Director – Professional Services – Utilities

Director – Professional Services – Utilities

Requirements

• Bachelor’s degree in Business, Finance, Technology, or a related field
• 5+ years of progressive experience in software implementation, client delivery, or professional services, including direct people leadership
• Proven track record of leading high-performing teams and delivering measurable results in a metrics-driven environment (e.g., TTV, ACV, CSAT, forecast accuracy)
• Demonstrated ability to manage through layers of leadership, including coaching managers and individual contributors
• Strong communication and stakeholder management skills, with experience resolving complex implementation issues
• Comfortable operating in a fast-paced environment and executing decisions made at senior leadership levels
• Strong operational acumen and ability to manage budgets and resource plans within the scope of assigned business unit(s)

Responsibilities

• Execute the implementation and professional services strategy within the assigned business unit(s), aligning with company-wide goals for implemented ACV, TTV, forecast accuracy, and CSAT.
• Translate high-level strategies into tactical plans, ensuring consistent and repeatable execution across teams.
• Maintain operational cadence and rigor by driving adoption of dashboards, pipeline management, and performance metrics.
• Identify and escalate systemic blockers or risks to the SVP, and contribute to problem-solving in partnership with senior leadership.
• Serve as the escalation point for customer issues within the business unit, ensuring swift resolution and alignment with Entrata’s brand and service standards.
• Execute department hiring strategies; attract, develop, and retain top talent while maintaining a high-performance culture.
• Provide day-to-day coaching and support for managers and ICs, including structured 1:1s, team meetings, and quarterly skip-level check-ins.
• Own performance management and development planning for direct reports, and ensure alignment with company values and expectations.
• Hold teams accountable to key delivery KPIs such as utilization, velocity, quality, and SOP adherence.
• Support career development by identifying growth opportunities and readiness for advancement.
• Uphold a culture of excellence, providing timely and actionable feedback while making tough personnel decisions when necessary to maintain team standards.
• Effectively partner with Sales, Customer Success, and Product to ensure seamless execution of cross-functional processes such as handoffs, feedback loops, and early customer engagement.
• Collaborate with internal operations and tooling teams to execute system rollouts and ensure team adoption.
• Interact with executives and major customers on high-impact engagements, representing the department and navigating business-critical issues.
• Reconcile competing stakeholder priorities across functions to deliver cohesive and customer-centric solutions.
• Recommend and influence strategy for their respective department or sub-function; own the development of annual and multi-year objectives across assigned job families.

Preferred Qualifications

• Experience in the multifamily, proptech, or real estate technology sectors
• Background managing geographically dispersed teams
• Deep understanding of software implementation lifecycle, methodologies, and tools
• Project Management Professional (PMP), Agile certification, or similar delivery credential
• MBA or relevant master’s degree
• Experience leading teams during periods of scale, transformation, or high-growth