What are the responsibilities and job description for the Executive Director, Professional Services position at Candescent?
Candescent is a forward-thinking technology company transforming how financial institutions deliver Intelligent Banking experiences. We unite digital banking, account opening, and branch solutions that power and connect digital banking, account opening, and branch solutions—creating seamless engagement across digital, remote, and in-person channels.
Our Experience-Led, Intelligence-Driven approach combines human-centered design with data, automation, and cloud-based innovation. Built on an API-first architecture, our extensible ecosystem enables institutions to adapt quickly, integrate easily, and unlock new opportunities for growth—turning every customer interaction into a moment of clarity, confidence, and connection.
Job Summary
Role Purpose
The Executive Director, Professional Services is responsible for leading and scaling a team of Client Engagement Partners (CEPs) who own strategic client programs and delivery outcomes across a defined portfolio.
This role is accountable for client success, portfolio-level financial performance (P&L), and consistent delivery execution across complex, multi-program engagements.
This leader operates at the intersection of client strategy, delivery excellence, and talent development, ensuring CEPs are equipped to manage high-impact programs while driving retention, expansion, and operational consistency.
Key Responsibilities And Deliverables
Top candidates will have the following:
Client Engagement Leadership & Portfolio Oversight
Demonstrated skills, competencies, and required experiences:
Additional Accomplishments:
To ALL recruitment agencies: Candescent only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, Candescent employees, or any Candescent facility. Candescent is not responsible for any fees or charges associated with unsolicited resumes.
Our Experience-Led, Intelligence-Driven approach combines human-centered design with data, automation, and cloud-based innovation. Built on an API-first architecture, our extensible ecosystem enables institutions to adapt quickly, integrate easily, and unlock new opportunities for growth—turning every customer interaction into a moment of clarity, confidence, and connection.
Job Summary
Role Purpose
The Executive Director, Professional Services is responsible for leading and scaling a team of Client Engagement Partners (CEPs) who own strategic client programs and delivery outcomes across a defined portfolio.
This role is accountable for client success, portfolio-level financial performance (P&L), and consistent delivery execution across complex, multi-program engagements.
This leader operates at the intersection of client strategy, delivery excellence, and talent development, ensuring CEPs are equipped to manage high-impact programs while driving retention, expansion, and operational consistency.
Key Responsibilities And Deliverables
Top candidates will have the following:
Client Engagement Leadership & Portfolio Oversight
- Lead a team of Client Engagement Partners responsible for end-to-end ownership of strategic client programs.
- Provide oversight of portfolio health, ensuring delivery quality and client satisfaction.
- Establish and maintain executive-level client relationships and support escalation management.
- Drive consistency in program governance, communication cadence, and executive reporting.
- Drive revenue retention and expansion through disciplined scope and deal shaping.
- Partner with Sales and Digital Strategy Managers to structure complex engagements.
- Standardize and enforce delivery methodologies and program planning frameworks.
- Ensure robust program plans including capacity planning and change control.
- Drive accountability for KPIs and contractual deliverables.
- Improve delivery efficiency and scalability.
- Lead, coach, and develop Client Engagement Partners.
- Build a high-performance culture focused on ownership and accountability.
- Align CEP capacity to client complexity.
- Partner with Product, Engineering, Sales, and Client Success for aligned execution.
- Enable CEPs to lead matrixed teams effectively.
- Partner with VP of Professional Services and Delivery and other Executive Directors to help drive initiatives to scale Professional Services delivery.
- Drive innovation in service delivery models and operating processes.
Demonstrated skills, competencies, and required experiences:
- 15–20 years of experience in client-facing services organizations.
- 7 years leading senior client program leaders (e.g., CEPs or Program Directors).
- Proven experience managing P&L and complex client engagements.
- Strong understanding of program governance and delivery lifecycle management.
- Experience in banking, fintech, SaaS, or consulting preferred.
Additional Accomplishments:
- MBA or executive-level certifications in IT
- Experience in banking, fintech, SaaS, or high-group technical software or consulting businesses
To ALL recruitment agencies: Candescent only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, Candescent employees, or any Candescent facility. Candescent is not responsible for any fees or charges associated with unsolicited resumes.