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The Director, Professional Services, EMEA leads our Professional Services business in the region. You own the performance and development of our EMEA Implementation Consultants, Solution Architects, and Deliverability Strategists — delivering enterprise-level services and the kind of impact, customer experience, and sustained growth that defines a strategic partner. You partner with each global function leader to uphold global fidelity across AMER, EMEA, and APAC while bringing the regional judgment that makes services land for EMEA customers.
You are equally a GTM leader and the Professional Services voice in EMEA's commercial conversations — partnering with Sales to drive services attach and with Customer Success to drive customer growth across the lifecycle through PSSP, Expert Services, and post-implementation engagements. You are credible on services value, fluent in solution selling, and accountable for the region's services pipeline, attach, and renewal performance.
You report to the Global Director of Professional Services and operate as a peer to the global function leaders for Implementation Consulting, Solution Architecture, and Deliverability Strategy — together scaling Professional Services as a disciplined, growth-enabling business. You are a Professional Services business owner, not a project leader: credible with customers, sharp on services economics, and accountable for the outcomes that compound — delivery excellence, attach growth, referenceable customers, and a team that scales without losing the bar.
- Lead and develop the existing EMEA Professional Services team — Implementation Consultants, Solution Architects, and Deliverability Strategists — setting the regional performance standard and development culture; partner with each global function leader on future hires to uphold role craft, delivery standards, and the bar that lifts the team.
- Set the standard for the enterprise customer experience in EMEA — building the engagement models and advisory motions that produce deep, measurable impact and turn initial implementations into durable partnerships customers expand on, advocate for, and return to. The bar is not delivery to spec; it is moving the customer's business forward and earning the right to do it again.
- Own the EMEA region's performance across services delivery, sales growth, and customer advocacy — driving productive utilization, on-time completion, budget adherence, services attach, bookings, pipeline, and referenceable outcomes through disciplined operating habits and rigorous documentation that codifies regional patterns into the global practice.
- Build the GTM partnership with EMEA Sales and Customer Success that makes Professional Services a regional growth engine — through joint pipeline reviews, account team enablement, and shared accountability for attach, bookings, and lifecycle expansion.
- Serve as the senior escalation point for the most complex regional engagements and customer relationships — with the credibility and commercial fluency to resolve them at the right level, including with C-level customer stakeholders and EMEA executive leadership.
- Lead a distributed team across our London and Dublin offices with consistency, equity, and cohesion; coordinate with AMER and APAC counterparts on capacity sharing and follow-the-sun delivery; and partner with the London-based Senior Manager, Onboarding — a Global Services peer outside Professional Services — for a cohesive in-region presence and seamless customer journey handoffs.
- Contribute to the global Professional Services leadership team alongside the Global Director and global function leaders — informing strategy, services portfolio evolution, and operating model decisions with the regional perspective and data only you can provide.
- Champion customer advocacy in EMEA through referenceable outcomes and a regional success story pipeline; turn engagement patterns into evidence-based input that influences product, positioning, and enablement across R&D, GTM, and Marketing.
- Model and drive AI-forward ways of working — setting the expectation for how the EMEA team uses AI to deliver better, scope sharper, and continuously raise the bar on what's possible across services delivery and services sales.
- 8+ years of SaaS Professional Services, technical client services, or enterprise consulting — including 5+ years leading managers and senior ICs in matrixed environments, developing leaders, and scaling distributed teams across geographies.
- Proven as a regional or business-unit Professional Services leader — fluent in services operations data (utilization, on-time completion, budget adherence, attach, bookings, pipeline, referenceability) and using it as strategic levers across delivery, sales growth, and advocacy.
- A demonstrated GTM partner with strong commercial instincts — productive partnerships with Sales and Customer Success leadership, fluent in services economics, SOW strategy, recurring services pricing, and executive commercial conversations.
- Deep knowledge of marketing technology — Email, SMS, CDP, eCommerce, B2C CRM — and how enterprise customers operationalize these platforms; able to evaluate the work of Solution Architects and Deliverability Strategists with credibility.
- Executive presence and exceptional communication across customer C-level, internal executive partners, and your own team; a builder of operating rhythms, hiring standards, and development structures that outlast any individual.
- Already working AI-first — bringing this mindset to your team and the evolution of the function.
- London-based, experienced leading a distributed EMEA team and translating regional nuance into how it shows up for customers.
- Professional English required; French, German, Italian, or Spanish a strong plus.
This role may require up to 10% travel for purposes such as new hire onboarding, client or partner work if applicable, team meetings, and industry events. Travel is coordinated in advance.
Get to Know Klaviyo
We're Klaviyo (pronounced clay-vee-oh). We empower creators to own their destiny by making first-party data accessible and actionable like never before. We see limitless potential for the technology we're developing to nurture personalized experiences in ecommerce and beyond. To reach our goals, we need our own crew of remarkable creators—ambitious and collaborative teammates who stay focused on our north star: delighting our customers. If you're ready to do the best work of your career, where you'll be welcomed as your whole self from day one and supported with generous benefits, we hope you'll join us.
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