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Crisp · 1 day ago

Director, Professional Services Engagements

USA

Full-time

Onsite

Director/Executive

8+ years exp

Crisp Inc is the leading collaborative commerce platform that connects CPG brands to real-time sales and inventory data from retailers and distributors. The Director of Professional Services Engagements is responsible for leading customer engagements, ensuring alignment between customer outcomes and commercial goals, and driving platform adoption.

E-CommerceGroceryMarketplace

No H1B

Responsibilities

Own end-to-end delivery of Professional Services engagements including:

Strategy & Innovation Workshops

Rapid Value Pilots / Bootcamps

Platform Implementations

Forward-Deployed Engagements and Dedicated Capacity Pods

Establish and manage engagement governance: scope, milestones, risks, dependencies, and decision forums

Lead executive-facing status updates and steering committees, ensuring clarity on progress, outcomes, and value delivered

Manage scope change, tradeoffs, and expectations to protect delivery quality, margin, and customer trust

Translate customer business objectives into structured delivery plans with clear workstreams, success metrics, and value hypotheses

Coordinate cross-functional teams spanning:

Professional Services delivery resources

Product and Engineering

Solutions, Sales, and Customer Success

Third-party implementation or consulting partners

Drive alignment across stakeholders while maintaining accountability for outcomes

Partner with Sales and Customer Success on engagement scoping, SOW development, pricing, and resourcing strategies

Own engagement economics including margin, utilization, and partner costs

Ensure services engagements accelerate:

Sales velocity (shorter deal cycles, larger deal sizes)

Product adoption and expansion

Net Dollar Retention (NDR)

Identify expansion opportunities and transition points from Services-led value to recurring software revenue

Plan and manage staffing across Crisp employees and delivery partners

Forecast demand and resource needs across concurrent engagements

Ensure optimal use of forward-deployed talent while maintaining delivery quality and team sustainability

Lead day-to-day execution of partner-delivered or hybrid engagements

Ensure partners adhere to Crisp delivery standards, methodologies, and reporting expectations

Act as the single point of accountability for customer outcomes regardless of delivery model

Define and track value realization metrics for each engagement (time-to-value, adoption, operational impact)

Ensure insights from customer deployments are fed back into Product and Engineering to inform roadmap priorities and product hardening

Help evolve Crisp’s delivery playbooks, methodologies, and service offerings based on field learnings

Qualification

Professional Services ManagementProgram LeadershipEnterprise SaaS ExperienceData Platforms KnowledgeCustomer Delivery ExperienceCross-functional LeadershipGritPeople SkillsIngenuityCollaborationFeedback Orientation