Director of Professional Services – US Retail (Remote)

Introduction

SymphonyAI is at the forefront of innovation, leveraging cutting-edge artificial intelligence and machine learning technologies to transform industries and drive business growth. As a global leader in AI-powered solutions, we empower organizations to harness the full potential of data-driven insights. SymphonyAI enterprise applications rapidly deliver transformative business value across retail, CPG, financial services, manufacturing, media, Enterprise IT (SymphonyAI Summit) and the public sector. SymphonyAI combines unrivalled AI technology, vertical expertise and industry-specific data and insights into applications that drive the highest value for customers. We are one of the largest and fastest growing AI portfolios. We are on a mission to build a “World Class Engineering Team” with a high-performance culture.

https://www.symphonyai.com/

Job Description

Key Responsibilities

Leadership & Strategy

• Define and execute the US Retail professional services and delivery strategy aligned with SymphonyAI’s global objectives and the needs of the North American retail market.
• Build, lead, and scale a high performing, customer focused Professional Services organization supporting US retail customers.
• Serve as a key leader within the Retail Services organization, partnering closely with Sales, Customer Success, and Product to drive growth, delivery excellence, and long term customer value.
  
  

Delivery Excellence

• Oversee the successful delivery and implementation of SymphonyAI Retail solutions for large enterprise retail customers across the US, ensuring projects are delivered on time, within scope, and at high quality standards.
• Establish and enforce delivery governance, risk management, and consistent implementation methodologies across all engagements.
• Drive continuous improvement across delivery processes, leveraging global frameworks while adapting best practices to meet US customer expectations.
  
  

Customer Engagement & Value Realization

• Act as executive sponsor for strategic retail customers, ensuring alignment on business objectives, milestones, and measurable outcomes.
• Partner with Sales and Customer Success to identify expansion opportunities, renewals, and long term account growth.
• Build trusted advisor relationships with senior retail executives, positioning SymphonyAI as a strategic partner rather than a vendor.
  
  

Commercial & Operational Management

• Own the US Professional Services P&L, including revenue forecasting, capacity planning, utilization, and margin performance.
• Collaborate with Sales on scoping, estimating, and structuring professional services engagements that balance customer value with commercial discipline.
• Track and manage delivery performance through KPIs and operational dashboards aligned with global metrics.
  
  

Collaboration & Alignment

• Partner closely with Product Management and Engineering to share customer insights and influence roadmap priorities and solution enhancements for retail customers.
• Collaborate with global Professional Services leaders to ensure consistency, scalability, and knowledge sharing across regions.
  
  

Essential

Qualifications & Experience

• 15 years of experience in enterprise software delivery, professional services, or consulting, with at least 5 years in a senior leadership role.
• Proven experience delivering complex SaaS, analytics, or AI driven solutions for large US retail enterprises.
• Strong understanding of retail business processes such as merchandising, supply chain, pricing, promotions, or category management.
• Demonstrated experience owning and managing a Professional Services P&L.
• Exceptional stakeholder management skills with the ability to influence executive level customers and internal leaders.
• Experience leading geographically distributed teams across the US.
  
  

Preferred

• Experience with AI, machine learning, or data driven enterprise platforms in retail.
• Background in business transformation, consulting, or large scale SaaS implementations.
• Experience operating within a global, matrixed organization.
• MBA or relevant advanced degree.
  
  

Personal Attributes

• Strategic leader with a strong execution mindset and willingness to stay close to delivery.
• Customer first leader who balances advocacy with accountability.
• Collaborative and decisive, with the ability to lead through influence.
• Comfortable operating in fast paced, evolving environments and scaling teams through change.
  
  

**This is a remote role**

About Us

SymphonyAI is building the leading enterprise AI SaaS company for digital transformation across the most critical and resilient growth industries, including retail, consumer packaged goods, financial crime prevention, manufacturing, media, and IT service management. Since its founding in 2017, SymphonyAI today serves 1500 Enterprise customers globally and has grown to 3,000 talented leaders, data scientists, and other professionals across over 30 countries.