Senior Director, Professional Services - NPO Implementations

About Bonterra

Bonterra exists to propel every doer of good to their peak impact. We measure that impact against our vision to increase the giving rate as a percentage of GDP from 2% to 3% by 2033. We know that this goal is lofty, but we are confident that the right technology and expertise will strengthen trust in the sector, allowing the social good industry to accelerate growth and reach peak impact. Bonterra's differentiated, end-to-end solutions collectively support a unique network of over 20,000 customers, including over 16,000 nonprofit organizations and over 50 percent of Fortune 100 companies.

Employment Type: Full time

Role Overview

Reporting to the SVP, Professional Services, the Senior Director of Professional Services is a key leadership role responsible for driving the strategy, operations, and financial performance of the company's Professional Services organization focused on implementation services for our non profit customers. The Senior Director will work closely with cross-functional teams, including Sales, Product Management, and Support, to design and ensure successful delivery of professional services engagements and customer satisfaction with implementation service offerings that help our customers grow and realize value from our software.

What You’ll Do

Leadership and Team Management

• Lead and develop teams of consultants and project managers that work directly with customers to successfully configure and implement multiple software solutions.
• Cultivate a high-performing team environment that aligns with Bonterra's mission and goals.
• Mentor, coach, and grow a high-impact services team; foster a collaborative, inclusive culture aligned to Bonterra’s mission.
• Conduct regular performance reviews, providing constructive feedback and setting clear goals.
• Collaborate with Business Operations and Finance to develop capacity and hiring plans, assist in creating Annual Operating Plan (AOP) budgets, and manage the P&L for Non Profit Implementation Services.

Strategic Planning and Execution

• Develop and execute strategic plans aligned with Bonterra's mission to enhance the impact of social good organizations.
• Drive innovation in service delivery, identifying opportunities for new services, process improvements, and technology enhancements.
• Lead the development of new service offerings, from conception to launch, building out the business case and gaining stakeholder buy-in.
• Align departmental missions and goals with Bonterra's overall company strategy to ensure cohesive progress.

Client Delivery & Quality Oversight

• Build out project teams, determining capacity and budget requirements.
• Oversee implementation engagement delivery to ensure scope, timelines, and budgets are consistently met.
• Sponsor major projects, escalations, and complex customer engagements.
• Regularly update leadership on project status and progress, identifying and mitigating risks as needed.
• Evaluate partner performance and foster relationships that expand capacity and innovation.

Key Performance Indicators (KPIs)

• Utilization Rate: Maintain optimized billable utilization across services teams.
• Gross Margin: Achieve or exceed margin targets through effective resource planning and cost controls.
• Customer Satisfaction (CSAT): Monitor and improve CSAT scores post-implementation.
• On-Time Delivery: Track and improve engagement timeliness and project milestone adherence.
• Revenue Influence: Drive services attach rate, renewal readiness, and expansion support.
• Team Retention: Sustain high team engagement and retention through strong leadership and development.

Sales Enablement

• Assist the Sales Enablement team in selling new services and updating existing services.
• Participate in sales calls to provide sales and subject matter expertise, ensuring potential clients understand the value of Bonterra's offerings.

Required Experience

• 10+ years of experience in professional services with at least 5 years in a senior leadership capacity.
• SaaS company