Senior Director, Professional Services - NPO Implementations

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. Learn more at bonterratech.com.

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 experience required.

• Strong business acumen including financial modeling, forecasting, and P&L ownership

• Proven track record of managing multiple teams and fostering a collaborative work environment.

• Extensive experience in client management and stakeholder engagement.

• Experience working with Product and Development teams to advocate for product enhancements.

Candidate Qualifications:

• Exceptional analytical and problem-solving skills, with a data-driven approach to decision-making.

• Excellent communication and presentation skills, with the ability to articulate complex information to diverse audiences.

• Proven track record of successfully leading and managing large teams and complex projects in the software or technology industry.

• Ability to work effectively with sales, marketing, product, and other departments to ensure cohesive and aligned strategies.

• Experience in developing and executing strategic plans that drive organizational growth and impact.

• Proven experience in optimizing service delivery processes to enhance efficiency and scalability.

• Expertise in leading organizational change initiatives and fostering a culture of continuous improvement.

Travel Requirement:

• This position requires travel up to 20% of the time for client meetings, quarterly offsites, and strategic projects oversight.

At this time, we are unable to consider candidates who require current or future sponsorship for employment authorization.

Compensation

The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and in addition to benefits this role may be eligible for discretionary bonuses/incentives, and equity.

US Base Salary: $110,000 - $170,000 w/15% annual bonus

Our Culture: At Bonterra, we're innovating with a higher purpose: to increase giving to 3% of US GDP by 2033, creating $573 billion more in global impact every year. To achieve our vision, we cultivate an inclusive environment where diversity is embraced and every team member feels empowered to contribute. Innovation, curiosity, and a commitment to equity guide our work. We foster a culture of belonging, ensuring that every individual is valued, respected, and given the tools to succeed. Together, we are dedicated to making a positive impact in the world.

Our comprehensive and competitive benefits include:

• Generous Flexible Time Off (FTO) Policy

• Up to 15 paid company holidays including some commemorating social justice events and self-care

• Paid volunteer time

• Resources for savings and investments

• Paid parental leave

• Paid sick leave

• Health, vision, dental, and life insurance with additional access to health and wellness programs.

• Opportunities to learn, develop, network, and connect

Please note the benefits specified on this page are applicable to full-time employees based in the United States. For international employees, actual benefits may vary based on local standards and regulations and will be determined in accordance with regional considerations, including but not limited to applicable laws and industry norms.

We are committed to being an equal opportunity employer and evaluate qualified applicants without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, diversity of thought and any other characteristic protected by applicable law.