Customer Services Director

Pinnacle, the largest Sage solutions reseller and support provider in the UK and Ireland, is seeking a Customer Services Director to lead operational delivery and drive performance at a P&L level across our Professional Services and Customer Support divisions.

With over 180 employees based across offices and remote locations, Pinnacle delivers cloud accounting and ERP solutions across Sage 200, Sage Intacct, Sage 1000, and Acumatica. We support a customer base of nearly 2,000 organisations, the largest Sage 200 install base in the UK, driving recurring licence revenues and long-term partnerships.

In this strategic leadership role, you will take end-to-end responsibility for:

• Professional Services Delivery: Oversee the teams delivering Project Management, Consultancy, Digital Transformation Software Development, and Implementation services to new and existing customers, system migrations, and module expansions.

• Customer Support Operations: Lead the delivery of our contracted Telephone Support services, managing the largest team in the business to meet SLAs, achieve quality metrics, and deliver exceptional customer outcomes.

Key Responsibilities

Professional Services

• Estimating and quotation processes
• Order book acceptance and governance
• Diary management, planning and utilisation
• Revenue realisation and recovery (cancelled days)
• Strong project control and communication
• Methodologies
• Continuous improvement
• Director level escalations
• Manager and Team Leader direction
• Load balancing, and continuous skills improvement against a matrix
• Hand-over to support

Customer Support

• Service level adherence
  
• Quality metrics
• Load balancing of resources
• Ensuring ownership and escalation
• Customer outcomes as measured by NPS/CSAT
• Director level customer escalations and ensuring complaints are handled
• Driving efficiencies in processes and systems
• Adapting to new offerings and products
• Integrating new M&A acquisitions
• Effective communication and ownership of customers at risk
• Minimising in-flow creatively

Leadership

• Setting the style, tone and cadence for Customer Services
• Working across the senior leadership team
• Supporting the teams to achieve their goals
• Setting top down objectives and ensuring review happens
• Recruitment and coaching
• Performance management where required and support for your managers
• Stepping in and taking control when require
• Representing the functions at board level
• Upholding the mission statement, creating the pathway to the vision
  

Performance Monitoring and Reporting

• Utilisation of resources
• Order book outstanding
• Forward diary planning
• Revenues and recovery
• Service level adherence
• Response times
• Quality metrics

Financial and Budget Management

• P&L responsibility
• Accounting for performance against plan to Group Board
• Setting future business plans
• Cost management
• Resource restructure if needed
• Credit note control

Requirements

• Travel to customer site as required
• Overnight stay as required
• Attend team meetings physically as required
• Support planned and approved evening and weekend work as required

The ideal candidate will bring significant experience in leading both Professional Services and Customer Support operations, preferably within the ERP, software, or technology services sector. You’ll be confident managing at a P&L level, with a strong grasp of utilisation, project governance, and customer service.

You’ll thrive in a fast-paced, customer-focused environment and be passionate about delivering operational excellence through your teams.

You’ll likely have:

• A proven track record of leadership in Professional Services and Customer Support

• Experience managing large teams through senior managers, with a focus on resource planning, utilisation, and revenue delivery

• Strong commercial acumen, with full P&L responsibility in previous roles

• A deep understanding of SLAs, quality assurance, and driving high CSAT/NPS scores

• Exceptional communication skills to manage customer relationships and mitigate escalations

• Experience with Sage ERP products (Sage 200, Sage Intacct, Sage 1000, or Acumatica) is a strong advantage

• A structured, process-oriented mindset, always seeking opportunities to improve performance and service quality

If you’re motivated by delivering real value to customers, driving high standards, and making an impact at scale, we’d love to hear from you.