Service Engagement Director

About the Role:
As a Service Engagement Director, you will drive the success of complex enterprise customer transformations by ensuring that investments translate into measurable business outcomes, improved customer experiences, and scalable operational performance. Operating in a strategic leadership position within Professional Services, you will own the full commercial and delivery relationship for key enterprise accounts. Your influence will modernize customer engagement through cloud technology, collaborating with senior customer stakeholders to shape transformation roadmaps and deliver long-lasting value. Your contributions will be vital in redefining how organizations connect with their customers through AI-powered, cloud-based experiences. The role allows for significant visibility across regional leadership and engagement in impactful initiatives throughout Saudi Arabia and the broader GCC and Levant markets.

Key Responsibilities:

• Drive services growth by creating significant Professional Services opportunities that enhance revenue, customer outcomes, and account expansion.
• Build and maintain executive-level relationships to position the organization as a long-term strategic partner in customer experience transformation.
• Develop and execute multi-year engagement strategies in alignment with customer business goals, ensuring the link between service delivery and measurable outcomes.
• Own the full lifecycle of service engagements, focusing on delivery excellence, customer satisfaction, and profit execution across all assigned accounts.
• Collaborate with Sales and Customer Success teams to identify expansion opportunities and integrate the services strategy with overall account growth plans.
• Lead executive governance forums and business reviews that communicate value realization, performance metrics, risks, and future recommendations.
• Coordinate cross-functional delivery teams to ensure timely project completion, alignment with customer expectations, and achievement of success criteria.
• Manage financial performance across engagements, including forecasting, margin optimization, pricing strategy, and resource allocation.
• Oversee contractual governance, including scope definition, change management, and commercial negotiations to safeguard customer outcomes and business performance.
• Proactively identify and mitigate delivery and commercial risks, ensuring service continuity and sustained customer confidence.
• Act as the escalation point for complex customer and delivery challenges, driving coordinated resolution through cross-functional collaboration.
• Communicate the value proposition of the organization's Cloud solutions and modern SaaS delivery models to both technical and business stakeholders, reinforcing adoption and long-term success.
• Capture insights and best practices from engagements to enhance delivery methodologies and bolster scalable growth within Professional Services.

Required Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related technical field.
• Minimum of 12 years of related experience in Professional Services Consulting, enterprise software delivery, or customer engagement roles; or 8 years with a Master’s degree.
• Proven experience managing complex enterprise engagements encompassing the full services lifecycle.
• Demonstrated ability to build and influence relationships with senior and executive stakeholders, including C-level leadership.
• Strong commercial and financial acumen with experience in revenue management and pricing strategies.
• Experience in managing Statements of Work, contract negotiations, and scope control.
• Solid understanding of SaaS business models and cloud-based software delivery, particularly in customer experience or contact center platforms.
• History of working cross-functionally with Sales, Customer Success, Delivery, Product, and Partner teams to achieve business outcomes.
• Excellent communication, presentation, and negotiation skills, effectively engaging both business and technical audiences.
• Strong analytical mindset with the ability to identify risks, resolve complex problems, and proactively drive solutions.
• Fluent in English (written and spoken); proficiency in Arabic is a plus.
• Willingness to travel approximately 20 percent within Saudi Arabia and the GCC and Levant region.

Preferred Qualifications:

• Experience delivering Professional Services engagements within enterprise SaaS or customer experience platforms similar to the organization's offerings.
• Familiarity with the Saudi Arabian market and regional business environment.
• Master’s degree in Business Administration, Engineering, Information Technology, or a related discipline.

Benefits of Working:

• Engage with AI on an enterprise scale—build and support AI-powered technology used by over 8,000 organizations worldwide.
• Enjoy a flexible-first culture within a global team of nearly 7,000 employees, allowing for various ways of working designed to optimize performance.
• Enhance your career growth in the AI era through mentorship, learning programs, leadership development, and educational support.
• Take advantage of comprehensive benefits that include paid volunteer time, August Free Fridays, well-being resources, and programs tailored for employees and their families.
• Work in a globally recognized environment—certified as a Great Place to Work® in 17 countries, where 94% of employees are proud to be part of the organization.