Own and scale the professional services PMO: define delivery methodology, maintain portfolio health reporting, design escalation and RCA programs, drive PS tooling adoption, and create implementation playbooks to reduce churn and improve go‑live outcomes across SMB to Enterprise customers.

Own and govern the Professional Services delivery methodology, tooling, and escalation frameworks. Maintain portfolio health reporting, run RCA post-implementation, enforce PS tooling adoption, and develop implementation playbooks for different customer segments. Drive consistency across IMs and CSMs to reduce churn and improve go-live outcomes.