Senior Director, Professional Services Portfolio - United States

Cornerstone onDemand • Baltimore, MD • 3h ago

Role Overview

The Senior Director, Professional Services Portfolio & Engineering Management is a global leadership role responsible for architecting, scaling, and continuously evolving the Professional Services offering portfolio to drive delivery excellence, customer outcomes, and profitable growth.

As our products become more complex and AI reshapes customer expectations around time-to-value, Professional Services must evolve from a traditional project-based execution function into a productized, IP-led, automation-enabled growth engine. This leader will design and operationalize that next-generation services model.

The role owns the end-to-end services offering lifecycle - from strategy and design through go-to-market enablement, field adoption, and continuous optimization. It ensures services are standardized where scale is required, differentiated where value is created, and engineered for predictable, high-quality delivery globally.

This position sits at the intersection of Product, Sales, Marketing, Customer Success, and Delivery. It bridges strategy and execution - translating corporate growth priorities into scalable services offerings, modern delivery methodologies, reusable intellectual property, and partner-enabled frameworks.

This is both a transformation and operational excellence role - requiring a leader who can architect the future model while building the governance, tools, and discipline to make it sustainable at scale.

Key Responsibilities

Professional Services Offering Portfolio Strategy

Define and maintain the global PS portfolio strategy aligned to corporate growth priorities.

Establish clear segmentation of offerings (e.g., standard implementation, advisory, integrations, automation, managed/operational services).

Lead offering lifecycle management including ideation, business case development, pricing guidance, launch, evolution, and retirement.

Ensure offerings balance standardization for scale with flexibility for customer value.

Offering Lifecycle & Governance

Implement a formalized services offering lifecycle framework (aligned to TSIA best practices).

Establish portfolio governance, prioritization, and investment decision processes.

Define success metrics for each offering (attach rate, margin profile, adoption, utilization impact, NRR contribution).

Drive continuous improvement based on field feedback, delivery performance, and market signals.

Delivery Methodology & IP Management

Own the global services delivery methodology and implementation frameworks.

Develop standardized playbooks, accelerators, templates, tools, and reusable IP assets.

Build and curate a centralized IP repository to enable scale and partner leverage.

Ensure consistent global quality standards and outcome-driven delivery practices.

Partner with Support and Customer Success to integrate services into a cohesive customer lifecycle experience.

Go-to-Market & Field Enablement

Partner with Sales and Marketing to position Professional Services offerings clearly in the market.

Develop messaging, value propositions, and packaging that articulate differentiated business outcomes.

Lead field enablement programs to improve attach rates and positioning confidence.

Provide pricing guidance and packaging recommendations aligned to target margin profiles.

Support strategic deals with offering expertise and solution architecture guidance.

Professional Services Marketing

Collaborate with Marketing to develop services collateral, case studies, and outcome stories.

Elevate services from "implementation function" to strategic advisory and value realization partner.

Define and articulate the services narrative in support of AI, automation, and ecosystem expansion.

Tools & Automation Development

Define tooling requirements that enhance delivery efficiency, quality, and predictability.

Partner with IT and Product on internal automation tools and accelerators.

Drive standardization and automation to reduce cost-to-serve and improve time-to-value.

Evaluate and integrate AI-enabled capabilities into service methodologies.

Partner & Ecosystem Enablement

Develop service packages designed for scalable partner-led delivery.

Create enablement materials, certification paths, and IP frameworks to empower partner execution.

Ensure internal services acts as the "nucleus" for partner capability scaling.

Success Metrics

Services attach rate improvement

Portfolio gross margin improvement

Time-to-value reduction

Reusability/IP adoption metrics

Delivery predictability and quality scores

Partner enablement effectiveness

Services contribution to NRR and expansion

Qualifications

12+ years in Professional Services leadership within enterprise SaaS or technology companies.

Proven experience building and scaling services portfolios globally.

Demonstrated success implementing services lifecycle governance frameworks.

Deep understanding of TSIA-aligned services models (project-based, advisory, managed services).

Strong cross-functional leadership skills with Product, Sales, and Marketing.

Experience with AI-enabled service models preferred.

Global leadership experience across regions and partner ecosystems.

Leadership Profile

Strategic systems thinker who can move between portfolio design and operational detail.

Balances standardization with innovation.

Data-driven and metrics-oriented.

Comfortable driving change in evolving services models.

Executive presence with ability to influence across ELT and field leadership.

Equal Employment Opportunity has been, and will continue to be, a fundamental commitment at Cornerstone OnDemand. All qualified applicants are given consideration regardless of race, color, gender, age, sexual orientation, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable Federal, State, or Local fair employment laws. If you have a disability or special need that requires accommodation, please contact us at careers@csod.com

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