Director of Professional Services

Director of Professional ServicesCloud Coach | Remote or Fort Collins, CO | Reports to VP of Product & InnovationAbout Cloud CoachCloud Coach is a Salesforce-native Professional Services Automation (PSA) and Customer Success platform trusted by professional services organizations to manage projects, resources, time, and customer outcomes — all within Salesforce. We're a tight-knit team of ~30 people, fully remote-friendly, and at an exciting inflection point as we scale our services organization and invest deeply in AI-powered delivery and product capabilities.The RoleWe're looking for a Director of Professional Services to lead and evolve our PS organization at a pivotal moment. This is a senior leadership role for someone who combines deep Salesforce ecosystem expertise with a genuine, applied vision for how AI transforms professional services — both internally and for our customers.You'll inherit a capable, experienced team and a well-developed delivery framework. Your job is to elevate it: standardize what works, fix what doesn't, build AI into the fabric of how we deliver, and help shape new AI-powered service offerings that our customers can't get anywhere else.You'll report directly to the VP of Product & Innovation and manage the full Professional Services team.What You'll DoTeam Leadership & DevelopmentLead, coach, and develop a team of 7 PS professionals including Senior Consultants, Solutions Engineers, Solutions Developers, and Technical SpecialistsConduct regular 1:1s, set clear performance expectations, and build a culture of ownership and continuous improvementIdentify development paths and create structured growth opportunities within the teamAct as the senior escalation point for complex or high-risk customer engagementsDelivery Operations & ExecutionOwn end-to-end PS delivery operations: utilization tracking, time entry oversight, capacity planning, and project healthLead weekly delivery reviews to surface risks, resolve blockers, and maintain customer satisfactionOversee Functional Requirements Documentation (FRD) standards to ensure airtight alignment between what is sold and what is deliveredDrive the evolution of Cloud Coach's Modular Implementation Delivery Framework — standardizing scope packaging, timeline estimation, and delivery consistency across deal typesManage change order strategy and coach the team on scope boundary conversations with customersFinancial ManagementOwn PS revenue recognition, forecasting, and budget managementMaintain utilization targets and pipeline alignment across the teamLead T&M (Time & Materials) contract strategy and execution, including scoping, structuring, and negotiating engagementsAI Vision & Innovation — InternalDefine and execute Cloud Coach's AI delivery strategy — identifying where agentic workflows, automation, and AI tooling can eliminate low-value delivery tasks, accelerate implementation speed, and improve consistency at scaleBuild and deploy agentic workflows across scoping, documentation, project management, and delivery operations — moving the team from manual processes to AI-assisted executionDemonstrate fluency with Salesforce Agentforce and adjacent AI platforms; bring hands-on perspective to how these tools apply within PS delivery contextsEstablish yourself as the internal AI standard-setter: educate the team, embed AI-enabled processes into daily operations, and define what modern PS delivery looks like in 2025 and beyondAI Vision & Innovation — Customer-FacingPartner with the VP of Product & Innovation to develop AI-powered services as a customer-facing revenue line — not just internal toolingIdentify repeatable patterns across engagements where AI delivers measurable customer outcomes, and package those into structured, sellable service offeringsContribute to product roadmap conversations with grounded insight from delivery experienceSolutions Engineering & Strategic DealsLead advanced scoping for complex or strategic deals, ensuring accurate estimation and clear scope definitionOwn and continuously refine the Sales to Services handoff processSupport customer-facing workshops, onsite engagements, and executive-level scoping sessions as neededReview and approve PS contracts and SOWsCross-Functional AlignmentServe as the bridge between Sales, Product, and Professional Services — aligning expectations, surfacing delivery risk, and closing gaps between what is sold and what can be builtCollaborate with Customer Success on managed services strategy, escalation handling, and account healthPartner with the JustOn integration program to define scoping standards, develop enablement materials, and train the teamWhat You BringRequired8+ years in professional services, implementation consulting, or services leadership, with at least 3 years in a people management roleDeep Salesforce ecosystem experience, i.e., you've worked extensively within Salesforce as a platform and understand how Salesforce-native products are implemented and adoptedAt least one Salesforce certification required — Salesforce Administrator, Platform App Builder, or a Consultant-track certification (Sales Cloud, Service Cloud, or Field Service). Additional certifications and/or Architect credentials are a strong plus.Demonstrated, hands-on experience applying AI tools to real work, whether in delivery operations, documentation, scoping, or customer engagements. This is not a theoretical requirement.Experience owning PS financial operations: revenue recognition, forecasting, and utilization managementProven ability to lead and develop technical teams in a fast-moving, remote environmentStrong executive presence and communication skills — you're as comfortable in a customer workshop as you are in a board-level conversationPreferredExperience at a Salesforce ISV or AppExchange partnerBackground in PSA, project management, or Customer Success platformsFamiliarity with JustOn Billing or Salesforce CPQExperience designing or commercializing AI-powered service offeringsPrior experience at a company in the 25–100 employee range, where you wore multiple hatsWhy This RoleDirect impact: you'll shape how an entire PS organization operates at a moment of real transformationAI-forward mandate: you won't just be asked to \"stay current\" on AI — you'll be expected to lead itTight team: small enough that your fingerprints are on everything, large enough to have real structure and real customersReporting line: direct access to the VP of Product & Innovation — a seat at the table for product, strategy, and AI decisionsWhat We Bring (Compensation, Perks, Benefits):On Target Earnings Range: $150,000-$160,000Medical, Dental, and Vision BenefitsMonthly Health and Wellness StipendFlexible PTOHybrid work environment with ability to work on-site in Fort Collins, Colorado401(k) matching up to $3,500 annuallyApplication InstructionsTo apply, please submit your application directly through LinkedIn. Applications are reviewed on a rolling basis.Cloud Coach is committed to building an inclusive environment for all employees. We make employment decisions based on merit and qualifications, without regard to race, religion, gender, sexual orientation, national origin, disability, or any other protected status.