Director of Professional Services

Director of Professional Services

Description

The Director of Professional Services is responsible for assisting with the growth and execution of service delivery at the highest level of customer satisfaction. This role is a results driven position, driving growth in a diverse Professional Services organization, accountable for the successful delivery of projects and overall customer satisfaction. The Director of Professional Services is also responsible for assisting with developing and retaining talent, focusing on both technical and customer service/consulting skills. The Director of Professional Services will directly engage with members of the technical team, technical managers, leadership, and with customers, and prospects.

The Director of Professional Services must ensure excellent customer relations, as well as engage in high-priority interactions with clients (which includes various chief executives of other companies, among others). Additionally, they will facilitate smooth, effective operation of multiple concurrent projects targeting a diverse client base.

Responsibilities

PRIMARY RESPONSIBILITIES:

* Provide leadership and oversight of the technical team and oversee the overall delivery of professional services

* Work closely with Project Teams to foster teamwork and ensure project success

* Evaluate operational processes and procedures, and develop strategies and implementation plans to improve and standardize all aspects of delivery

* Growth of the team through additional service offerings and team expansion to meet customer needs/market evolution

* Provide billable hours as a technical resource to customers, concentrating on high risk projects- working to get them back on track

* Effectively communicate with all stakeholders working proactively and independently to prioritize and manage customer engagements and follow-on services opportunities, including

* Customer Experience, Customer Development and Data Services.

* Conduct Team’s Assessments/Reviews and provide input on Performance Reviews as applicable

* Monitor team’s resourcing and utilization and monitor and approve team’s PTO and Travel

SECONDARY RESPONSIBILITIES:

* Provide Career and Skill advisement and certification guidance to team

* Support organization maturity efforts and Product Strategy and Growth

* Maintain superior communication, relationship and customer service skills that result in the ability to rapidly assess evolving needs of sophisticated/ enterprise customers

* Onsite travel to customer locations which may include executive presentations and on-going strategic account consulting.

* Assist in leading the pursuit of continuous improvement of customer delivery, best practice processes, collateral and team development

* Development of the mission, strategy and execution plan for all implementation, adoption and professional services at GlideFast

* Work with leadership to develop and evolve Partner strategy

* Maintain current certifications, keep up to date on all Delta releases

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Qualifications

REQUIRED SKILLS/EXPERIENCE:

* 4-5 years in a consulting position, managing professional services

* Consultative skills for software service delivery to lead customers in improving their processes and organizational models

* Knowledge in ITIL foundation is required

* Remain innovative, creative, and self-directed

* Be a great leader and team player with a record of accomplishment in managing multiple complex tasks

REQUIRED SOFT SKILLS:

* Exemplary communication and writing skills enabling development of the following:

* Clear internal communication

* Clear customer/market facing communications to customers and partners

* Well documented vision, strategic plan and execution directives for direct and indirect stakeholders

EDUCATION:

* BA/BS Degree education preferred

Reference

JBRQ0001141

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