Director of Professional Services

We are seeking a dynamic and strategic Director of Professional Services to lead and manage our Professional Services division. This leadership role is crucial to the success of our ERP software implementations, driving client satisfaction, and maximizing the value delivered through our software solutions. The Director of Professional Services will oversee a talented team of consultants, project managers, and implementation specialists while collaborating closely with sales, product, and support teams to ensure seamless execution of client projects. This individual will be responsible for setting the vision, strategy, and operational framework for professional services to support our company's growth while maintaining high standards of customer experience and profitability.

Key Responsibilities:

Leadership & Strategy:

• Lead, mentor, and grow a team of professional services consultants, project managers, and technical specialists to deliver high-quality ERP implementations and customer outcomes.
• Develop and implement a clear strategy for the Professional Services department, aligning with company goals and customer needs.
• Set performance objectives and KPIs for the team and ensure alignment with broader organizational objectives.

Client Engagement & Relationship Management:

• Serve as the primary point of escalation for high-priority or high-value client projects, ensuring timely resolution of any issues.
• Foster strong, long-term relationships with key customers, acting as a trusted advisor throughout the lifecycle of the engagement.
• Ensure clients are achieving their desired outcomes and maximizing the value of the ERP solution.

Project Management:

• Oversee the management of client engagements, from project initiation through post-implementation support, ensuring projects are delivered on time, within scope, and on budget.
• Drive the standardization of project delivery methodologies, ensuring consistent quality across all professional services engagements.
• Continuously assess and improve project delivery processes to enhance efficiency and client satisfaction.

Cross-Functional Collaboration:

• Collaborate with the Sales and Customer Success teams to ensure a seamless transition from sales to implementation.
• Work closely with Product and Engineering teams to relay customer feedback, suggest product improvements, and resolve technical challenges.
• Liaise with Support teams to ensure that client issues post-implementation are handled effectively and that clients continue to derive value from the ERP software.

Financial & Operational Management:

• Develop and manage the Professional Services department’s budget, including resource allocation, project margins, and profitability metrics.
• Drive operational efficiency and scalability by implementing tools and processes that optimize resource utilization and streamline service delivery.
• Track project progress, budget adherence, and resource utilization to ensure profitability and minimize risk.

Continuous Improvement:

• Stay up-to-date with industry trends, ERP innovations, and best practices to ensure the company remains competitive and can deliver leading-edge solutions.
• Continuously evaluate the team’s skill set and capabilities to ensure they are aligned with market demands and customer needs.
• Establish and maintain a culture of excellence, accountability, and collaboration within the Professional Services organization.