Director of Professional Services

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Reporting to the Head of Delivery, the Director of Professional Services is Clariti's most senior client-facing delivery leader: a recognized thought leader, trusted executive advisor, and force multiplier for the broader Professional Services organization. Operating as a subject matter expert in delivery, you won't simply manage implementations - you'll define how they are delivered, shape the frameworks the organization scales with, and mentor the next generation of Clariti delivery talent. This role is a true player-coach, where you will leverage your expertise to develop your team while also taking the lead across our most critical engagement at Clariti.

At this level, you see beyond the project to the system. You unlock new business opportunities, forecast trends before they surface, and balance customer, partner, and business priorities with the nuance that comes only from deep institutional knowledge and battle-tested judgment. You hold the attention of executive audiences, navigate the most complex stakeholder dynamics, and build the organizational structures and cultures through which great delivery consistently happens.

If you have a proven track record of leading high-visibility, high-risk programs across government and civic technology - and you're driven to shape how a high-growth SaaS company delivers transformation at scale - this role is built for you.

As a Director, Professional Services at Clariti, you’ll be accountable of:

Strategic Delivery Leadership

Own the end-to-end delivery of Clariti's most complex, highest-visibility engagements, managing project governance, schedules, budgets, milestones, and success criteria across concurrent implementations with multiple client organizations.

Articulate clear delivery vision and strategic priorities to align large, cross-functional teams, including Implementation Consultants, Delivery Architects, Technical Account Managers, and Product and Engineering, ensuring every team has clear authority and targets that ladder up to shared outcomes.

Support continuously improving Clariti's repeatable delivery frameworks, structured retrospectives, and customer feedback loops, pioneering innovative solutions where no standard playbook yet exists and driving sustainable process improvement across the PS organization.

Anticipate risks and crises before they materialize; proactively devise and execute contingency plans, managing project scope changes and emerging threats with high autonomy and minimal escalation.

Executive Advisory & Stakeholder Management

Serve as a trusted strategic advisor to the most senior client stakeholders, mayors, CIOs, department directors, and agency heads, building deep relationships before dependencies arise and breaking down barriers between client functions and Clariti teams.

Lead recurring executive steering committees and check-ins, connecting project progress to city outcomes in a way that holds the attention of, and inspires, senior audiences, adjusting presentations in real time based on audience reaction and handling challenging Q&As with confidence.

Anticipate stakeholders' agendas and potential objections; proactively prepare and deploy effective engagement strategies that gain alignment across competing motivations and diffuse tension before it escalates.

Understand and manage the full spectrum of stakeholder interests, across regions, functions, and organizational levels, determining the appropriate style and depth of engagement for every interaction.

Delivery Excellence & Quality

Champion a delivery culture grounded in structured, data-backed metrics and storytelling, connecting performance to tangible government outcomes such as reduced permitting times, faster intake cycles, and measurable throughput improvements that give stakeholders the evidence to trust and advocate for Clariti.

Design systems and organizational structures for delivery teams that translate into consistently high-quality output, including resource models, delegation frameworks, and performance review cadences that keep teams engaged and accountable.

Apply advanced process improvement principles to deploy sustainable delivery initiatives; build a data-driven culture of continuous improvement and defect reduction across PS engagements.

Implement rigorous quality control processes; ask targeted questions that surface potential challenges without getting lost in the weeds, and validate impact through structured, transparent performance reviews.

Plan and prioritize resources across multiple concurrent engagements to ensure sufficient resourcing for targeted timelines, balancing utilization, team health, and delivery quality without burnout.

Organizational Learning & Knowledge Leadership

Build city personas, engagement playbooks, and scalable frameworks that translate project-level insights into organizational learning, distributing knowledge across PS and feeding structured product feedback into Clariti's roadmap.

Surface customer insights that influence Clariti's product and go-to-market strategy, acting as the voice of the customer in cross-functional conversations with Product, Engineering, Sales, and executive leadership.

Teach and develop the next generation of Clariti delivery talent, mentoring Principal ICs, Lead ICs, and Engagement Managers through coaching, modeled behavior, and structured development opportunities.

Leverage network and external influence to recruit and hire strong delivery talent; use institutional knowledge to identify and champion high-potential team members.

Consistently seek out new sources of knowledge and best practices; develop and distribute written knowledge pieces, playbooks, guides, frameworks, that enrich Clariti's delivery capability at scale.

Reporting & Cross-Functional Contribution

Provide regular reports and updates to the PS Director of Implementation and COO on the performance, risks, and strategic progress of all assigned engagements, structured for executive consumption and actionable by leadership.

Engage senior leadership through planning cycles, progress reports, and presentations for highly visible, broad-scale programs requiring extensive cross-functional coordination.

Contribute to Clariti's strategic planning by identifying new business opportunities with measurable impact to company objectives, informed by deep understanding of customer and partner nuances.

What do you bring to the team? 🧠

Experience & Track Record

12+ years of experience leading and delivering enterprise-level or government transformation engagements in a SaaS, professional services, or civic technology environment.

Demonstrated track record of managing the most complex, highest-risk, multi-stakeholder programs end-to-end, including situations requiring recovery from dissatisfied clients or failed prior implementations.

Acknowledged thought leader within at least one prior organization on delivery methodology, client engagement, or public sector implementation.

Experience designing and owning delivery frameworks and feedback loops at an organizational level, not just executing within them.

Demonstrated financial acumen and P&L ownership including accountability for revenue, gross margin, utilization, pricing, and forecasting, along with a proven record of leading critical client engagements with contract values of $25M or more; this includes full delivery accountability, executive-level client relationships, and management of schedule, scope, and financial risk.

Expert-Level Competencies

Business Acumen : Sees