Global Director of Professional Services

Phocas Software is on a mission to help companies make better data-driven decisions and unlock growth. As our Global Director of Professional Services, you'll lead the worldwide delivery organization that ensures customers realize value quickly, adopt our solutions successfully, and stay delighted throughout their journey. This is a rare chance to build and scale a high-performing team that drives measurable business outcomes for customers while keeping the Professional Services function cost neutral or better.

Phocas is expanding globally, with an increasing number of customers relying on us to deliver critical insights through their data. The Professional Services organization sits at the center of this growth—bridging Sales, Product, and Customer Success to ensure projects are delivered seamlessly, on time, and with high customer satisfaction. By strengthening our delivery model, leveraging automation and AI, and building talent density in the team, you will set the foundation for scalable, world-class implementations.

Why This Role Matters

• Customer Adoption{{:}} Driving successful delivery means customers adopt our solutions faster, leading to stronger retention and expansion.
• Time-to-Value{{:}} Shortening implementation cycles helps customers realize value quickly, reinforcing the business case for Phocas.
• Operational Excellence{{:}} Capacity planning, backlog reduction, and process automation enable us to deliver more efficiently at scale.
• Customer Voice{{:}} High CSAT and structured feedback loops ensure customer needs shape our roadmap and delivery model.
  
  

Team Structure & Growth Plan

You will oversee a global team of delivery professionals, building a strong leadership bench that can coach and develop talent across technical and customer-facing skills. The team is highly cross-functional, working closely with Sales, Pre-Sales, Customer Success, Product, and Solutions. Under your leadership, the team will expand its global reach, adopt new technologies, and continuously refine its delivery practices.

What You Will Be Responsible For

• Leading the global Professional Services organization to deliver consistent, high-quality implementations.
• Building and developing a talent-dense leadership team that mentors and scales delivery capacity.
• Overseeing project execution to meet timelines, scope, and quality standards.
• Reducing backlog and ensuring accurate capacity planning and forecasting.
• Partnering with Sales, Account Management, and Customer Success for seamless handoffs and accountability.
• Collaborating with Pre-Sales to ensure all projects are scoped and packaged correctly.
• Providing structured feedback to Product and Solutions to inform roadmap priorities and improve ease of implementation.
• Implementing AI agents, automation, and an improved PS tech stack to enhance efficiency.
• Launching and managing CSAT measurement programs to drive continuous improvement.
• Personally engaging with Major tier implementations and supporting critical customer projects.
  
  

Who We Are Looking For

• An experienced leader of global Professional Services or consulting teams.
• Someone who has built and scaled customer-focused, high-performing teams.
• Strong track record of driving adoption, time-to-value, and customer satisfaction.
• Skilled in capacity planning, backlog management, and operational forecasting.
• Comfortable partnering cross-functionally across Sales, Success, and Product.
• Excited to embrace and deploy technology, automation, and AI to optimize services.
• A hands-on leader who is willing to engage directly with customers when needed.
  
  

Bonus if You Have

• Experience delivering in a SaaS or data/analytics software company.
• Background in designing and packaging services offerings with Product Marketing.
• Familiarity with scaling PS organizations while maintaining cost neutrality.
• Experience implementing modern PS tools and project automation platforms.
  
  

Why Phocas?

Phocas Software is a profitable, growing SaaS company with a loyal customer base and a category-leading product. With a clear path toward scaling from $70M to $250M and a reimagined GTM structure, this is a prime moment to join and shape the future of how we deliver value to customers.

You'll have executive-level visibility, global scope, and the mandate to build a world-class delivery organization. This is a greenfield opportunity to design how Professional Services accelerates customer adoption, drives measurable time-to-value, and fuels long-term customer success—all while operating at cost neutral or better.

If you're energized by transformation, growth, and the chance to build a revenue-impacting services team that delivers meaningful outcomes for customers at scale, this is the role for you.

We know that fun is different for everyone. So, if you want to try out innovative approaches to sales, lead a project, save the planet, or spend more time with your favourite people outside work, you'll have our full support.

As long as you're doing what brings you joy, the rest falls into place. Think less stress, higher performance, more energy and all-round nicer human. Your friends and family will be delighted.

Create your happy place

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Work From Home
• Wellness Resources
  
  

Phocas is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.