Director of Professional Services

External

Clio · NY

Full-timeHybrid4d ago

Capacity PlanningForecastingLeadershipRisk ManagementStakeholder Management

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About the role

Note: This role requires two days per week onsite in Manhattan. We're on a mission to transform how large law firms run their business. ShareDo (powered by Clio) is an enterprise legal work management platform built to help firms scale smarter, deliver exceptional client service, and operate with greater efficiency. As Director, Professional Services , you'll lead the global delivery and implementation of ShareDo solutions across complex enterprise environments. You'll be accountable for the success of every customer deployment, ensuring on-time, high-quality implementations that drive measurable client impact. You'll design and scale a best-in-class professional services organization that enables predictable delivery, operational excellence, and long-term customer success. This role requires a proven leader with deep enterprise SaaS implementation experience, skilled in navigating multi-stakeholder environments, building delivery teams, and establishing scalable processes that meet the rigor and expectations of global enterprise clients. You'll work cross-functionally with Product, Engineering, Sales, and Customer Success to ensure clients achieve value from day one, and you'll build the systems, processes, and team culture that allow us to grow rapidly and sustainably.

Responsibilities

Build and Lead a World-Class Services Organization

Lead and grow a team of legal architects responsible for end-to-end delivery of large-scale enterprise projects.

Define and continuously improve delivery methodologies, tools, and processes that enable scalable, repeatable, and efficient implementations for complex clients.

Set and manage key performance indicators across utilization, gross margin, and time-to-value.

Ensure Successful Enterprise Delivery and Customer Outcomes

Oversee the full lifecycle of enterprise client projects, from design and planning to configuration, testing, training, and go-live.

Maintain a governance framework for all delivery projects, ensuring predictable outcomes, strong financial control, and excellent client experience.

Act as a senior escalation point for clients, resolving complex delivery challenges with empathy, urgency, and partnership.

Establish strong executive relationships with enterprise customers and ensure delivery aligns with their broader transformation goals.

Drive Operational Excellence and Continuous Improvement

Develop a professional services "delivery playbook" that standardizes how we implement ShareDo US across enterprise client types and regions.

Identify and implement process innovations that improve efficiency, quality, and customer satisfaction.

Build and maintain a reporting rhythm to track project health, utilization, and financial performance, sharing insights with leadership.

Strategic Growth and Capacity Planning

Partner with Sales, Product, and Customer Success to forecast demand and resource needs in enterprise accounts.

Define the long-term capacity plan for the PS organization in alignment with company growth objectives.

Partner with Talent Acquisition and Capability Leads to attract, develop, and retain top-tier enterprise delivery talent.

Commercial and Partner Management

Own professional services P&L accountability, ensuring utilization, margin, and delivery profitability targets are met.

Manage subcontractor and partner relationships, ensuring high-quality delivery and sustainable margin structures.

Collaborate with system integrators and delivery partners to expand implementation capacity and accelerate adoption within the enterprise market.

What You May Have

Proven experience leading Professional Services or Delivery organizations for enterprise SaaS or complex software solutions.

A track record of delivering large-scale, multi-phase enterprise implementations involving multiple stakeholder groups and integration touchpoints.

Deep understanding of enterprise project governance, risk management, and change management best practices.

Experience with utilization and revenue forecasting, with comfort owning P&L-level accountability.

Strong leadership skills with the ability to inspire, coach, and scale high-performing delivery teams across multiple geographies.

Exceptional communication and stakeholder management skills, able to engage confidently with enterprise executives, project sponsors, and technical teams alike.

Background in legal tech, professional services automation, or enterprise workflow software is a strong asset.

Director of Professional Services

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