JOB DESCRIPTION :
The Senior Director, Global Professional Services is a highly visible global role that sets professional services operational strategy and processes in alignment with CCH Tagetik’s business objectives.
Designs, manages teams, and creates standards and processes for post-sale customer onboarding, product implementation, training and additional value-
added services throughout the customer’s experience.
Manages templates and processes around Statements of Work, client pricing, project timelines and deliverables to ensure client objectives are being met in a standardized manner.
Develops KPIs that helps both regional departments and senior management understand the performance of professional services operations against established targets including customer satisfaction.
Works closely with the regional heads of consulting services to ensure standards around process and operations are followed and met.
As needed and approved, builds a team to deliver the goals of Professional Services Operations.
The ideal candidate will have deep experience in growth-oriented enterprise software in product strategy, professional services, or business development, with demonstrated experience in program design and management and in crafting creative and innovative solutions to address business challenges.
The individual must be results-oriented, self-driven, willing to work with ambiguity, have a can-do attitude and excellent at nurturing cross-
organization relationships to accomplish program and organizational goals. Must have proven natural leadership and influential skills that will assist in leading direct reports, as well as others, in regions, who will be matrix manage.
DUTIES AND RESPONSIBILITIES :
Lead all aspects of the development of processes and operations that standardize professional services functions globally, including client engagements, new product onboarding and additional services to solve ongoing customer needs.
To include solution design, project scoping, SOW creation and project management
Reports on global and regional progress against productivity, revenue and profitability targets; maintains a master report of project schedules, budget and risks, communicating promptly on risk areas and recommending mitigating activities to ensure targets are achieved
Works with leadership teams to identify new opportunities for professional services in the market to solve customer needs and create new revenue streams.
Develops business case, collaborates with product management to launch offerings and drive revenue creation, managing the rollout of these new offerings across the business
Continually seeks opportunities to increase customer satisfaction and deepen client relationships
Identifies opportunities to improve team efficiency
Provides market insights on continuous basis as an input to Product Management for ongoing roadmap prioritization
Ability to interface with individuals in all levels and across all functions of the organization
Ability to communicate effectively and convincingly, and to work effectively in a matrixed environment (without direct control of pro services and implementation teams)Assist regional managers with the hiring, development and retention Professional Services team members
Contribute and collaborate with peers as a member of the Leadership Team
DESIRED SKILLS AND EXPERIENCE :
Bachelor’s degree required, Master’s Degree or MBA preferred
10+ years’ experience in Professional Services or Consulting
4 + years of management experience
Experience implementing Business software like ERP, CPM (plus), CRM, HCM, etc
Experience developing processes to manage complex implementation projects
Experience measuring, monitoring and reporting on customer satisfaction, specifically NPS
Experience developing and maintaining KPI dashboards
Experience scaling a Professional Services organization within a high-growth organization is a plus
Experience with agile project management
Experience drafting proposals and SOW’s
Knowledge of the Office of Finance processes and needs
Knowledge of agile software product development methodologies
Experience working with Salesforce.com and ERP technologies such as SAP
Experience with Software as a Service deployment models
Proven expertise in devising and implementing processes and programs that provide and promote continuous improvement, efficiency and productivity, and directly contribute to the bottom-
line and customer satisfaction
Working knowledge of Microsoft Office applications
Other Knowledge and skills :
Ability to work independently
Ability to work cross-functionally in a fast-paced environment
Strong executive presences and relationship skills
Excellent written and verbal communication, presentation, and facilitation skills
Self-starter, flexible, and can work with varying levels of management
Excellent leadership and team management skills
Strong problem solving and organizational skills
Demonstrated ability to implement best practices and make effective process improvements
Fluent in Italian and English (other languages a bonus)