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Senior Director Professional Services


Ref.: SDPS-IT
Location: Lucca, Rome, Milan, Turin (ITALY)

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)

Remuneration and contract terms will be discussed individually and defined according to personal skills, competences and experience.

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