33 applicantsPosted by Agency

Company

Confidential · 12 hours ago

Senior Director of Professional Services

Boston, MA

Full-time

Remote

Lead/Staff, Director/Executive

$180K/yr - $220K/yr

15+ years exp

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Responsibilities

Ensure the delivery of professional services projects to meet customer commitments, on-time and on-budget.

Play a central role in driving customer satisfaction leading to renewals, upsell and cross-sell of products and services.

Serve as the executive sponsor for key customers, partner relationships, and strategic initiatives.

Enable and deploy offshore, near-shore, and onshore partners to dynamically help scale Professional Services capabilities.

Develop organizational talent, methodologies and processes that allow us to continue to scale to meet our growth objectives, including recruiting and retaining top talent.

Nurture an innovation-oriented environment and continue to develop services and solutions offerings that differentiate in the market.

Measure and manage implementation effectiveness, utilization, revenue forecasting, profitability and capacity planning using metric-driven methodologies, which you will continue to refine and enhance.

Work closely with other functional leaders including sales, support, customer success, marketing, product management, and R&D, to optimize cross-functional collaboration to deliver a superior customer experience.

Participate actively in the formulation and execution of strategies as a member of the Global Customer Organization (GCO) leadership team.

Be a leader, motivator and a collaborator who encourages team involvement and empowerment of your team.

Manage the department’s day-to-day operations by setting priorities, establishing goals, and assisting in the development and implementation of internal policies and procedures.

Foster harvesting and reuse of project deliverables and work with solutions organization to develop new IP and solution demos.

Partner with product management and R&D to help accelerate product roadmap through paid custom services.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

SaaS B2B softwareProject managementSoftware development lifecycleProfit center managementOffshore partner modelAgile methodologyOperational mindsetExceptional communicationStrategic thinking

Required

Advanced degree in Business, Engineering, Computer Science or equivalent, with a minimum of 15 years building high-growth global professional services organizations in successful B2B SaaS enterprise product companies.

A proven track record of growing the professional services backbone of a software company that interacts with a rapidly growing, highly dynamic and demanding market.

Leadership of professional services organizations in the deployment of multiple concurrent, complex software projects.

Strong understanding of software development lifecycles software engineering best practices.

Prior experience owning and managing a profit center with a track record of driving profitable results, and high customer- and employee retention.

Experience working in an offshore partner model to optimize resource availability, maximize project profitability without compromising customer satisfaction.

Exceptional communication skills and interpersonal skills, with the ability to foster and develop relationships both internally and externally with key stakeholders and clients.

Proven ability to negotiate with difficult customers and successfully ensure project turnarounds.

Preferred

A deep and unflinching commitment to customer delight and satisfaction.

Experience in leadership roles in professional services in product companies dealing with data, cloud, analytics technologies and tools.

Experience delivering multiple concurrent projects using Agile methodology.

A strategic and innovative thinker with strong analytical, communication and presentation skills.

Motivational and energetic leader with an eye for innovation and proven ability to drive accountability for outcomes at every level of a services organization in pursuit of excellence.

Ability to drive patterns, methodologies, tools and best practices to continuously improve the quality of services deliverables.

Skilled at handling multiple conflicting priorities with a high level of initiative and independence.

Enjoys working in a global, dynamic and intellectually challenging environment.

Strong business acumen and integrity combined with outstanding strategic and operational mindset.