Director of Professional Services - Hybrid

Company DescriptionISAAC partners with North American fleets to provide a user-friendly solution that simplifies trucking. Focused 100% on the trucking industry, we help carriers overcome challenges, while boosting driver happiness. With proven system reliability and system integration capabilities driven by our open platform, our solution helps your drivers and back-office team work smoothly.For more information, visit www.isaacinstruments.com.Job DescriptionThe Director of Professional Services leverages internal expertise in documentation, training, technical specialties, and customer service to empower clients and personalize their experience, while ensuring consistency and continuous improvement of value-added services.Commitment to excellence is reflected in a culture of compassionate leadership, collaboration, and support. Under this leadership, colleagues feel a strong sense of belonging, motivating everyone to provide exemplary internal and external service and contribute to ISAAC’s success.ResponsibilitiesOversee the design, delivery, and quality of training for clients and internal colleaguesApprove the relevance, timeliness, engagement, and quality of andragogical contentLead continuous improvement, innovation, while embracing new approaches, tools, and technologiesManage the Documentation team in creating, updating, and distributing technical documentation (manuals, guides, articles, videos, podcasts, etc.), ensuring accuracy, accessibility, and support for self-serviceCoordinate with Product and Technology teams to ensure information compliance during solution updatesSupervise document management, version control, and validation of new requirementsLead the technical experts’ team to deliver customized solutions and consulting assignments, meeting deadlines and client expectationsPromote interdisciplinary collaboration for optimal serviceDevelop scalable service offerings with the Customer Experience and Product teamsCollect and integrate feedback to improve service qualityEncourage industry monitoring to anticipate trends and adapt proposed solutionsOptimize workflows, tools, and processes for service efficiency and qualityMaintain an innovative, responsible, and excellence-oriented work environmentMonitor performance indicators (IPC/KPI) to guide continuous improvement actionsManage resources and maintain good relationships with suppliers and clients. QualificationsUniversity degree in management, technology, or a related field5 years of experience managing interdisciplinary teams and coordinating technical/professional services, ideally in SaaS or technology sectors5 years in operations management and customer experience/successMastery of methodologies in training, documentation, technical support, and professional servicesKnowledge of content management, learning, customer relationship, and project management systemsAbility to listen, collaborate, and communicate with stakeholdersOrganization and rigor in managing priorities, resources, and projectsClient orientation and commitment to service excellenceProfessional proficiency in French and English, spoken and written (Reason: multilingual external clients without role duplication). ConditionsFlexibility to travel 10% of the time: Canada and the USAValid passport AssetsUnderstanding of the road transport sectorKnowledge of Microsoft 365, Salesforce (CRM), Schoox (LMS), SaaS environments, ITIL, and WrikeIn-depth knowledge of the ISAAC solution. Additional InformationCollaborators are at the center of ISAAC’s interests and values. This explains the numerous benefits of working at ISAAC, namely:varied career opportunitiesa stimulating work environment focused on innovationenthusiastic and collaborative teamscompetitive salaries and benefits promoting work-life balance: a complete group insurance plan, group RRSP, an EAP, flexible hours, 4 weeks of vacation, etc. various social activities and free snacks and coffee every day.