Director, Professional Services

Who We Are:
At Emburse, you’ll not just imagine the future – you’ll build it. As a leader in travel and expense solutions, we are creating a future where technology drives business value and inspires extraordinary results. Our AI-powered platform helps organizations modernize financial operations, increase visibility, and optimize spend across the enterprise.
The Director, Implementation is a senior delivery leader responsible for the end-to-end onboarding and
configuration of Emburse's enterprise travel and expense management solutions. This role owns the
implementation lifecycle for complex, multi-entity, multi-integration Enterprise-tier engagements, from
pre-sales scoping through go-live and handover to Customer Success and Support.   You will lead a team of Implementation Consultants and Project Managers, build and enforce delivery
standards, drive margin-positive outcomes, and serve as the primary delivery escalation point for your
book of enterprise accounts. You operate at the intersection of delivery execution, delivery economics,
and customer relationship management.   This role reports to the Senior Director, Professional Services (Americas) and partners closely with
Customer Success, Sales, and Product on pre-sales engagements, handover protocols, and
continuous improvement of the Emburse implementation methodology.   **This is a hybrid role (must be willing to be in our Dallas, TX office 3 days a week) and a minimum of 15% travel is required**

What You'll Do

• End-to-End Delivery Leadership: Own the implementation lifecycle for Enterprise-tier accounts, ensuring high-quality, predictable, and repeatable delivery from SOW execution through go-live.

• Team Development & Accountability: Lead, coach, and develop a team of Implementation Consultants and Project Managers, setting clear performance expectations and holding the team to high delivery standards.

• Delivery Rigor & Governance: Enforce structured project plans, milestone governance, risk escalation protocols, and professional executive-status communications across the portfolio.

• Strategic Portfolio Economics: Own and track delivery margins and P&L contributions, identifying levers to improve profitability and efficiency without sacrificing quality.

• Pre-Sales & Scoping Partnership: Collaborate with Sales and Solutions Engineering on complex pursuits to ensure SOWs are realistic, properly estimated, and protect services margins.

• Executive Account Management: Build executive-level relationships as a trusted delivery advisor, leading project kick-offs, steering committees, and go-live readiness reviews.

• Senior Escalation Management: Serve as the primary senior delivery escalation point for at-risk accounts, proactively mobilizing resources to recover project trajectory.

• Operational Methodology: Champion and enforce the Emburse PS delivery methodology, driving continuous improvement in templates, playbooks, and onboarding frameworks.

• Performance Metrics & KPIs: Define and track critical implementation KPIs, including time-to-go-live, hours per engagement, CSAT, and project margins.

• Cross-Functional Advocacy: Partner with Product and Engineering to advocate for configuration and integration improvements that accelerate customer time-to-value.

• Lifecycle Transitions: Ensure a seamless, structured handover to Customer Success and Support at go-live, providing fully documented configurations and stable account states.

• Resource & Capacity Planning: Participate in forecasting demand by engagement type and support strategic hiring decisions to ensure proper staffing and sequencing.

What You'll Bring

• 8+ years of experience in professional services, implementation, or consulting within the enterprise B2B SaaS sector
• At least 5 years in a dedicated leadership or people management role, with a proven ability to develop and hold high-performing delivery teams accountable
• Demonstrated success delivering multi-workstream enterprise software implementations, ideally within Finance, Procurement, ERP, or T&E solutions
• Proven experience with P&L ownership or delivery margin accountability, demonstrating a deep understanding of services delivery economics
• Expertise in scoping and estimating enterprise implementations, including developing and negotiating detailed Statements of Work (SOWs)
• Ma