n2y · 1 day ago
Director, Professional Services
United States
Full-time
Remote
Lead/Staff, Director/Executive
5+ years expEverway is a global leader in Neurotechnology software, dedicated to transforming communication and understanding. The Director of Professional Services will lead the Implementation and Professional Learning functions, ensuring customer onboarding success and fostering a customer-centric culture.
EducationHigher EducationSpecial EducationTutoring
Responsibilities
Develop and implement a unified strategic vision for the Professional Services organization that drives customer success, product adoption, and operational excellence
Align departmental goals, processes, and performance metrics with broader company objectives and revenue strategies
Lead cross-functional collaboration to ensure a seamless transition from Sales through Implementation and Professional Learning
Oversee the end-to-end implementation process, ensuring consistent, efficient, and high-quality customer onboarding experiences
Establish, monitor, and optimize KPIs—including Time to Value (TTV), project timelines, customer satisfaction, service margins, and quality measures.Manage resource planning and capacity models to support multiple concurrent implementations while meeting critical project milestones
Serve as an escalation point for complex or high-impact implementations, ensuring timely and customer-focused resolution
Oversee the design, delivery, and continuous improvement of professional learning programs
Ensure training experiences are pedagogically sound, engaging, and aligned with product updates and customer needs
Guide the development of high-quality training resources, assets, and learning pathways that support scalable, consistent service delivery
Monitor industry trends and customer feedback to drive innovation and maintain a best-in-class learning experience
Lead, mentor, and coach managers and their teams across Implementation and Professional Learning
Own performance management and talent development across the Professional Services organization, including goal setting, addressing underperformance, and succession planning
Build a positive, high-performance culture that prioritizes customer outcomes, accountability, and professional growth
Support hiring, onboarding, and skill development to scale the department effectively
Create and optimize scalable processes, systems, and tools to support efficient, consistent, and repeatable service delivery
Use data insights, customer feedback, and performance metrics to refine processes and enhance customer experience
Oversee departmental budgeting, financial planning, and resource allocation
Partner with Sales, Customer Success, and Product leadership to align on customer goals, handoffs, and lifecycle strategy
Conduct executive-level reporting on performance, successes, risks, and areas for improvement
Promote a culture of collaboration, transparency, and customer-centric excellence across all service functions
Qualification
Required
5+ years of experience in customer implementation, professional learning, customer success, or related service delivery roles, with at least 3 years in a leadership capacity
Proven experience designing, scaling, and optimizing service delivery programs (implementation, training, onboarding, or professional learning)
Strong strategic and operational mindset, with experience improving efficiency through processes, tools, and data-driven decision making
Demonstrated success leading high-performing teams and fostering a positive, customer-focused culture
Exceptional communication, presentation, and relationship-building skills across cross-functional teams and with senior stakeholders
Proficiency with CRM and project management tools; experience utilizing data and KPIs to guide decisions and measure impact
Preferred
Advanced degree in Education, Business, or a related field
Experience in EdTech or working with K–12 or higher education institutions
Knowledge of instructional design, adult learning theory, or educational best practices
Experience developing scalable training or onboarding programs
Familiarity with Learning Management Systems (LMS), CRM technologies, and professional learning platforms
Benefits
Competitive salary with bonus opportunities
Flexible work schedules
Comprehensive health and wellness benefits
Flexible time off plans
Career growth through development programs
Company
n2y
N2y is a developer of education curricula and teaching materials for K-12 students with special needs.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
Providence Equity Partners
2023-04-04Acquired
2019-11-19Private Equity
2016-07-19Private Equity
Leadership Team
Christin Wostmann
CEO,President
Recent News
Company data provided by crunchbase