Joe Imperato
Chicago,IL
Summary
Director of Professional Services with over 10 years of experience scaling global delivery teams and driving strategic service initiatives in high-growth SaaS environments. Currently accountable for a $6M annual revenue portfolio, leading a global practice that balances a 70% billable utilization target with a consistent 4.2+ CSAT score. Expert in aligning service delivery packages with Sales and GTM strategies to accelerate customer time-to-value, optimize sales cycles, and ensure long-term customer retention.
Overview
13
13
years of professional experience
Work History
Director, Professional Services
Copado, Inc.
Chicago, IL
03.2024 - Current
- Direct global professional services operations, leading a high-performing team to deliver strategic initiatives and drive $6M in annual revenue.
- Drive team-wide billable utilization to a 70% target by optimizing resource forecasting and refining the sales-to-delivery handoff.
- Maintain a 4.2+ CSAT score across the global team by establishing rigorous quality control measures and auditing service delivery against customer expectations.
- Collaborate with Sales and GTM teams to design and implement service delivery packages that align with market needs and ensure long-term customer retention.
- Streamlined operations for the global organization by implementing automated scope document creation, reducing manual processing time significantly.
- Foster partner ecosystems by establishing subcontracting processes and monitoring partner-led projects to ensure strategic alignment and project success.
- Drive product innovation by providing critical front-line feedback to product leadership and developing proof of concept solutions to influence the product roadmap.
- Facilitate cross-functional collaboration between Sales, Product, and Legal teams to optimize contract negotiations and incorporate stakeholder alignment into every engagement.
Manager
Copado, Inc.
Chicago, IL
04.2021 - 03.2024
- Built high-performing teams through effective recruitment, onboarding, and continuous learning opportunities for enterprise consultants.
- Achieved departmental goals of maintaining high customer satisfaction scores while delivering complex projects on time and within budget.
- Supported revenue-driving initiatives to prioritize spending on high-impact projects, optimizing resource utilization across the department.
DevOps Consultant
Copado, Inc.
Chicago, IL
08.2019 - 04.2021
- Interpreted client business needs to align technical strategy with execution and strict project deadlines.
- Coordinated cross-functional teams including Salesforce, Customer, ISV, and System Integrators to achieve effective development operations.
- Integrated platforms with various ALM tools to manage backlogs and uphold customer Key Performance Indicators (KPIs).
Client Integration Engineer
CJ Affiliate
Chicago, IL
06.2018 - 08.2019
- Consulted on integration strategies for top-revenue Enterprise clients across travel, retail, and finance industries.
- Managed two direct reports while enhancing team dynamics and overall productivity.
- Recognized as Subject Matter Expert (SME) on third-party tag management and compliance with GDPR and Apple ITP.
Campaign Operations Manager
Conversant
Chicago, IL
08.2016 - 06.2018
- Delivered digital banner and video content for over 50 Enterprise clients using internal ad server technologies.
- Developed web applications to translate SQL-segmented campaign audiences for cross-team collaboration.
QA Analyst
Razorfish
Chicago, IL
08.2014 - 06.2016
- Conducted accessibility compliance testing according to WCAG 2.0 level AA standards.
- Executed manual responsiveness tests on diverse mobile devices and developed automated testing scripts.
Marketing Consultant
Northwestern Hospital
Chicago, IL
02.2013 - 06.2014
- Conducted research and delivered hybrid mobile applications to enhance UI/UX for the NMH Transplant Department.
Education
Bachelor of Science - Computer Graphics Technology
Purdue University
West Lafayette, IN05-2012
Timeline
Director, Professional Services
Copado, Inc.
03.2024 - Current
Manager
Copado, Inc.
04.2021 - 03.2024
DevOps Consultant
Copado, Inc.
08.2019 - 04.2021
Client Integration Engineer
CJ Affiliate
06.2018 - 08.2019
Campaign Operations Manager
Conversant
08.2016 - 06.2018
QA Analyst
Razorfish
08.2014 - 06.2016
Marketing Consultant
Northwestern Hospital
02.2013 - 06.2014
Bachelor of Science - Computer Graphics Technology
Purdue University