Director of Professional Services (Located in the United Kingdom)

To learn more about our team and office culture in London, England (UK), visit the following links. 
Careers Page: https://www.knowbe4.com/careers/locations/york
Glassdoor: https://www.glassdoor.com/Location/KnowBe4-York-Location-EI_IE969384.0,7_IL.8,12_IC3297365.htm
LinkedIn: https://www.linkedin.com/company/knowbe4/life/uk/

The Director, Professional Services is a critical management position in Professional Services within the Global Customer Services organization.   The position involves overseeing the strategy, operations, and growth of the Professional Services team. This role combines high-level management with hands-on technical expertise, driving customer success through effective deployment strategies. The ideal candidate will excel in leadership, team development and cross-functional collaboration, while maintaining strong product and platform knowledge, the ability to engage with customers and team members directly in complex implementations and help manage critical issues and escalations to resolution quickly and effectively.

Responsibilities:

• Provide strategic leadership to the Professional Services team to accelerate and improve solution delivery, operational execution, time to value and customer success

•  Drive the development and execution of scalable onboarding and implementation processes to ensure timely and successful customer go-lives

• Oversee the delivery of technical solutions and strategic guidance to customers throughout their lifecycle

• Monitor key performance metrics related to utilization, on-time project delivery, time to value and customer satisfaction

• Establish and evolve implementation methodology best practices to drive implementation excellence.

• Manage resource planning and hiring in collaboration with leadership to build and maintain a high-performing team

• Lead and develop direct reports through performance management processes, including goal setting, reviews, and career planning

• Coordinate training and mentoring programs for Professional Services team members to facilitate continuous learning and skill development

• Serve as an escalation point for other Professional Services team members on complex implementation or high visibility customer engagements.

• Collect and channel customer feedback to product development teams, contributing to product improvement and innovation.

• Drive transformation initiatives and programs to improve organizational execution and customer satisfaction

Minimum Qualifications:

• 8+ years experience in onboarding, implementation, and technical consulting experience
• 3+ years management experience with proven leadership experience in customer implementation and/or customer success within a B2B SaaS environment.
• Strong understanding of customer onboarding processes, technical solution delivery, and customer lifecycle management.
• Demonstrated ability to build and scale high-performing teams.
• Excellent communication, stakeholder management, and problem-solving skills.
• Technical proficiency with SaaS platforms, APIs, and system integrations.
• Results-driven with a focus on delivering exceptional customer experiences
• Bachelor's degree in Computer Science, Information Security, or a related field
• Excellent customer-facing communication skills.
• Excellent time management and organization skills
• Strong collaborative and teamwork skills
• Highly organized and result-oriented
• Demonstrates integrity, accountability, respect, and commitment
• Flexibility, integrity and creative problem-solving skills
• Ability to build good working relationships across all functions and levels of the organization