Customer Learning Manager

As Chief Professional Services Officer, you are responsible for creating and leading our global Professional Services organisation as we scale. You will own the complete implementation lifecycle, from commercial handover through successful delivery and transition into Customer Success, ensuring every deployment is delivered with commercial discipline, predictable outcomes and exceptional customer satisfaction.

This is not a Customer Success position. We are looking for someone who has successfully built and operated high-performing Professional Services teams within a Microsoft Partner, ERP, CRM, enterprise software or SaaS business. As a key member of the executive leadership team, you will help shape the future direction of Build Concierge as we build one of the UK’s leading AI-powered workflow automation businesses.

Executive Leadership & Company Strategy

• Join Build Concierge’s executive leadership team and contribute to the overall strategic direction of the business. 
• Own the Professional Services strategy, operating model, budget and team structure. 
• Provide leadership-level visibility of implementation performance, delivery risk, resource capacity, profitability and customer outcomes. 
• Support company planning, budgeting and organisational design as the business scales. 
• Help shape the future direction of Build Concierge’s customer delivery model. 

Professional Services Leadership

• Build and lead the Professional Services organisation, creating the structure, processes and standards required to support rapid growth. 
• Create a scalable implementation methodology, including delivery playbooks, governance frameworks and best practice standards. 
• Develop project management, consulting and implementation teams. 
• Recruit, coach and develop high-performing Professional Services talent. 
• Build a culture of accountability, ownership, delivery excellence and continuous improvement. 

Implementation Delivery & Governance

• Own the complete implementation lifecycle, from commercial handover through successful delivery and transition into Customer Success. 
• Ensure customer deployments are delivered on time, within budget and to a consistently high standard. 
• Establish clear KPIs, reporting, project governance and delivery excellence standards. 
• Manage project risk, customer expectations and escalation points throughout the implementation lifecycle. 
• Eliminate scope creep through robust governance, formal change control and clear stakeholder communication. 

Commercial Management & Resource Planning

• Own implementation profitability, consultant utilisation, resource forecasting and delivery capacity. 
• Ensure Professional Services operates with strong commercial, operational and financial discipline. 
• Scope projects accurately and ensure Statements of Work are aligned to customer requirements and commercial objectives. 
• Create clear reporting across project margin, utilisation, implementation status, capacity and delivery performance. 
• Build scalable processes that support predictable outcomes and profitable growth. 

Cross-Functional Collaboration

• Work closely with Sales to ensure accurate scoping, clear customer expectations and a smooth commercial handover into implementation. 
• Partner with Product and Engineering to feed back customer requirements, implementation challenges and product improvement opportunities. 
• Work with Customer Success to create a seamless transition from implementation into long-term adoption and account management. 
• Ensure Professional Services acts as a strong bridge between commercial commitments, product capability, technical delivery and customer outcomes.

Essential

• Executive or senior leadership experience in Professional Services within a software, technology, ERP, CRM, Microsoft Partner, enterprise software or SaaS business.
• A proven track record of scaling implementation organisations.
• Strong commercial, operational and financial management skills.
• Experience managing multi-disciplinary consulting, project management, implementation or delivery teams.
• Experience building teams, processes and culture from the ground up.
• Proven experience delivering complex software implementation projects for customers.
• Strong understanding of project profitability, utilisation, resource planning, forecasting, governance and change control.
• Excellent customer-facing, stakeholder management and communication skills, including confidence engaging with senior customer leaders.
• Strong leadership and coaching ability, with the ability to build high-performing teams in a fast-growth environment.

Desirable

• Experience with Microsoft Dynamics, Microsoft Business Central, Microsoft Power Platform, Salesforce, ServiceNow, Oracle, SAP or IFS.
• Experience with field service management platforms such as Simpro, BigChange, Joblogic or Salesforce Field Service.
• Experience building or transforming a Professional Services function during a high-growth phase.
• Experience introducing delivery governance, implementation reporting and performance KPIs.
• Exposure to AI, automation, workflow or integration-led software platforms.

Within your first 12 months you will:

• Build a scalable Professional Services organisation.
• Create and embed a consistent implementation methodology.
• Establish KPIs, reporting and delivery governance.
• Improve implementation quality, customer satisfaction and predictability.
• Increase consultant utilisation and implementation profitability.
• Reduce scope creep through robust governance and change control.
• Build strong project management, consulting and implementation capability.
• Create a team and operating model capable of supporting rapid business growth.
• Become a key member of the executive leadership team, helping shape the future direction of Build Concierge.

• Board-level opportunity to build and lead a global Professional Services organisation from the ground up.
• Competitive Salary plus Performance Bonus plus Long-Term Incentive Opportunity
• Work alongside an ambitious leadership team
• Shape the future of an AI software business
• Hybrid working based in Leeds
• Genuine opportunity to influence company strategy, customer delivery and operational scale
• Long-term career progression with a rapidly growing technology business

If you've successfully built or transformed a Professional Services function and are excited by the opportunity to create something exceptional, we'd love to hear from you.