Associate Director - Professional Services

About Responsive

Responsive (formerly RFPIO) is the global leader in strategic response management software, transforming how organizations share and exchange critical information. The AI-powered Responsive Platform is purpose-built to manage responses at scale, empowering companies across the world to accelerate growth, mitigate risk and improve employee experiences. Nearly 2,000 customers have standardized on Responsive to respond to RFPs, RFIs, DDQs, ESGs, security questionnaires, ad hoc information requests and more. Learn more at responsive.io.

About the Role

Responsive is seeking an Associate Director to lead implementation and technical services for our international (Rest of World) customers. This role will be responsible for overseeing end-to-end service delivery and technical solutions, including implementations, data migrations, integrations, and enterprise consulting engagements. The Associate Director will build and manage a high-performing team while driving operational excellence, ensuring scalability, and delivering measurable business outcomes. In addition to leading ROW service delivery, this team also supports a variety of U.S.-based projects to ensure consistency, quality, and ownership of technical execution across all engagements.

The Associate Director will partner closely with Sales, Customer Success, Product, and Engineering to ensure all services and technical solutions are tightly aligned with customer objectives. The role is accountable for accelerating time-to-value, maximizing value realization, and strengthening long-term customer retention. Success will be measured by the ability to design and implement repeatable, scalable delivery frameworks while upholding the highest standards of technical execution, enterprise-level consulting, and customer experience .

Essential Responsibilities

Services and Technical Delivery

Drive flawless execution of all engagements, ensuring delivery on time, within scope, budget, and at the highest quality standards

Architect and guide complex technical solutions—including integrations, data migrations, and custom configurations—designed for scalability, security, and long-term maintainability

Oversee disciplined engagement management through Rocketlane, with robust documentation, scope governance, risk management, and transparent reporting

Partner cross-functionally with Sales, Customer Success, Product, Engineering, DevOps, and other stakeholders to deliver cohesive, outcomes-driven client experiences that accelerate time-to-value and long-term adoption

Client Leadership & Escalation Management

Serve as a strategic advisor to enterprise and strategic accounts, cultivating executive-level relationships and guiding customers throughout the full services lifecycle

Proactively manage client expectations through structured planning, technical alignment, and disciplined resource management, ensuring predictable and high-value outcomes

Act as the senior escalation authority for risks, issues, and client concerns, driving timely resolution while reinforcing customer confidence and trust

Lead end-to-end escalation management by developing and operationalizing a structured framework, coordinating across cross-functional teams, and embedding feedback loops to drive systemic improvements

Elevate customer engagement through regular executive touchpoints, strategic reviews, and value realization discussions that strengthen long-term partnerships

Champion the voice of the customer internally, influencing product roadmaps, service delivery models, and operational processes to improve outcomes and experience

Process, Operations & Reporting Excellence

Design, implement, and refine delivery methodologies that enable world-class execution, accelerate client adoption, and deliver measurable business outcomes

Continuously optimize operations by leveraging data, AI, automation, and process innovation to improve efficiency, reduce costs, and scale services globally

Define, track, and optimize KPIs (e.g., utilization, time-to-value, customer satisfaction, revenue impact) to drive team performance and project outcomes

Partner with Operations and Technology teams to develop tooling, dashboards, and automated reporting that provide real-time visibility into delivery and engagement metrics

Standardize and enforce best practices, tools, and frameworks across regions in collaboration with global Professional Services leaders, ensuring consistency and scalability

Advance the maturity of technical solutions and delivery processes, creating predictable, repeatable, and successful enterprise outcomes

Product & Technical Alignment

Maintain deep expertise in product capabilities and roadmap, serving as a trusted advisor on solution architecture and technical readiness

Lead technical decision-making for complex integrations, data migrations, and customizations, ensuring solutions are secure, scalable, and aligned with enterprise standards

Collaborate with Product and Engineering to influence roadmap direction, enhance tools and documentation, and strengthen enablement resources for customers and internal teams

Advocate for client needs and technical requirements, ensuring alignment between delivery execution and product evolution

Team Leadership & Development

Recruit, mentor, and retain a high-performing technical and consulting team, overseeing onboarding, performance management, career progression, and transitions

Foster a collaborative, customer-centric culture grounded in transparency, accountability, and continuous learning

Provide hands-on coaching in technical solutioning, enterprise consulting, implementation best practices, project delivery, and customer engagement

Empower team members to evolve as trusted advisors by advancing both their technical expertise and consulting acumen

Make strategic recommendations for professional development, upskilling, and certification initiatives, effectively utilizing team budgets to maximize impact

Strategic & Financial Leadership

Define and execute the international Professional Services vision, ensuring alignment with company strategy and long-term growth objectives

Partner with executive leadership to manage budgets, forecasts, and P&L accountability, driving profitability and sustainable scaling across the services portfolio

Identify and capitalize on opportunities to optimize methodologies, operational models, and team structures—balancing efficiency, technical rigor, and customer impact

Leverage data-driven insights to guide strategic investments, resource allocation, and regional expansion initiatives

Education

Bachelor's degree in a related field.

Experience

10+ years of progressive leadership in professional services, technical delivery, and project management, ideally within the SaaS industry

Success in scaling global, client-facing teams

Hands-on experience with enterprise implementations, including integrations, data migrations, custom configurations, and solution architecture

Experience developing new service capabilities to support growth

Track record of using data to drive decisions and improve outcomes

Demonstrated ability to adapt quickly to evolving technologies, product offerings, and dynamic business needs in high-growth environments

Ability to adapt quickly to evolving technologies, offerings, and business needs

Knowledge, Ability & Skills

Exceptional communication, executive presence, and relationship-building abilities

Demonstrated success in coaching, mentoring, and developing high-performing teams

Deep technical proficiency in solution architecture, migrations, integrations, and enterprise SaaS implementations

Strong financial management, strategic thinking, and analytical acumen

Passion for client success, with adaptability, problem-solving, and high emotional intelligence

Strong understanding of data management, reporting, and analytics to guide decision-making and optimize service delivery

Proven ability to inspire performance, foster accountability, and uphold service excellence

Outstanding customer-facing skills, with a track record of building trust and driving impact

Ability to bridge business and technical contexts, influencing product strategy and aligning services with evolving client needs.