Director of Professional Services
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Job Description
Director of Professional Services managing process improvements and stakeholder collaboration. Ensuring project delivery and customer satisfaction in a SaaS environment.
Responsibilities:
- Oversee and execute process improvements and the development of policies, procedures, methods, and tools in support of delivery.
- Ensure that projects and deliverables are completed on-time and within budget, and at a high level of customer satisfaction.
- Partner with various teams around the organization, including Sales and Sales Ops, to ensure resources are aligned with short- and long-term demand.
- Function as a customer advocate in routing information and responding to customer needs within the organization.
- Report on staffing, utilization, project health, and financial performance for Senior Leadership and our Board.
- Develop and maintain up-to-date profiles of skills, knowledge, and competencies for the PS team.
- Estimate and accurately forecast monthly delivery revenue.
- Maintain up-to-date knowledge of current product offerings.
- Deliver online and on-site presentations, tailored to each prospective customer’s needs.
- Develop and manage project plans, schedules, success criteria and milestones.
Requirements:
- 7+ years of management experience in Professional or Technical Services, preferably within a SaaS model.
- Superior communicator and strong relationship builder.
- Experience collaborating with international teams and remote team members.
- Experience with software/hardware implementation or consultative roles (or equivalent experience).
- An ability to use data to analyze results and make data-driven decisions.
- A passion for customers and a dedication to providing a best-in-class service experience.
- An ability to adapt quickly to new software and constantly changing business requirements.
- Experience recruiting, coaching, and developing team members.
- Background and expertise in building out new service capabilities to accommodate growth, scale and global reach.
Benefits:
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
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