Senior Manager of Customer Success and Implementation
2 days ago
**About the Role:**
The Director, Professional Services will be responsible for overseeing the delivery of implementation, consulting, and support services to Numerator's clients. This role involves managing a team of consultants and project managers, ensuring successful project execution, and driving customer satisfaction and retention.
**Key Responsibilities:**
- Manage the professional services team, including consultants, project managers, and implementation specialists.
- Develop and execute a strategic vision for the professional services organization, aligning with overall business objectives.
- Oversee the delivery of client projects, ensuring they are completed on time, within budget, and to a high standard of quality.
- Drive operational excellence by implementing best practices, methodologies, and processes for consistent service delivery.
- Collaborate closely with Sales, Product, and Customer Success teams to ensure alignment and seamless execution of client engagements.
- Monitor key metrics such as utilization rates, project profitability, and customer satisfaction to continuously optimize service performance.
**Requirements:**
- Bachelor's degree in Business, Project Management, or a related field. Advanced degree or relevant certifications (e.g., PMP, ITIL) are a plus.
- 10+ years of experience in professional services, consulting, or a related field, with at least 5+ years in a leadership or management role.
- Proven track record of successfully managing and scaling professional services organizations, with a focus on customer satisfaction and profitability.
- Strong understanding of project management principles, consulting best practices, and service delivery methodologies.
- Experience working cross-functionally with sales, product, and customer success teams to drive alignment and achieve business objectives.
- Excellent leadership and people management skills, with the ability to develop and motivate high-performing teams.
- Strong communication and relationship-building skills, with experience managing executive-level client relationships.
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