Director, Professional Services

About the role

The Director, Implementation at Emburse is a senior delivery role that owns the complete lifecycle for complex, multi-entity, multi-integration Enterprise-tier engagements. This professional is responsible for translating intricate enterprise requirements into structured, actionable implementation plans that drive business value through Emburse's AI-powered expense intelligence platform. The role spans initial scoping, execution and configuration, and final go-live, transitioning ownership to Customer Success and Support teams. It requires fluency in delivery execution, delivery economics, and customer relationship management to ensure margin-positive results. The Director acts as the primary escalation owner for enterprise accounts and establishes rigorous delivery standards for their team. Success in this position demands a strategic partnership with Sales, Customer Success, and Product teams to shape pre-sales scoping and continuous methodology improvement. The role is critical in forging comprehensive handover packages to ensure seamless transitions to steady-state operations.

Key facts

What you'll do

• Architect the client journey from initial discovery through steady-state operations by designing discovery intake sessions to clarify scope for multi-entity rollouts.
• Configure core Emburse modules while orchestrating integration with existing travel and financial systems to ensure seamless data flow and operational alignment.
• Lead a team of Implementation Consultants and Project Managers, establishing and enforcing rigorous delivery standards that drive margin-positive results.
• Guide testing cycles to validate configurations prior to production deployment, ensuring all enterprise requirements are met before go-live.
• Champion firm workflow standards that safeguard margins across all implementation lines while maintaining alignment with client financial objectives.
• Orchestrate cross-functional troubleshooting and resolution during critical escalation windows, acting as the primary owner for complex enterprise issues.
• Map the Emburse product roadmap against client portfolios to prioritize configuration work and maximize the value of the platform.
• Monitor schedule health proactively and adjust plans to maintain engagement momentum and meet contractual delivery commitments.
• Forge comprehensive handover packages to ensure a smooth transition of ownership to support and steady-state teams.
• Partner with Sales to translate opportunity insights into viable delivery strategies during pre-sales engagements.
• Interface with Product teams to provide feedback for continuous enhancement of the Emburse implementation methodology.
• Ensure all implementation activities adhere to the mandated hybrid work model, requiring three days per week in the Dallas, TX office.
• Balance travel requirements, with a minimum of 15% travel, while maintaining strict focus on financial outcomes and client satisfaction.
• Serve as the strategic implementation partner in enterprise engagements, reinforcing the Emburse framework and methodology.
• Drive continuous improvement in delivery processes, leveraging insights from completed engagements to optimize future implementations.
• Maintain exceptional communication with executive stakeholders and technical specialists to ensure alignment and transparency.
• Uphold the highest standards of professionalism and delivery excellence in all client interactions and internal collaborations.

Requirements

• Possess three to five years of experience directing complex implementations in enterprise software environments.
• Demonstrate a history of managing integrations connecting multiple systems within diverse client landscapes.
• Have hands-on familiarity with travel platforms and expense management ecosystems.
• Operate effectively across various departments while maintaining a strict focus on financial outcomes.
• Exhibit exceptional communication skills for interacting with both executive stakeholders and technical specialists.
• Be comfortable with the mandated travel requirement of a minimum of 15% travel.
• Adapt to the hybrid work model, requiring three days per week in the Dallas, TX office.
• Understand the importance of margin protection through firm workflow standards.
• Navigate complex enterprise requirements and translate them into structured, actionable plans.

Nice to have

• Experience serving as a strategic partner in pre-sales engagements.
• Background in defining handover protocols and reinforcing implementation frameworks.

Practical notes

This role requires a minimum of 15% travel and adherence to a hybrid schedule of three days in the Dallas, TX office per week.