Responsibilities

Workato is looking for an exceptional Professional Services Practice Director to lead and scale our Americas West Professional Services team. This strategic, high-impact leadership role is responsible for building a high-performing, customer-first services organization that plays an integral role in customer adoption, satisfaction, and retention.

You will own key performance metrics including services bookings, revenue, team utilization, customer satisfaction, and operation efficiency. As a key leader, you will oversee a team of Engagement Managers, Delivery Managers, and Technical Managers, with accountability for delivery quality, scalable operations, and talent development. This role requires a proven track record in leading SaaS professional services at scale, with deep expertise in delivery excellence, people leadership, and business growth. You must be able to keep customer value top-of-mind, while strategically balancing the cost and revenue growth of the team.

In this role, you will also be responsible to:

Leadership & Team Management

• Lead, coach, and develop a high-performing, regional team of Engagement Managers, Delivery Managers, and Technical Managers.

• Build a culture of accountability, operational rigor, and customer focus.

• Drive recruiting, onboarding, coaching, and retention of top talent.

• Establish clear team structures, career paths, and professional development plans.

• Delivery Definition & Excellence
  

• Enforce consistent delivery methodologies (Agile, Waterfall) and best practices across all services engagements.

• Ensure engagements are delivered on-time, on-budget, and with high quality.

• Lead risk mitigation and escalation strategies across the project portfolios.

• Delegate standardization of tools, templates, and delivery documentation for scale and repeatability.

• Continuously improve delivery processes and customer experience.

• Identify areas to improve delivery with the use of AI.

• Sales Alignment & Offer Development

• Partner with Sales, Product, and Customer Success to design offerings and methodologies that drive customer satisfaction, retention, and expansion.

• Support pre-sales efforts by articulating the business value of professional services and advantages of the Workato platform.

• Work collaboratively with Workato delivery partners to set customers up for optimized success at scale.

• Streamline scoping, contracting, and quoting processes to accelerate deal cycles.

• Evolve services portfolios in alignment with Workato’s product innovations and customer needs.

• Act as an executive sponsor for strategic accounts and key engagements.

• Customer Success & Engagement

• Ensure customers realize rapid time-to-value and achieve key adoption milestones.

• Oversee advisory, onboarding, and implementation engagements that lay the foundation for long-term customer success.

• Guide Engagement Managers to build account plans that support renewal and expansion.

• Strategic Operational Planning & Performance

• Own PS P&L, including bookings, revenue, margin, and utilization.

• Optimize regional and global resource planning across onshore, nearshore, offshore, and subcontractor models.

• Monitor and manage key metrics across delivery, customer satisfaction, and operational efficiency.

• Lead investment initiatives while maintaining financial discipline and delivery accountability.

• Provide strategic input into pricing, packaging, and go-to-market strategies.

Requirements

Qualifications / Experience / Technical Skills

• 10+ years experience selling professional services for a SaaS company.

• 5+ years leading professional services team, including Engagement Managers, Delivery Managers, and technical resources.

• Proven ability to coach sellers on portfolio management and expansion strategies, growing accounts with large and complex pursuits ($M+).

• Proven ability to coach project managers in various delivery methodologies (Agile, Scrum) to deliver predictable and optimized revenue recognition.

• Proven P&L ownership experience for a services organization or department.

• Proven track record of driving software expansions as a result of managing a professional services team.

• Ability to navigate complex, enterprise-level customer relationships and drive executive engagement.

• Demonstrated ability to develop and maintain C-level relationships that recognize you as a trusted advisor, preferably in the integration or automation space.

• Strong interpersonal skills with the ability to convey and relate ideas to others and work in a collaborative and cross-functional environment.

• Excellent verbal and written communication skills and the ability to communicate ideas visually and create and conduct professional presentations.

• Self-starter and ability to work independently and as part of a distributed team, and willingness to take ownership of situations and problems.

• Willingness to travel up to 50%

Preferred / Nice-to-haves:

• Understanding of iPaaS market and the role of integration and automation in digital transformation.

• Knowledge of API integrations, middleware, and enterprise system connectivity (ERP, CRM, eCommerce).

• Experience managing or delivering large-scale SaaS implementations in enterprise environments.

• Knowledge of enterprise systems and integration architecture.

• Bachelor’s degree required; MBA preferred.

• PMP, Scrum, or Agile certification is a plus.