As the Director of Professional Services for Crosstalent, a growing brand within saas.group, you will be instrumental in shaping and leading the Professional Services function. This is a pivotal, hands-on leadership role reporting directly to the CEO, where you will take full ownership of the delivery machinery, moving beyond high-level strategy to actively manage and optimize operational execution.
• • Your primary mission is to systematize our professional services delivery, ensuring maximum utilization of production time, efficient backlog management, and strategic resource allocation to drive profitability and client satisfaction. You will be the operational linchpin, ensuring our service delivery is not only robust but also agile and cost-effective.
• • In the initial 3-6 months, your immediate impact will focus on key areas: systematizing production by organizing timesheets and ensuring full utilization of production hours; establishing a robust backlog management system to cover at least three months of demand; and actively managing resources by strategically hiring or adjusting contractor engagement to align with demand fluctuations.
• • You will also play a crucial role in commercial alignment, fostering a strong partnership with the sales leader to drive the sale of additional hours and prioritize deliveries that are both lucrative and strategically important for the business.
• • Your responsibilities will encompass end-to-end Service Delivery Management, ensuring Project Managers have clear, achievable timelines and that billable production time is maximized. This includes overseeing the entire lifecycle of professional services engagements from inception to completion.
• • You will develop and implement a comprehensive Resource Strategy, managing capacity planning and the allocation of both internal and external (contractor) resources. This requires a keen eye for agility and cost-efficiency, ensuring we can scale up or down as needed without compromising quality or profitability.
• • Driving Operational Excellence will be a core tenet of your role. You will implement and refine systems that enable accurate forecasting, systematic management of the delivery backlog, and continuous improvement in our delivery processes.
• • Close collaboration with the Sales team is essential. You will partner to identify opportunities for upselling services, ensure that sold projects are profitable and feasible, and contribute to the overall revenue growth of the Professional Services division.
• • As a leader, you will guide the Professional Services and Customer Care teams, fostering a collaborative, interactive, and cohesive culture. This involves setting clear expectations, providing mentorship, and promoting a shared commitment to excellence.
• • You will also shape the Customer Care function, working in tandem with Professional Services to ensure efficient resolution of client inquiries and a seamless, high-quality post-sales experience that enhances customer loyalty and retention.
• • This role requires a leader who is not afraid to get into the details, managing day-to-day execution while maintaining a strategic overview. You will be the bridge between high-level objectives and on-the-ground delivery, ensuring that our operational processes are streamlined and effective.
• • The ideal candidate will possess a strong commercial acumen, understanding how to prioritize billable work and work with sales to maximize revenue. You will be client-focused and adept at building and managing relationships in a remote-first environment, with the ability to conduct in-person meetings as needed.
• • While not strictly mandatory, knowledge of the Salesforce platform or HRIS solutions will be a significant advantage, given Crosstalent's positioning as a Salesforce OEM partner.
• • Furthermore, an AI literacy and a proactive approach to applying AI tools for personal productivity and work quality enhancement will be highly valued, reflecting the company's forward-thinking culture.
• • You will be joining a profitable, growing, and remote-first organization that values agility, efficiency, and a high-trust team environment. The opportunity to contribute to a dynamic SaaS portfolio company with a global reach and a mission to build the world's largest platform of independent SaaS companies is immense.