Director, Professional Services

BlackLine

23h • Hybrid

About The Position

The Director, Professional Services is responsible for the management and execution of Blackline’s customer implementation strategy throughout the Americas region. This leader manages a team of managers, consultants, and project/engagement managers responsible for delivering Blackline implementation services at new and existing customers. The Director is accountable for completion of successful projects leading to customer adoption and satisfaction, driving appropriate team utilization, and meeting revenue targets for the Americas region practice. He/She will set practice policies and procedures to realize standardization, efficiencies and quality standards for the delivery of implementation services to customers and partners. The Director will be measured on customer satisfaction, revenue/margin and utilization, time to go-live for implementation projects, and ARR retention.

Requirements

• 5+ years of experience of professional services or implementation consulting management in software/SAAS industry. 7+ years of experience working with business stakeholders within a cross-functional matrix environment. Proven track record of man
• BA/BS
• Proficient in MS Office and CRM/project management software.
• Strong organizational skills.
• Customer-oriented approach.
• Excellent verbal and written communication abilities.
• Sharp business acumen.
• Problem-solving aptitude.
• Proven ability to demonstrate a drive for results and accountability of business needs.
• Proven ability to work in an ambiguous environment and collaborate across multiple areas in order to achieve a common business objective.
• Demonstrate decisiveness in resolving business problems, making decisions and identifying priorities.

Nice To Haves

• Background in Sales and Customer Service

Responsibilities

• Manage and build a talented and capable professional services team
• Work with customers and partners to achieve successful implementations and desired project outcomes
• Ensure strategic and business objectives of the consulting practice are met
• Drive best practices, processes, and policies for implementation engagements
• Earn customers business partners trust as an advisor and advocate
• Responsible for monitoring and supporting consultants to achieve utilization targets while maintaining high quality delivery of project deliverables
• Work with sales team to provide expertise on deployment approaches, project staffing plans and statement of work estimates as needed
• Act as escalation point for projects and provides expertise for remedying issues

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 1,001-5,000 employees