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Icertis is the global leader in AI-powered contract intelligence, trusted by more than one-third of the Fortune 100 to manage millions of commercial agreements across 90+ countries. The Director, Professional Services will oversee the successful delivery of Icertis implementations across Europe, reporting to the Associate Vice President of Professional Services.
This is an individual contributor role (no people management) focused on deploying solutions to customers and supporting partner implementations. You will drive solution-focused discussions with customers and partners, manage P&L for implementation engagements, ensure customer success, and foster growth across the region.
Key responsibilities include:
- Lead and support complex client implementations, ensuring successful delivery and customer satisfaction
- Manage project scope, timelines, budgets, and deliverables to keep implementations on track
- Identify risks proactively and drive effective mitigation strategies
- Set and manage customer expectations throughout the implementation lifecycle
- Serve as a trusted advisor on implementation best practices and solution adoption
- Monitor implementation capacity, workload, and project health to anticipate and address delivery challenges
- Drive continuous improvement through enhanced processes, methodologies, tools, and policies
- Act as the primary point of contact for customer escalations during implementation engagements
- Partner closely with Product, Engineering, QA, and cross-functional teams to improve customer outcomes
- Enable and support partners in the successful implementation of Icertis solutions
Location: Candidates can be based anywhere in Germany. For those based in Frankfurt, the role operates on a hybrid model with two days per week in the Frankfurt office.
Requirements:
- 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
- Ability 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
