What are the responsibilities and job description for the Director of Professional Services position at Buyers Edge Platform, LLC?
The Director of Professional Services position is for a dynamic, strategic, and customer-centric leader who will build and lead our Professional Services Team. You'll be responsible for developing a scalable services function that offers high-touch consulting, tailored implementation, and advanced training. You'll drive deeper customer value, identify new potential revenue opportunities and work with Sales and Account Management to execute. This is an opportunity to consult and work with our Customer Success and Account Management teams and foster collaboration.
Who we are:
ArrowStream is reshaping the landscape of supply chain optimization for foodservice businesses. The premier foodservice cloud platform for supply chain intelligence, we've connected over 105,000 restaurant locations to over 1,300 distribution locations, 11,000 manufacturers, and over 275 leading brands. As a Buyers Edge Platform (BEP) SaaS Solution, ArrowStream customers feel empowered to make informed decisions with our secure cloud-based data management solutions including ArrowStream Central (operators), Crossbow (distributors), and ChainConnect (manufacturers). Not only are we strengthening buying decisions with our industry technology, but we're enforcing pricing accuracy, protecting supply, ensuring quality, and enhancing foodservice partnerships.
This position is remotely based in CST or EST time zones, with anticipated travel of 1-2 times per month (up to 30%). We are unable to offer work sponsorship for this role.
Your impact:
- Develop a portfolio of service offerings aligned to customer needs, including strategic consulting, custom implementations, and ongoing optimization services.
- Collaborate with Sales, Account Management, Implementation, and Customer Success to identify where Professional Services can drive value throughout the customer lifecycle, including maximizing adoption and implementing targeted enablement initiatives.
- Serve as a senior advisor to customers with complex requirements, ensuring alignment between business objectives and ArrowStream's solutions.
- Lead customer adoption strategies to increase utilization of ArrowStream's full suite of offerings.
- Establish a proactive review cadence with Account Management to monitor client health scores and engagement metrics. Develop playbooks and escalation protocols for at-risk accounts, addressing root causes and driving re-engagement.
- Analyze client health trends and present actionable insights and recommendations to leadership for continuous improvement.
- Leverage data-driven insights to identify challenges, develop solutions, and enhance both client outcomes and internal performance.
- Design and implement scalable, repeatable processes and methodologies to ensure delivery consistency and operational efficiency.
- Define and track KPIs to measure the impact of Professional Services on customer outcomes and business performance.
- Continuously assess and refine strategies, processes, and best practices based on data, outcomes, and stakeholder feedback.
About you:
- Bachelor's degree or equivalent work experience required.
- 10 years of experience in professional services, project management, customer success, account management or related SaaS roles.
- Experienced at driving cross-functional collaboration and communication
- Proven success in designing and delivering strategic service offerings in a SaaS or technology environment.
- Strong customer engagement, solution architecture, or business consulting experience.
- Experienced in owning project engagements end-to-end – from scoping and planning to hands-on delivery and ongoing success measurement.
- Demonstrated ability to drive cross-organizational collaboration and operational alignment.
- Excellent communication, coaching, and stakeholder management skills.
- Strong business acumen with a track record of driving measurable customer and business outcomes.
- Process improvement background or formal Six Sigma education/certification is a plus.
- Prior experience with ArrowStream or familiarity with our products, services, or customers is a plus.
Not sure you meet every qualification? Studies show that diverse applicants often hesitate to apply unless they check every box. At Buyers Edge Platform, we value authenticity and inclusion. If you're excited about the role, we encourage you to apply. You might be exactly who we're looking for!
What's in this for you:
- Great benefits from day one. We offer medical, dental, vision, FSA, company-paid life insurance, and more—plus a 401(k) with company match.
- Grow with us. Enjoy strong training, development, and competitive pay.
- Work-life balance. Our flexible PTO policy lets you take time when you need it—no accrual required.
We welcome all.
We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.
