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Director - Professional Services
4 weeks ago
- The Director of Professional Services (Product Vertical) will be responsible for managing a group of project managers and implementation experts for OpenGov.
- This role will ensure that the projects within their profile are deployed on-time, on-budget, and with high customer satisfaction by working with project managers to accurately forecast and deliver projects and by working with implementation analysts/consultants to deliver quality configuration, training, testing, and user acceptance.
- In addition, this role will be responsible for serving as an executive sponsor on projects within their portfolio.
Responsibilities:
- Lead a team that achieves results and delivers intended, measurable outcomes for the business and our customers.
- Lead project managers with operational excellence that drives predictability.
- Manage P&L for portfolio profitability.
- Enable project managers with the necessary tools and skills to set scope, timeline, and deliverables to ensure a successful deployment for multiple customers.
- Enable implementation analysts/consultants with the necessary tools and skills to effectively identify needs, configure and test solutions, and train customers.
- Ensure proper resource planning.
- Build strong cross-functional and customer relationships.
- Inspire and persuade team to buy into overall company vision and deliver high quality of customer satisfaction.
- Produce key customer references through high quality of delivery.
- Establish command and control of project delivery both internally and externally when projects are escalated.
- Partner with cross-functional teams to gather required resources in order to set appropriate expectations with internal and external stakeholders.
- Participate in the sales process as needed to ensure proper scoping and resourcing.
- Support Statement of Work and Change Order creation and approvals as needed.
- Identify early signs of project and customer risk and devise appropriate risk response strategies to help the teams move the projects forward.
-Serve in an executive sponsor role and travel to customer sites to solidify customer relationships and ensure projects remain on track.
- Assist in enhancing OpenGov's methodology of project delivery.
- Drive project forecasting and efficiency gains during implementation to ensure customers realize time to value as quickly as possible.
- Act like an owner-navigate business challenges and opportunities to deliver productive outcomes and achievement of goals; demonstrate commitment to the organizational mission, vision, and culture.
Requirements And Preferred Experience.
- Minimum of 5 years or equivalent experience leading professional services delivery teams in a SaaS environment and managing P&L.
- Experience with portfolio forecasting, resource allocation, capacity planning.
- Strong aptitude to learn domain and products.
- Extra strong analytical thinking, strong system perspective and diligent process analysis skills.
- Strong initiative, innovative thinking skills, and ability to analyze details and translate into "big picture" view.
- Ability to adapt to a rapidly changing product and respond strategically to customer needs.
- Experience building highperforming teams: focusing on cultivating top-notch talent and taking swift action to performance manage underperformers, while encouraging trust, collaboration, and a productive work environment.
- Technical aptitude and proficiency with project management tools (Rocketlane preferred), CRM tools (Salesforce), and professional services operations.
- Experience with risk mitigation, management, and handling escalations.
- Executive presence in internal and external presentations/communications with C-level management.
- Experience with government processes, protocols, and use cases applicable to our software is a strong plus.
