Director, Global Professional Services

Location: Boston, MA (or surrounding areas on the US East Coast)

Position Type: Full-Time

Company Overview

Leapwork is the leading global AI-powered visual test automation platform. We empower the world's largest enterprises to adopt, maintain, and scale automation in less than 30 days. Unlike traditional test automation, Leapwork is as easy and intuitive to use as assembling Lego blocks, even for the most complex test automation cases. This is why we are used by hundreds of global enterprises across all industries, from banks and insurance companies to life sciences, government, and aerospace.

Job Summary

Leapwork’s Global Customer Success organization is responsible for the onboarding, adoption, and growth of the company’s rapidly growing customer base. With industry-leading satisfaction scores and retention rates, this multi-disciplined team is at the forefront of ensuring each Leapwork customer achieves their desired outcome and experience. The Global Director of Professional Services will be a key member of Leapwork’s Customer Success leadership team and will be responsible for leading and scaling our global PS function.

This role will focus on consultative leadership, operational excellence, co-delivery with our certified Leapwork partners, and the development of commercially attractive packaged offerings to both customers and our partners.

Key Responsibilities

• Oversee the delivery of Professional Services engagements to ensure customer satisfaction through high-quality delivery.
• Optimize the team for operational excellence aligned to the Customer Success teams to create an integrated customer experience.
• Be a strong partner to Sales to pitch, scope and position services required to give customers confidence and make them successful.
• Evolve and standardize services offerings to deploy and accelerate adoption for our customers globally.
• Set, track, and motivate the team to reach quarterly targets for core metrics and initiatives to drive departmental success.
• Establish and manage relationships with certified Leapwork partners for co-delivery of services in a programmatic way.
• Develop, maintain, and optimize packaged offerings that are commercially attractive to both customers and partners.
• Build and lead a high-performing Professional Services team, emphasizing a culture of operational excellence, transparency, and a customer-first mindset.

Qualifications

• Minimum of 5 years of experience in a SaaS Professional Services leadership role and a total of 10 years’ experience in the software industry.
• Proven track record in a consultative business, understanding the business model and metrics associated with delivering Professional Services.
• Exceptional commercial mindset with an understanding of Professional Services’ role to enable reaching desired goals for SaaS business metrics.
• Excellent communication skills, both written and verbal.
• Strong understanding of digital technology including software development life cycle, quality assurance, software testing and common application stacks.
• Extensive experience with managing Partner relationships and Partner delivered services. Build, nurture and develop an ecosystem of skills to support and extend Leapworks platform offerings
• Ability to travel to customer sites and remote offices globally
• A bachelor’s degree in business, Computer Science, or a related field is required. An MBA is a plus.