Practice Director

Responsibilities

Workato is looking for an exceptional Professional Services Practice Director to lead and scale our Americas (AMER) Professional Services team—encompassing the United States, Canada, and Latin America (LATAM). This strategic, high-impact leadership role is responsible for building a high-performing, customer-first services organization that plays an integral role in customer adoption, satisfaction, and retention in a rapidly evolving automation and AI landscape. 

You will own key performance metrics including services bookings, revenue, team utilization, customer satisfaction, and operational efficiency. As a key leader, you will oversee a team of Engagement Managers, Delivery Managers, and Technical Services Managers, with accountability for delivery quality, scalable operations, and talent development. This role requires a proven track record in leading SaaS professional services at scale, with deep expertise in delivery excellence, people leadership, and business growth. You must keep customer value top of mind while strategically balancing the team's cost and revenue growth.  

In this role, you will also be responsible for:

• Leadership & Team Management

  • Lead, coach, and develop a high-performing, region-wide team across AMER (U.S., Canada, LATAM). 

  • Build a culture of accountability, operational rigor, and customer focus.

  • Drive recruiting, onboarding, coaching, and retention of top talent.

  • Establish clear team structures, career paths, and professional development plans.

  • Foster innovation and continuous learning, with a forward focus on AI and Automation.

• Delivery Definition & Excellence

  • Enforce consistent, modern delivery methodologies (Agile, Waterfall) and best practices across all service engagements.

  • Ensure engagements are delivered on time, on budget, and with high quality.

  • Lead risk mitigation and escalation strategies across the project portfolios.

  • Drive standardization of tools, templates, and delivery documentation for scale and repeatability.

  • Continuously improve delivery processes and customer experience, leveraging AI and automation.

  • Champion adoption of Workato's control & execution plane, agentic automation, and AI-powered capabilities.

• Sales Alignment & Offer Development

  • Partner with Sales, Product, and Customer Success to design offerings and methodologies that drive customer satisfaction, retention, and expansion.

  • Support pre-sales efforts by articulating the business value of professional services and advantages of Workato's AI-powered platform.

  • Work collaboratively with Workato delivery partners to set customers up for optimized success at scale.

  • Actively contribute to the enablement, training, and development of delivery partners across AMER.

  • Streamline scoping, contracting, and quoting processes to accelerate deal cycles.

  • Evolve services portfolios in alignment with Workato's product innovations and customer needs, especially in AI, agentic automation, and control/execution plane capabilities.

  • Act as an executive sponsor for strategic accounts and key engagements.

• Customer Success & Engagement

  • Ensure customers realize rapid time-to-value and achieve key adoption milestones.

  • Oversee advisory, onboarding, and implementation engagements that lay the foundation for long-term customer success.

  • Guide Engagement Managers to build account plans that support renewal and expansion.

• Strategic Operational Planning & Performance

  • Own AMER PS P&L, including bookings, revenue, margin, and utilization.

  • Optimize regional and global resource planning across onshore, nearshore, offshore, and subcontractor models. 

  • Monitor and manage key metrics across delivery, customer satisfaction, and operational efficiency.

  • Lead investment initiatives while maintaining financial discipline and delivery accountability.

  • Provide strategic input into pricing, packaging, and go-to-market strategies.

Requirements

Qualifications / Experience / Technical Skills

• 10+ years of experience selling and delivering professional services for a SaaS company.

• 5+ years leading a professional services team, including Engagement Managers, Delivery Managers, and technical resources.

• Proven ability to coach sellers on portfolio management and expansion strategies, growing accounts with large and complex pursuits ($M+).

• Proven ability to coach project managers in various delivery methodologies (Agile, Scrum) to deliver predictable and optimized revenue recognition.

• Proven P&L ownership experience for a services organization or department.

• Proven track record of driving software expansions as a result of managing a professional services team.

• Ability to navigate complex, enterprise-level customer relationships and drive executive engagement.

• Demonstrated ability to develop and maintain C-level relationships that recognize you as a trusted advisor, preferably in the integration or automation space.

Soft Skills / Personal Characteristics

• Strong interpersonal skills with the ability to convey and relate ideas to others and work in a collaborative and cross-functional environment.

• Excellent verbal and written communication skills and the ability to communicate ideas visually and create and conduct professional presentations.

• Self-starter with the ability to work independently and as part of a distributed team, and willingness to take ownership of situations and problems.

• Willingness to travel up to 25% across the AMER region.

Nice to Haves

• Understanding of the modern iPaaS market and the role of Enterprise MCP + agent orchestration in digital transformation.

• Knowledge of API integrations, middleware, and enterprise system connectivity (ERP, CRM, eCommerce).

• Experience managing or delivering large-scale SaaS and AI-powered implementations in enterprise environments.

• Knowledge of enterprise systems and integration architecture, and control/execution plane concepts.

• Bachelor's degree required; MBA preferred.

• PMP, Scrum, or Agile certification is a plus.

• Fluency in Spanish and/or Portuguese, or other relevant languages for the AMER region, is highly desirable. 

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(REQ ID: 2933)