Director, Professional Services
New
USFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- 10+ years’ experience
Requirements
- 10+ years’ experience in customer facing role (e.g., customer success, account management, implementation, product or project management) in a SAAS company serving the Accounting Profession OR at least 10 years’ experience working in an Audit/Accounting/Professional Services Firm performing External Audit or Assurance engagements.
- 5+ years demonstrated management experience.
- Experience managing a diverse and remote team, including recruiting, training, staffing, and performance management.
- Knowledge of Caseware’s solutions is an asset.
- Strong operational management, project management, consulting, and process improvement skills.
- Experience with change management principles and resilience to adapt with pivots in strategies and goals.
- Demonstrated expertise supporting the sales of professional services, including developing statements of work, pricing, and large-scale proposal development (RFI, RFQ and RFPs).
- Demonstrated ability to manage ambiguity and apply problem-solving skills to unique situations.
- Demonstrated experience succeeding in a fast-paced environment and managing multiple projects simultaneously.
- Excellent presentation skills, customer service, team building skills.
Responsibilities
- Lead a high-performing implementation organization responsible for the successful delivery of software solutions across North America.
- Own delivery excellence, customer outcomes, and services revenue.
- Ensure engagements are executed efficiently, at high quality, and at scale.
- Provide strategic and people leadership to a diverse team of project managers, consultants, trainers, and technical services professionals.
- Be accountable for operational performance, talent development, and the continuous evolution of service offerings.
- Ensure a seamless end-to-end customer journey from sale through adoption while aligning services strategy with broader business objectives.
- Ensure the successful delivery of all services engagements with a high degree of quality and customer satisfaction.
- Manage and grow revenue and increase value contribution through effective utilization of resources.
- Develop and motivate a skilled services delivery team, including conducting performance evaluations, identifying development opportunities and mentoring the team.
- Define and measure team performance against set objectives.
- Drive innovation, continuous improvement and guide the strategic direction of the team.
- Collaborate and work closely with the VP Professional Services and the regional professional services and education leaders to drive consistency in global processes and services.
- Foster strong customer and partner relationships to drive delivery excellence, managing feedback and escalations, as needed.
- Collaborate with internal stakeholders to identify and execute business growth strategies, develop hiring plans and develop supporting practices to drive product adoption.
- Partner with the sales and pre-sales team to complete statements of work, showcasing the value of our services team and sharing measurable outcomes.
- Maintain working knowledge of the Caseware solutions, industry trends and delivery methodologies.
- Ensure resources availability to support forecasted/planned organizational delivery expectations.
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