Jason Dulin

Director - Professional Services @Litera

Philadelphia, PA, US

Oversee the end-to-end service delivery for a portfolio of Litera’s cloud and on-premises products, including product implementations, project and change management, customer onboarding, and partner support.• Led strategic, cross-functional initiatives that drove customer adoption, accelerated time-to-value, and ensured consistent service excellence across global operations.• Built and scaled a high-performing, self-directed team by developing managers and ICs, cultivating a culture of accountability, innovation, and continuous improvement.• Defined and enforced Standard Operating Procedures (SOPs) to ensure quality, consistency, and operational efficiency across all service engagements.• Partnered with Sales, Product, and Executive Leadership to align delivery strategy with business goals and strategic accounts, enhancing customer satisfaction and retention.• Managed global resource planning and budget alignment, optimizing delivery capacity while staying within financial targets.• Developed and launched new service offerings to support evolving client needs and accelerate organizational growth.• Championed Litera’s Partner Program, overseeing onboarding, enablement, and ongoing partner support initiatives.• Led successful integration efforts during M&A activities, ensuring seamless transition of acquired teams and clients into the existing services structure.• Consistently met or exceeded performance KPIs, including CSAT, NPS, revenue forecasting accuracy, process compliance, and delivery timelines.

Rutgers University - Camden

BA