Director, Professional Services

Description

• Day-to-day management of a team of AMER Functional Implementation Consultants and Architects. You will have “team leads” within your organization who will help you, and you will provide oversight to them and the individual Consultants.
• Ensure that the Functional Consulting team are subject matter experts in all aspects of the Certinia products through a program of continual education and training. This program should support the on-boarding and certification of new consultants to the team whilst also ensuring that the team are aware of and trained in all new product release in advance
• Establish critical relationships, typically at Senior and C level, with major customers in the AMER region to ensure they are meeting their business objectives and outcomes with Certinia technology and guiding them to success while collecting invaluable customer intelligence for Certinia.

• Join the Sales pursuit teams to help sell the value of Certinia Professional Services to key prospects during the Sales cycle. Present Project Management and Implementation Methodology to prospective customers.
• Act as “Project Owner/Sponsor” on projects with customers providing governance and oversight to ensure a successful outcome.
• Alongside our methods and portfolio teams Implement and manage systems and processes for improved consulting performance (e.g. lessons learned, hot reviews, escalation management, sales/support handovers, implementation methodologies and budget management)
• Support Account Executives and PS Engagement Managers in the estimating of effort and production of Statements of Work to existing customers
• Understand the experience, capability and strategic direction of our Certinia Partners in order to identify/deliver support to them in up-skilling their teams to deliver successful projects
• Establish a strong network/working relationship with Partners/Subcontractors to provide a flexible supply of resource to meet fluctuating demands for Certinia consulting services on Certinia primed projects 
• Contribute to the ongoing development and refinement of the Certinia implementation methodologies, implementation tools and practices and new service offerings
• Forecast recruiting needs, interview candidates, onboard, train and develop new team members
• Ensure attainment of revenue, margin, utilization, billing and Customer Satisfaction Survey targets whilst minimizing Free of Charge work
• Manage resource planning and staffing for customer engagements
• Develop, implement and support strategic company objectives
• Take a lead in the management and resolution of customer/project escalations 
• Participate in cross-functional teams around product design, marketing events, etc.
• Create a positive work environment and culture by demonstrating superior attitude and work ethic ensuring the vision, values and culture of the organization

• Proven & effective people management experience with the ability to mentor a PS Team while managing multiple priorities and deadlines
• Experience engaging with senior stakeholders and act as an interface for projects with both customers and internal stakeholders supporting project lifecycles. 
• Evidence of implementing/managing a program of continual learning
• Experience in software/ ERP / PSA implementation projects end to end of varying size and scope with demonstrated experience and knowledge across all phases of the software implementation lifecycle, project methodologies and best practice (including the cloud delivery model)
• Ability to multitask in a fast-paced environment
• The ability to motivate & influence team members for accountability ensuring excellent deliverables.
• Demonstrate excellent interpersonal, organizational, and analytical skills
• The ability to positively embrace change and new challenges

• Pre-sales activities such as providing scoping and level of effort analysis
• Bachelors’ Degree or equivalent experience
• An in-depth understanding of Salesforce Platform/ Apps

Certinia is an affirmative action and equal opportunity employer. As an equal opportunity employer, Certinia does not discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, marital status, religion, national origin, ancestry, age, disability, military or veteran status, genetic information or any other basis protected by applicable federal, state, or local laws. Certinia also has an accommodation process to reasonably accommodate applicants and employees with disabilities. For more information or if you have a need, contact [email protected]. If applicable under the San Francisco Fair Chance Ordinance or any other applicable federal, state, or local law, Certinia considers qualified applicants with arrest and conviction records for employment.