Director, Professional Services (all genders)

The Director, Professional Services plays a pivotal role in overseeing the successful delivery of Icertis implementations. Reporting to the Associate Vice President of Professional Service, this position deploys our solutions to customers or supports our partner implementations across Europe.

We are seeking someone with extensive experience in large-scale implementations who can drive solution-focused discussions with customers and partners. This role encompasses P&L management, customer success, and fostering growth.

Location: Candidates can be based anywhere in Germany. For those based in Frankfurt, we work in a hybrid model, with two days per week spent collaborating with colleagues in our Frankfurt office.

This is an individual contributor role without people management responsibilities.

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Responsibilities

• Lead strategic customer accounts and executive stakeholder relationships across EMEA.
• Own delivery governance across complex multi-workstream transformation programs.
• Drive commercial performance including forecasting, margin management, change requests and renewals.
• Lead executive escalations and recovery efforts for high-priority customer engagements.
• Partner with Sales, Customer Success and Product teams to support account growth and customer retention.
• Drive AI-native delivery transformation and adoption of AI-powered solutions within Professional Services.
• Shape Professional Services strategy, operational excellence and delivery methodologies across the region.

Qualifications

• Experience delivering Professional Services in a software, SaaS, or technology environment.
• Strong project management or consulting background.
• Fluent in German and English.
• Proven success delivering large, complex implementation programs.
• Strong stakeholder management and influencing skills.
• Data-driven with strong risk identification and problem-solving abilities.
• Excellent customer relationship management skills.
• Track record of successful go-lives and customer outcomes.
• Able to manage multiple priorities and meet deadlines in a fast-paced environment.
• Strong AI mindset with experience implementing AI solutions, enabling digital transformation initiatives, and utilizing AI-powered tools to enhance implementation outcomes and customer value.