Associate Director - Strategic Services

About Responsive

Responsive, formerly RFPIO, is the market leader in an emerging new category of SaaS solutions called Strategic Response Management. Responsive customers including Google, Microsoft, Blackrock, T.Rowe Price, Adobe, Amazon, Visa and Zoom are using Responsive to manage business critical responses to RFPs, RFIs, RFQs, security questionnaires, due diligence questionnaires and other requests for information. Responsive has nearly 2,000 customers of all sizes and has been voted “best in class” by G2 for 13 quarters straight. It also has more than 35% of the cloud SaaS leaders as customers, as well as more than 15 of the Fortune 100. Customers have used Responsive to close more than $300B in transactions to-date.

About the Role

Open to candidates based in Dallas, TX; Portland, OR; Seattle, WA, or SF Bay Area 

Responsive is seeking a highly experienced and results-driven Associate Director of Strategic Services to take on a key leadership role within our Professional Services organization. This individual will be responsible for driving the delivery of exceptional services to Responsive customers by leading a team of talented consultants across various disciplines. The Associate Director will ensure the highest standards of service quality and client satisfaction, while also playing a pivotal role in expanding our strategic services portfolio. By collaborating with cross-functional teams such as sales, customer success, and product, the Associate Director will drive successful service outcomes, value realization, and customer retention.

Essential Functions

Team Leadership & Development

• Lead, mentor, and develop a high-performing team of consultants deliver exceptional customer engagements within the Strategic Services portfolio.
• Conduct regular one-on-one meetings with direct reports, manage performance reviews, and provide coaching and mentorship to support team members 
• Continuously assess and track each team member's skills, knowledge, and competencies, identifying opportunities for professional growth and development.
• Foster a collaborative, positive, and customer-focused culture within the team, encouraging open communication and transparency.

Project & Service Delivery Management

• Drive successful project outcomes, ensuring that all projects are delivered on time, within budget, and to the highest quality standards through close collaboration with managers and team members.
• Lead regular team check-ins to monitor progress on ongoing engagements, ensuring that targets are met and value is consistently delivered to clients.
• Act as the primary escalation point for client concerns or issues, proactively managing risks and addressing challenges in a timely and professional manner.
• Ensure that all client engagements are effectively managed using the Professional Services Automation tool (Rocketlane), adhering to standards and implementing corrective actions as necessary.

Process Improvement & Operational Excellence

• Design, implement, and refine processes and methodologies that uphold best-in-class delivery standards, maximizing client satisfaction, driving adoption, and delivering customer value.
• Continuously assess and improve operational processes to enhance efficiency, effectiveness, reduce costs, and optimize service delivery.
• Partner with other team leaders to align Strategic Services with cross-functional initiatives, driving overall operational efficiency and collaboration.

Performance Measurement & Reporting

• Use key performance indicators (KPIs) to assess team performance, identify areas for improvement, and report on metrics such as billable utilization, project duration, time-to-value, burn rates, CSAT, and financial performance.
• Track and report customer outcomes and successes, creating case studies, value propositions, and proof points that highlight the impact of Strategic Services.

Strategic Vision & Financial Oversight

• Partner with senior leadership to shape and execute the vision for Strategic Services, identifying opportunities for service improvements, operational efficiencies, and adoption of best practices.
• Oversee financial operations within Strategic Services, ensuring budgets are met, tracking costs and revenues, and providing regular forecasts on revenue and profitability, while monitoring the health of the portfolio.

Product & Service Alignment

• Stay current with product offerings, enhancements, and new features/functionality within the core platform to ensure the team is aligned with the latest capabilities.

Knowledge & Skills

• Exceptional communication and interpersonal skills, with a proven track record of engaging effectively with C-level executives, colleagues, direct reports, and customers.
• Strong relationship-building skills paired with high emotional intelligence, fostering trust and collaboration across all levels.
• In-depth understanding of financial management, including project budgets, resource allocation, and cost control.
• Strategic thinker with a results-driven focus on delivering outstanding client outcomes and maintaining service excellence.
• Proven experience in coaching, mentoring, and developing managers and team leads to build strong and capable leadership within the team.
• Passionate about service delivery, continuously striving to drive customer value realization and improve client experiences.
• Adaptable and approachable, demonstrating flexibility and reliability as a trusted leader and partner within service organizations.
• Strong problem-solving and critical thinking skills, enabling effective resolution of challenges and obstacles.
• Demonstrated ability to motivate team members and foster a culture of high performance and excellence.

Experience

• 8-10 years of progressive leadership and management experience in professional services, project delivery, technical services, or project management, preferably within a SaaS environment.
• Demonstrated success in growing and scaling high-performing, global, client-facing service teams.
• Strong analytical skills, with the ability to leverage data to assess performance, drive decisions, and continuously improve outcomes.
• Proven ability to quickly adapt to evolving technologies, new offerings, shifting priorities, and dynamic business needs.
• Extensive experience in developing new service capabilities and expanding team skill sets to support and drive high-growth objectives.

Additional Information

The compensation range for this role is $150,000-$185,000 On-Target Earnings (base + bonuses), depending on experience and location.

At Responsive, our mission is to make Responsive one of the best places to work by building trust, respecting personal boundaries, valuing work-life balance, promoting diversity, and inclusiveness, and instilling a true sense of ownership and belonging among every employee that will transcend to delighting customers and creating true market value. People feel empowered, supported, and included. Trust and transparency are built into the way we work. Creativity, curiosity, and continuous improvement are encouraged and nurtured.

US-Based Employees can look forward to the following benefits:

• Competitive Compensation, Company Bonus
• 401k with company matching
• Unlimited professional development and ongoing learning through LinkedIn Learning Solutions
• 4 weeks of paid vacation, paid sick days, and paid bereavement
• 4 week sabbatical after 5 years of service
• Mental Wellness Program (EAP) to support your well-being and self-care
• Team events, such as happy hours, off-sites, and team building events
• Best-in-class health benefits, company paid for employee and company contribution for family coverage
• Associates based outside of the US will enjoy similar benefits, comparable and specific to their national standards

Responsive is committed to building and fostering a diverse and inclusive culture that we can all be proud of. We encourage people of all cultures, ethnicities, ages, backgrounds, races, national origins, genders, sexual orientations, religions, and abilities to apply for our open positions. If you are also committed to this kind of culture and see yourself joining our team, please apply - we look forward to learning more about you!