Director of Professional Services

Director of Professional Services Cloud Coach | Remote or Fort Collins, CO | Reports to VP of Product & Innovation About Cloud Coach Cloud 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 Role We'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 & Development

• Lead, coach, and develop a team of 7 PS professionals including Senior Consultants, Solutions Engineers, Solutions Developers, and Technical Specialists
• Conduct regular 1:1s, set clear performance expectations, and build a culture of ownership and continuous improvement
• Identify development paths and create structured growth opportunities within the team
• Act as the senior escalation point for complex or high-risk customer engagements

Delivery Operations & Execution

• Own end-to-end PS delivery operations: utilization tracking, time entry oversight, capacity planning, and project health
• Lead weekly delivery reviews to surface risks, resolve blockers, and maintain customer satisfaction
• Oversee Functional Requirements Documentation (FRD) standards to ensure airtight alignment between what is sold and what is delivered
• Drive the evolution of Cloud Coach's Modular Implementation Delivery Framework — standardizing scope packaging, timeline estimation, and delivery consistency across deal types
• Manage change order strategy and coach the team on scope boundary conversations with customers

Financial Management

• Own PS revenue recognition, forecasting, and budget management
• Maintain utilization targets and pipeline alignment across the team
• Lead T&M (Time & Materials) contract strategy and execution, including scoping, structuring, and negotiating engagements

AI Vision & Innovation — Internal

• Define 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 scale
• Build and deploy agentic workflows across scoping, documentation, project management, and delivery operations — moving the team from manual processes to AI-assisted execution
• Demonstrate fluency with Salesforce Agentforce and adjacent AI platforms; bring hands-on perspective to how these tools apply within PS delivery contexts
• Establish 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 beyond

AI Vision & Innovation — Customer-Facing

• Partner with the VP of Product & Innovation to develop AI-powered services as a customer-facing revenue line — not just internal tooling
• Identify repeatable patterns across engagements where AI delivers measurable customer outcomes, and package those into structured, sellable service offerings
• Contribute to product roadmap conversations with grounded insight from delivery experience

Solutions Engineering & Strategic Deals

• Lead advanced scoping for complex or strategic deals, ensuring accurate estimation and clear scope definition
• Own and continuously refine the Sales to Services handoff process
• Support customer-facing workshops, onsite engagements, and executive-level scoping sessions as needed
• Review and approve PS contracts and SOWs

Cross-Functional Alignment

• Serve 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 built
• Collaborate with Customer Success on managed services strategy, escalation handling, and account health
• Partner with the JustOn integration program to define scoping standards, develop enablement materials, and train the team

What You BringRequired

• 8+ years in professional services, implementation consulting, or services leadership, with at least 3 years in a people management role
• Deep Salesforce ecosystem experience, i.e., you've worked extensively within Salesforce as a platform and understand how Salesforce-native products are implemented and adopted
• At 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 management
• Proven ability to lead and develop technical teams in a fast-moving, remote environment
• Strong executive presence and communication skills — you're as comfortable in a customer workshop as you are in a board-level conversation

Preferred

• Experience at a Salesforce ISV or AppExchange partner
• Background in PSA, project management, or Customer Success platforms
• Familiarity with JustOn Billing or Salesforce CPQ
• Experience designing or commercializing AI-powered service offerings
• Prior experience at a company in the 25–100 employee range, where you wore multiple hats

Why This Role

• Direct impact: you'll shape how an entire PS organization operates at a moment of real transformation
• AI-forward mandate: you won't just be asked to "stay current" on AI — you'll be expected to lead it
• Tight team: small enough that your fingerprints are on everything, large enough to have real structure and real customers
• Reporting line: direct access to the VP of Product & Innovation — a seat at the table for product, strategy, and AI decisions

What We Bring (Compensation, Perks, Benefits):

• On Target Earnings Range: $150,000-$160,000
• Medical, Dental, and Vision Benefits
• Monthly Health and Wellness Stipend
• Flexible PTO
• Hybrid work environment with ability to work on-site in Fort Collins, Colorado
• 401(k) matching up to $3,500 annually

Application Instructions To 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. Apply tot his job Apply To this Job