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) Mastery of risk management, milestone governance, resource allocation, and cross-functional stakeholder communications Working knowledge of corporate card programs, expense policy configuration, travel booking workflows, and AP/invoice automation Knowledge of enterprise integrations such as ERP connectors (SAP, Oracle, NetSuite), SSO/SAML, HRIS data feeds, and financial data exports Experience with GDS environments (Sabre, Amadeus, Travelport) or TMC workflow integrations is considered a significant advantage Proficiency in using CRM and PSA tools, such as Salesforce and Certinia/FinancialForce, for project tracking and revenue recognition Exceptional clarity and directness in written and verbal communication across all organizational levels Ability to utilize KPIs and structured data to drive organizational change and build scalable, repeatable delivery systems Why Emburse? Finance is changing—and at Emburse, we’re leading the way. Our AI-powered solutions help organizations eliminate inefficiencies, gain real-time visibility, and optimize spend—so they can focus on what’s next, not what’s slowing them down. • A Company with Momentum – We serve 12M+ users across 120 countries, helping businesses modernize their finance operations. • A Team That Innovates – Work alongside some of the brightest minds in finance, tech, and AI to solve real- world challenges. • A Culture That Empowers – Competitive pay, flexible work, and an inclusive, collaborative environment that supports your success. • A Career That Matters – Your work here drives efficiency, innovation, and smarter financial decision-making for businesses everywhere. Shape your future & find what’s next at Emburse. Emburse provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Emburse complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment.