Director of Professional Services

21 hours ago

Texas City, Texas, United States Certinia Full time
Certinia Seeks Experienced Professional Services Director

Certinia, a leading provider of Services-as-a-Business platforms, is seeking an experienced Professional Services Director to lead our growing consulting delivery practice in the Americas. As a seasoned professional with a strong background in project management and services selling, you will be responsible for leading a team of Implementation Consultants and driving customer success.

Key Responsibilities:
  • Manage a team of Implementation Consultants and provide oversight to team leads and individual consultants.
  • Develop and implement a program of continual education and training to ensure the team is subject matter experts in all aspects of Certinia products.
  • Establish critical relationships with major customers in the Americas region to ensure they are meeting their business objectives and outcomes with Certinia technology.
  • Join sales pursuit teams to help sell the value of Certinia Professional Services to key prospects during the sales cycle.
  • Act as Project Owner on implementations and Expert Services projects with critical customers, providing governance and oversight to ensure a successful outcome.
  • Implement and manage systems and processes for improved consulting performance, including lessons learned, hot reviews, escalation management, sales/support handovers, implementation methodologies, and budget management.
  • Support Account Executives and PS Engagement Managers in estimating effort and producing Statements of Work for existing customers.
  • Understand the experience, capability, and strategic direction of Certinia Partners to identify and deliver support to them in up-skilling their teams to deliver successful projects.
  • Establish a strong network/working relationship with Partners/Subcontractors to provide a flexible supply of resource to meet fluctuating demands for Certinia consulting services on Certinia primed projects.
  • Contribute to the ongoing development and refinement of Certinia implementation methodologies, implementation tools, and practices, as well as new service offerings.
  • Forecast recruiting needs, interview candidates, onboard, train, and develop new team members.
  • Ensure attainment of revenue, margin, utilization, billing, and Customer Satisfaction Survey targets while minimizing Free of Charge work.
  • Manage resource planning and staffing for customer engagements.
  • Develop, implement, and support strategic company objectives.
  • Take a lead in the management and resolution of customer/project escalations.
  • Participate in cross-functional teams around product design, marketing events, etc.
  • Create a positive work environment and culture by demonstrating superior attitude and work ethic, ensuring the vision, values, and culture of the organization.
Requirements:
  • Proven and effective people management experience with the ability to mentor a PS team while managing multiple priorities and deadlines.
  • Experience engaging with senior stakeholders and acting as an interface for projects with both customers and internal stakeholders supporting project lifecycles.
  • Evidence of implementing/managing a program of continual learning.
  • Experience in software/ERP/PSA implementation projects end-to-end of varying size and scope with demonstrated experience and knowledge across all phases of the software implementation lifecycle, project methodologies, and best practice (including the cloud delivery model).
  • Proven track record of vendor-side Professional Services experience with one or more of the following or similar technologies: NetSuite, Oracle, PeopleSoft, Salesforce, SAP, Lawson, JD Edwards, Microsoft Dynamics, or Workday.
  • Prior experience in Professional Services Automation, Accounting, and/or Supply Chain business processes.
  • Ability to multitask in a fast-paced environment.
  • The ability to motivate and influence team members for accountability, ensuring excellent deliverables.
  • Demonstrate excellent interpersonal, organizational, and analytical skills.
  • The ability to positively embrace change and new challenges.
Preferred Qualifications:
  • Pre-sales activities such as providing scoping and level of effort analysis.
  • Bachelor's Degree or equivalent experience.
  • An in-depth understanding of Salesforce Platform/Apps.

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