- Location
- Remote
- Workplace
- Remote
- Type
- Full-time
- Department
- Customer Success
- Seniority
- Director
- Education
- Master
- Source
- Lever
Description
At Trackforce, we are transforming physical security operations that are managed around the world. As the leading SaaS platform for physical security workforce management, we provide security companies and organizations with a streamlined solution to manage their guard forces, respond faster, operate more efficiently, and reduce costs — all while staying focused on safety and protection.
We support 4,600+ clients across more than 50 countries and are proud to be a growing team of 300+ professionals. With our headquarters in Dallas, Texas, and Centers of Excellence in Montreal, Quebec and Wroclaw, Poland, we collaborate across regions and time zones in a hybrid work environment that combines flexibility, connection, and meaningful impact.
At Trackforce, we operate in both hybrid and remote models, offering flexibility to balance in‑office collaboration with WFH. This approach allows our teams to stay connected while maintaining autonomy and work‑life balance. We are highly focused on delivering value to our customers, and our recent merger has strengthened our position as the market leader in security workforce management software.
The Opportunity
We are looking for a Director, Customer Delivery & Enablement to lead how customers implement, learn, adopt, and expand their use of our solutions.
This leader will own three interconnected functions:
- Customer Implementations — delivering predictable, high-quality implementations that accelerate time-to-value.
- Customer Enablement & Learning — scaling customer training, education, certification, and adoption.
- Professional Services — delivering high-value customer engagements while driving services growth, revenue, utilization, and profitability.
This is both a customer delivery and commercial leadership role. You will build an integrated delivery model across the customer lifecycle while partnering with Marketing, Sales, and Client Success to develop, position, and sell Professional Services offerings that solve customer challenges and expand the value customers receive from our platform.
We are looking for a builder, operator, and commercially minded customer leader who can scale teams and programs while delivering measurable customer and financial outcomes.
What You'll Own
Customer Delivery & Implementation
- Own the end-to-end implementation lifecycle from post-sale handoff through discovery, configuration, integration, testing, training, go-live, and transition to Client Success.
- Improve Time to Delivery and Time to Value through standardized methodologies, phase-and-gate governance, clear milestones, and disciplined execution.
- Lead portfolio, backlog, capacity, and project health reviews to identify risk, remove bottlenecks, forecast go-lives, and improve delivery predictability.
- Ensure customer readiness, training, enablement, and adoption are embedded throughout implementation.
- Serve as the senior escalation point for strategic and at-risk customer engagements.
Customer Enablement & Learning
- Own the customer education, training, certification, and ongoing enablement strategy.
- Build and evolve the Customer Training Academy and scalable learning journeys across onboarding, administrator readiness, end-user adoption, advanced product usage, and continuing education.
- Deliver a blended learning model across instructor-led, virtual, self-service, on-demand, webinar, certification, and digital experiences.
- Use customer engagement, product usage, health, and support data to identify adoption gaps and increase customer proficiency and self-sufficiency.
- Leverage AI, automation, and digital experiences to personalize learning, accelerate content creation, and scale customer education.
Professional Services & Growth
- Lead Professional Services with accountability for revenue, pipeline, services attach, utilization, productivity, capacity, and project profitability.
- Partner with Marketing, Sales, and Client Success to build and execute the go-to-market strategy for Professional Services and generate customer demand.
- Enable Sales and Client Success to identify, position, and sell Professional Services through clear offerings, value propositions, sales plays, discovery tools, pricing guidance, and customer-facing collateral.
- Establish a recurring motion with Sales and Client Success to identify whitespace, build pipeline, and increase services attach across new customers, renewals, expansions, and strategic accounts.
- Develop repeatable, scalable Professional Services offerings and support strategic customer conversations to shape solutions, articulate value, and advance opportunities to close.
- Own disciplined scoping, pricing, SOW, contracting, forecasting, and capacity planning, partnering with Finance to ensure strong operational and financial performance.
Operational & Team Leadership
- Establish operating rhythms and executive visibility across implementation backlog, project health, capacity, utilization, pipeline, bookings, revenue, profitability, and customer risk.
- Align workforce capacity and skills with forecasted demand while balancing utilization, customer outcomes, and delivery performance.
- Partner across Marketing, Sales, Client Success, Product, Engineering, Support, and Finance to create a seamless customer journey.
- Equip customer-facing teams with the training, collateral, discovery questions, use cases, and positioning needed to identify and introduce Professional Services opportunities.
- Create feedback loops so customer delivery and learning insights inform product, customer success, and go-to-market priorities.
- Lead and develop a high-performing global team spanning project management, implementation, consulting, training, data, and customer enablement.
- Use data, technology, automation, and AI to continuously improve productivity, quality, scalability, and customer outcomes.
How Success Will Be Measured
You will own the core performance of the organization, including:
- Time to Delivery and Time to Value
- Resource utilization and capacity
- Professional Services bookings, pipeline, revenue, and attach rate
- Effective billing rate and project profitability
- Customer satisfaction
- Team productivity and delivery efficiency
- On-time go-live performance and implementation backlog
- Training participation, certification, and Academy engagement
- Product adoption following implementation and training
- Forecast and capacity accuracy
- Expansion opportunities generated through Professional Services
What We're Looking For
- 10+ years of progressive experience across enterprise SaaS, Professional Services, software implementation, consulting, customer enablement, or related customer-facing functions.
- 5+ years leading customer delivery teams and people leaders.
- Demonstrated success leading complex SaaS implementations and Professional Services organizations.
- Proven experience developing, positioning, and selling Professional Services, consulting, or value-added services to enterprise customers.
- Strong commercial acumen and experience partnering with Sales, Marketing, and Customer Success to generate demand, build pipeline, and grow services revenue.
- Experience developing repeatable service offerings, value propositions, pricing models, SOWs, and customer proposals.
- Strong financial and operational acumen across bookings, revenue, utilization, forecasting, capacity planning, pricing, and project profitability.
- Experience building scalable implementation methodologies, governance models, and customer education or enablement programs.
- Strong understanding of how implementation quality, education, adoption, and value realization influence retention and expansion.
- Executive presence with experience navigating complex customer relationships, commercial discussions, and escalations.
- Demonstrated ability to use data, automation, and AI to improve organizational performance.
- Experience leading distributed or global teams preferred.
- Bachelor's degree or equivalent experience; MBA, PMP, Six Sigma, or similar certification is a plus.
The Leader We're Looking For
You are a builder, operator, and commercially minded customer leader who sees Implementation, Customer Enablement, and Professional Services as interconnected parts of the customer value journey.
You know how to build strong teams, create scalable operating models, improve customer outcomes, and drive financial performance. Just as importantly, you understand that Professional Services is more than a delivery function—you know how to identify customer needs, create differentiated offerings, generate demand, and convert customer challenges into valuable services engagements.
