JPC -1458 - Director, Professional Services

Overview

Our client is looking for a Director of Professional Services to join their team.

The Director of Professional Services is responsible for the strategic direction and effective delivery of all professional services including consulting, implementation services, migration, and training to the organization’s customers.

Reporting to the President and serving as a key member of the Company’s leadership team, this position requires an ambitious, tenacious, intelligent, collaborative, and strategic thinker who can deliver results, solve problems, learn about the Company’s business/products, provide demonstrable, measurable support to the Company’s selling teams, and lead the Company’s internal delivery professionals through structured skills development, goals setting and delivery of effective consulting and implementation services.

In this role, the successful candidate will further establish the Company as a leading player in Professional Services by expanding its world-class Professional Services practice. S/he will come to the Company with proven skills in building customer confidence at all levels of our client organization as well as leading and delivering small, medium, and large engagements. S/he will work closely with the Company’s Leadership Team as a trusted advisor and partner in building and executing the Company’s Professional Services business plan.

Responsibilities:

• Direct supervision and full management responsibility for the Company’s Professional Services Team.
• Direct, manage, and continuously improve all aspects of professional services including project management, consulting, and training.
• Continually look to improve the departmental process and delivery of products and services to streamline communications and improve effectiveness and efficiencies where necessary
• Hire, build, staff, train and motivate and retain the Company’s Professional Services team.
• Manage and expand the existing Professional Services delivery capabilities both with existing and new staff and partners.
• Partner with the Company’s sales organization to sell and deliver professional services
• Ownership and development of the program components: including service delivery management, program governance, and P&L for Professional Services.
• Identify opportunities for improvement in delivery and best practices. Coordinate with the Operations team to ensure best practices are captured and implemented within the Professional Services team.
• Participate in the Company’s annual budgeting process and then manage Professional Services operations within the parameters of the approved annual budget.
• Work with peer-level executives, provide the organization with strategic insight and fully participate as an active and collegial member of the Company’s Leadership Team.
• Participate in opportunities to provide blog content and other web content as well as industry speaking opportunities with clients, other staff members, and partners where appropriate and based on experience/expertise.
• Leading by example in ensuring the organization’s strong commitment to customer satisfaction remains a hallmark of the professional services team.
• Responsible for reviewing and responding to escalated incidents
• Present on behalf of the organization at conferences, trade shows, client engagements, etc.

Qualifications:

• Minimum of 10 years of experience involved in the delivery of organizational resilience services in either an internal or external role.
• Experience selling and managing the delivery of Professional Services closely aligned with sales and support of organizational resilience software.
• Professional Services sales support and delivery leadership experience with increasing responsibility for supporting the strategic and tactical needs of a sales and delivery organization with demonstrated success.
• Excellent professional services delivery skills including facilitation of executives through a variety of engagements associated with the design, launch, and enhancement of organizational resilience management programs.
• Familiarity with one or more software products in the company’s space is desirable (iManage) but not necessarily required.
• Ability to work and communicate in a remote environment with extensive travel.
• Industry experience in Legal, Financial Services, banking, and professional accounting is considered an asset.