Head of Professional Services, US

Head of Professional Services, US

Location: Sunnyvale, CA

Experience: 15 Years

eGain is the leading AI knowledge platform for enterprises. As organizations embrace AI-powered autonomous business operations, eGain provides the foundational knowledge infrastructure that makes it all possible. Our platform serves as the single source of truth for enterprise knowledge—capturing, synthesizing, curating, personalizing, publishing, and delivering trusted content that powers AI systems and empowers human experts alike.

Our solutions enable leading companies including JP Morgan, Liberty Mutual, Florida Blue, and Bosch to transform their customer operations through intelligent knowledge management. As the enterprise of tomorrow takes shape, eGain stands at the center—providing the knowledge backbone for AI-driven business operations.

The Opportunity

This is your chance to change the way knowledge works in the modern enterprise. As Head of Professional Services for the US, you’ll build and lead an organization that not only delivers exceptional customer outcomes but also cultivates a thriving ecosystem of delivery partners and value-added providers.

Leveraging eGain’s product leadership, rapid innovation cycle, and open platform architecture, you’ll develop scalable delivery models that enable partners to extend our reach and accelerate customer success. This role goes beyond traditional professional services—you’re architecting the delivery ecosystem for the AI-powered enterprise.

What You’ll Do

Build a Scalable Services Organization

• Lead and grow the US professional services team, establishing best practices for implementation, integration, and optimization of eGain solutions
• Develop scalable delivery methodologies that balance eGain-led implementations with partner-enabled deployments
• Create centers of excellence around key customer use cases in customer service, knowledge management, and AI-powered automation
• Drive operational excellence through standardized processes, tools, and metrics

Cultivate a Partner Ecosystem

• Identify, recruit, and enable strategic delivery partners who can extend eGain’s implementation capacity
• Build comprehensive partner enablement programs including training, certification, and go-to-market resources
• Develop co-delivery models that leverage partner expertise while maintaining quality and customer satisfaction
• Foster a community of value-added providers who build complementary solutions on eGain’s open platform
• Create mutually beneficial economic models that incentivize partner growth and investment

Drive Customer Success

• Own end-to-end customer delivery from implementation through optimization and expansion
• Ensure customers realize rapid time-to-value and achieve their business objectives
• Build deep relationships with customer stakeholders, becoming a trusted advisor on knowledge management strategy
• Develop success frameworks that demonstrate ROI and create expansion opportunities
• Partner with sales and customer success teams to drive adoption and growth

Champion Innovation in Delivery

• Leverage eGain’s rapid innovation cycle to keep delivery practices at the cutting edge
• Translate product capabilities into customer value through creative solution design
• Develop accelerators, templates, and IP that speed implementation and increase predictability
• Lead thought leadership around knowledge management best practices for AI-powered enterprises
• Experiment with new delivery models that take advantage of eGain’s platform openness

Lead Cross-Functional Collaboration

• Partner with product management to influence roadmap based on customer and partner feedback
• Work with sales to shape deals and ensure successful transitions from pre-sales to delivery
• Collaborate with customer success to create seamless handoffs and ongoing value realization
• Engage with marketing to develop case studies, reference architectures, and partner success stories

What We’re Looking For

Essential Experience

• 15 years in professional services, consulting, or customer-facing delivery roles
• 7 years in leadership positions building and scaling services organizations
• Proven track record developing and managing partner ecosystems and channel delivery models
• Deep experience with enterprise software implementations, particularly SaaS/cloud platforms
• History of success in customer service, CRM, or knowledge management domains
• Demonstrated ability to build organizations from the ground up or transform existing ones

Leadership Qualities

• Strategic thinker who can envision ecosystem models and translate them into operational reality
• Builder mentality with passion for creating organizations, processes, and partner networks
• Customer-centric leader who obsesses about delivering value and driving outcomes
• Collaborative partner who works effectively across product, sales, and customer success
• Change agent who thrives in fast-paced, innovative environments
• Excellent communicator who can articulate vision and inspire teams and partners

Technical Acumen

• Strong understanding of enterprise software architecture and integration patterns
• Familiarity with AI/ML concepts and how knowledge powers intelligent systems
• Appreciation for platform thinking and ecosystem development

Entrepreneurial Spirit

• Hungry to build something meaningful and transformative
• Bold vision for what professional services can become in the AI era
• Pragmatic execution skills that turn strategy into results
• Comfort with ambiguity and ability to navigate through complexity

Why This Role Matters

Knowledge management is no longer a nice-to-have—it’s becoming mission-critical infrastructure for AI-powered enterprises. As businesses automate customer operations through AI, the quality, accessibility, and governance of knowledge becomes paramount.

In this role, you’re not just leading professional services—you’re enabling an entire ecosystem to capture, refine, and leverage knowledge in ways that were never before possible. You’re helping organizations prepare for autonomous business operations where AI and humans work together seamlessly, powered by trusted knowledge.

The organizations that get knowledge right will lead their industries. The delivery ecosystem you build will determine how quickly and successfully enterprises can make that transformation.

Why eGain

• Product Leadership: Work with a platform that’s genuinely differentiated and solving real problems
• Rapid Innovation: Leverage continuous product evolution to stay ahead of market needs
• Open Platform: Build on an architecture designed for ecosystem development
• Enterprise Customers: Work with sophisticated organizations tackling complex challenges
• Mission-Driven: Change how knowledge works in the enterprise of tomorrow
• Growth Opportunity: Shape the professional services strategy for a market leader
• Competitive Compensation: Salary, bonus, equity, and comprehensive benefits

Ready to Lead the Knowledge Revolution?

If you’re a leader who wants to build something meaningful, develop an ecosystem that multiplies impact, and change how enterprises leverage knowledge in the AI era, we want to talk to you.

Join eGain and help power the autonomous enterprise through exceptional professional services and a thriving partner ecosystem.

Our Hiring Process is “Easy with eGain”

Step 1

Written test

• Aptitude section – this is a GRE style test (60 minutes or less)
• Functional section – this is a take-home test

Step 2

Panel interview (in-person at eGain Sunnyvale office)

Next step

Email your resumé to hiring@egain.com with the position title “Head of Professional Services, US” in the email subject.

Compensation

• Base salary is $250,000 per year, plus a commission of up to $50,000.
• Stock options.

Please note that the compensation package can vary based on the candidate’s qualifications and experience level.