Director, Professional Services

OpenGov • Chicago, IL

2d

About The Position

The Director of Professional Services will be responsible for managing a group of project managers and implementation experts for OpenGov. This role will ensure that the projects within their profile are deployed on-time, on-budget, and with high customer satisfaction by working with project managers to accurately forecast and deliver projects and by working with implementation analysts/consultants to deliver quality configuration, training, testing, and user acceptance. In addition, this role will be responsible for serving as an executive sponsor on projects within their portfolio.

Requirements

• Minimum of 5 years or equivalent experience leading professional services delivery teams in a SaaS environment and managing P&L
• Experience with portfolio forecasting, resource allocation, capacity planning
• Strong aptitude to learn domain and products
• Extra strong analytical thinking, strong system perspective and diligent process analysis skills
• Strong initiative, innovative thinking skills, and ability to analyze details and translate into “big picture” view
• Ability to adapt to a rapidly changing product and respond strategically to customer needs
• Experience building high- performing teams: focusing on cultivating top-notch talent and taking swift action to performance manage underperformers, while encouraging trust, collaboration, and a productive work environment
• Technical aptitude and proficiency with project management tools (Rocketlane preferred), CRM tools (Salesforce), and professional services operations
• Experience with risk mitigation, management, and handling escalations
• Executive presence in internal and external presentations/communications with C-level management

Nice To Haves

• Experience with government processes, protocols, and use cases applicable to our software is a strong plus

Responsibilities

• Lead a team that achieves results and delivers intended, measurable outcomes for the business and our customers.
• Lead project managers with operational excellence that drives predictability
• Manage P&L for portfolio profitability
• Enable project managers with the necessary tools and skills to set scope, timeline, and deliverables to ensure a successful deployment for multiple customers
• Enable implementation analysts/consultants with the necessary tools and skills to effectively identify needs, configure and test solutions, and train customers
• Ensure proper resource planning
• Build strong cross-functional and customer relationships
• Inspire and persuade team to buy into overall company vision and deliver high quality of customer satisfaction
• Produce key customer references through high quality of delivery
• Establish command and control of project delivery both internally and externally when projects are escalated
• Partner with cross-functional teams to gather required resources in order to set appropriate expectations with internal and external stakeholders
• Participate in the sales process as needed to ensure proper scoping and resourcing
• Support Statement of Work and Change Order creation and approvals as needed
• Identify early signs of project and customer risk and devise appropriate risk response strategies to help the teams move the projects forward
• Serve in an executive sponsor role and travel to customer sites to solidify customer relationships and ensure projects remain on track
• Assist in enhancing OpenGov’s methodology of project delivery
• Drive project forecasting and efficiency gains during implementation to ensure customers realize time to value as quickly as possible
• Act like an owner—navigate business challenges and opportunities to deliver productive outcomes and achievement of goals; demonstrate commitment to the organizational mission, vision, and culture

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees