Director of Professional Services

Director of Professional Services (HYBRIDE - 2 TIMES PER WEEK AT THE OFFICE)

Location: Montreal, Quebec

Reports to: VP Operations / Executive Leadership

Role Overview

We are seeking a Director of Professional Services to lead and scale our CRM implementation delivery practice. This role requires an experienced leader with a strong background in CRM implementation, consulting delivery, and team management, capable of driving operational excellence while ensuring consistent, high-quality client outcomes.

The Director of Professional Services will oversee the full lifecycle of CRM implementation projects, from initial sales handoff through delivery and ongoing client success. You will lead multidisciplinary teams responsible for solution configuration, development, integration, and client enablement, ensuring projects are delivered on time, on budget, and aligned with client expectations.

This role requires a hands-on leader with experience managing consulting teams, standardizing delivery processes, and scaling professional services operations in a fast-paced consulting environment. You will be accountable for team performance, client satisfaction, delivery quality, and financial outcomes, while helping evolve our implementation methodology and service offerings.

KEY RESPONSABILITIES :

1) Delivery Leadership & CRM Implementation Oversight

• Lead and oversee the end-to-end delivery of CRM implementation projects, from project initiation through post-go-live support
• Manage the overall delivery portfolio, ensuring projects are executed according to scope, timeline, and budget
• Act as an executive escalation point for delivery risks, client concerns, and complex technical challenges
• Ensure implementation teams follow standardized methodologies and best practices across all CRM implementations
• Maintain alignment between delivery scope, contractual commitments, and client expectations
• Collaborate with Sales during pre-sales to support solution design, scoping, effort estimation, and risk assessment

2) Team Leadership & Practice Management

• Lead, mentor, and develop a team of CRM consultants, project managers, developers, and technical specialists
• Manage team structure, capacity planning, and resource allocation across multiple concurrent implementation projects
• Drive a culture of accountability, collaboration, and continuous improvement
• Establish clear expectations, performance metrics, and development pathways for team members
• Support leadership growth within the team through coaching, mentoring, and succession planning
• Scale and structure teams to support business growth and evolving delivery demands
• (Strong experience managing CRM implementation teams is required.)

3) Financial & Performance Accountability

• Own delivery financial performance, including forecasting, utilization, margin, and profitability
• Monitor project health and proactively address delivery risks
• Maintain operational KPIs and reporting to support decision-making
• Contribute to achieving sustainable and profitable growth

4) Process & Client Excellence

• Continuously improve delivery methodologies, tools, and best practices
• Maintain strong client relationships and support resolution of complex delivery issues
• Collaborate with internal teams to improve delivery efficiency and service quality

QUALIFICATIONS :

Required Experience

• 10+ years in Professional Services or consulting delivery environments
• 7+ years leading Professional Services or implementation teams
• Proven experience managing enterprise software implementation projects
• Demonstrated success managing multi-project delivery portfolios
• Experience scaling teams in a fast-paced consulting environment
• Strong financial management experience including forecasting, utilization, and margin oversight
• Experience supporting pre-sales activities, scoping, and SOW development
• Solid understanding of delivery models (T&M, Fixed Bid, Hybrid)
• Experience managing delivery escalations and complex client environments

Technical & Leadership Skills

• Experience delivering enterprise software solutions
• Familiarity with project delivery tools (e.g., JIRA, Tempo or equivalent)
• Strong leadership, communication, and stakeholder management skills
• Ability to operate in a metrics-driven, process-oriented environment
• High attention to detail and commitment to delivery quality
• Ability to travel to the United States as required