About GAINS

GAINS is a leading provider of cloud Supply Chain solutions based in downtown Chicago. As part of the Francisco Partners portfolio of specialized companies, we are rapidly growing and expanding our global teams to drive innovation, deliver customer value, and accelerate market leadership.

Supply chain volatility has made it difficult for businesses to plan and keep their customer promises. GAINS helps companies address these challenges with innovative solutions leveraging proven AI and ML techniques.  Our team of industry and technology experts rapidly delivers transformational value resulting in sustainable and measurable ROI-based impact for our global customers. If you are a technology enthusiast who wants to make an impact, then GAINS is for you.
 

Job Overview: 
The Senior Director of Professional Services will be responsible for leading and scaling our professional services organization, delivering exceptional value to our clients through the successful implementation, and adoption of our design supply chain software solutions. This role requires a dynamic leader with a proven track record in managing and building teams, executing complex projects, and driving customer satisfaction. The Head of Professional Services will work closely with cross-functional teams including Sales, Product, and Engineering to ensure seamless service delivery and customer success. 

Key Responsibilities: 

Leadership & Team Management: 

• Lead, inspire, and grow the professional services team, ensuring high levels of engagement, performance, and career development. 
• Manage and mentor a team of consultants, project managers, and solution architects, providing guidance and oversight for all customer-facing services. 
• Develop and implement strategies to scale the professional services department to meet growing customer demand. 

Customer Success & Relationship Management: 

• Own the client relationship throughout the implementation lifecycle, ensuring timely and successful project delivery. 
• Work directly with key customers to understand their needs, provide tailored solutions, and ensure long-term satisfaction. 
• Establish and maintain a high level of customer trust and confidence by delivering excellent services and managing expectations effectively. 

Project Delivery & Process Optimization: 

• Oversee the planning, execution, and delivery of professional services projects, ensuring they are completed on time, within scope, and within budget. 
• Develop and enforce standardized methodologies, best practices, and processes for project delivery and service implementation. 
• Ensure a smooth transition from implementation to post-implementation support, ensuring customers are set up for long-term success with our software. 

Cross-Functional Collaboration: 

• Collaborate with Sales and Marketing teams to define the professional services offering and value proposition for potential clients. 
• Work closely with Product and Engineering teams to provide feedback from clients, advocate for product improvements, and ensure alignment between customer needs and software capabilities. 
• Partner with Customer Support teams to ensure consistent, ongoing support for clients post-implementation. 

Financial & Resource Management: 

• Own the budgeting and forecasting for the Professional Services organization, ensuring effective resource allocation and cost management. 
• Manage the pipeline for professional services engagements, ensuring appropriate resource availability to meet customer demand. 

Reporting & Metrics: 

• Develop and track key performance indicators (KPIs) to measure the success of the Professional Services team, including customer satisfaction, project delivery timeliness and budget, revenue growth, and margin attainment. 
• Report regularly to senior leadership on the progress, challenges, and achievements of the professional services function. 

Qualifications: 

• Proven experience (10-15 years) in professional services or consulting within a software provider, management consultancy, or industry center of excellence within the supply chain design or supply chain analytics domain. 

• Strong leadership and team management skills with experience building and scaling high-performance teams. 

• Extensive experience in project management processes and use of PSA tools. 

• Deep understanding of supply chain design processes, software solutions, and the challenges faced by businesses adopting these solutions. 

• Exceptional communication, interpersonal, and relationship-building skills, with the ability to engage at all levels of an organization. 

• Demonstrated ability to drive customer success, improve client satisfaction, and ensure successful project delivery. 

• Strong business acumen and the ability to manage budgets, resources, and forecast future needs. 

• Experience with SaaS-based software solutions and cloud platforms is highly desirable. 

• A strategic mindset with a passion for delivering value and continuous improvement. 

• Bachelor's degree in supply chain, industrial engineering, or a related field (advanced degree preferred). 
  
  ​​​​​​​We are committed to equal employment opportunity and welcome everyone regardless of race, color, ancestry, religion, national origin, age, sex, gender identity, sexual orientation, disability, marital status, domestic partner status, veteran status or medical condition. We encourage people from all backgrounds to apply.