Miro - Professional Services Lead

Job description

About the Team Miro’s Professional Services organisation enables enterprise customers to adopt, scale, and innovate on Miro’s Innovation Workspace. Services span subscription-based programs (MOST) as well as one-time Implementation, Advisory, and Technical Account Management engagements. Japan is a fast-growing, high-touch market where customers expect precision, trust, and deep partnership. Local leadership, cultural fluency, and strong cross-functional alignment are critical to success. About the Role The Senior Manager, Professional Services Delivery – Japan is the senior Professional Services leader for the Japan region, responsible for all PS delivery motions, including MOST, Implementation, Advisory, and Technical Account Management (TAM). This role leads Innovation Architects, Technical Architects, AI Technical Architects, Implementation Consultants, and Technical Account Managers. The role operates with high autonomy and is accountable for evolving global programs to reflect Japanese market expectations, cultural nuance, and regional growth needs. This leader is a key contributor to global Professional Services outcomes and serves as the primary escalation and decision authority for Japan. Key Responsibilities People Leadership & Talent Development Directly manage Innovation Architects, Technical Architects, AI Technical Architects, Implementation Consultants, and Technical Account Managers Set high standards for professionalism, preparation, and customer engagement Coach senior practitioners to operate as trusted advisors to enterprise customers Partner with People leadership on hiring, performance management, and succession planning Build a strong local leadership bench aligned with global standards Strategic & Operational Responsibilities Own regional capacity planning and delivery readiness Support global revenue outcomes through delivery excellence that reinforces renewals and expansion Identify where global programs require regional adaptation and drive thoughtful evolution Contribute Japan-specific insights to global Professional Services strategy Cross-Functional Collaboration Partner deeply with Sales and Customer Success to support growth, renewals, and customer confidence Collaborate with Product teams to represent Japanese customer needs and adoption patterns Coordinate with partners where appropriate while maintaining strict quality standards What Success Looks Like in the First 6–12 Months Trusted, stable delivery motion across Japan with strong customer feedback A high-performing, engaged local team with clear standards and growth paths Effective adaptation of global programs to regional realities Strong alignment with Sales and Customer Success leadership Tangible contribution to global Professional Services revenue performance Required Experience & Skills 8+ years in Professional Services, Consulting, or Enterprise SaaS roles Proven experience leading senior practitioners in a customer-facing environment Strong delivery governance, prioritisation, and escalation management skills Ability to operate autonomously in ambiguous, fast-changing environments Fluency in both English and Japanese (written and spoken) Preferred Experience Experience leading Professional Services teams in Japan Familiarity with high-touch, relationship-driven enterprise delivery models Experience adapting global programs to local market needs An AI-first mindset, with a track record of using AI to drive delivery excellence, efficiency, or innovation