Director, Professional Services

Professional Services Boston, Massachusetts New York, New York


Description

As Director, Professional Services, you will oversee the delivery of services to Mavenlink’s clients and partners. The Director, Professional Services drives the delivery team to adhere to internal processes designed to ensure a consistent, high-quality client experience. The Director monitors employees and evaluates client feedback and ultimately makes recommendations related to process improvements and employee development.

The goal of maintaining a uniform set of processes is to ensure each client experiences a consistent and remarkable client journey. To accomplish this goal, the Director has general oversight of employees involved in the delivery process, including those who are not their own direct reports. The Director is responsible for the escalating team or employee-specific performance issues to the appropriate individuals. Ultimately, the Director holds all departments and employees accountable for carrying out the required processes and tasks.

Location

Open to remote/virtual candidates based anywhere on the East coast.

Key Responsibilities

  • Accountable for the successful completion of delivery team activities
  • Performs and evaluates internal quality assurance reviews related to service delivery, client management, and employee-specific performance
  • Initiates collects and evaluates client satisfaction and feedback related to the delivery team
  • Ensures clients receive the intended value and benefits of services delivered
  • Ensures delivery approach supports Mavenlink’s financial strategies and targets
  • Understands Mavenlink’s technology, product offerings and industries served
  • Understands client use cases and objectives ensuring alignment with the Mavenlink solution to drive desired business results
  • Builds trust with client executives and maintains client relationships
  • Identifies, assesses and solves complex business problems
  • Handles challenging client situations and provides guidance and direction to the delivery team
  • Actively participates in the ongoing improvement of the Mavenlink product suite and the services implementation methodology to build and share repeatable processes and high-quality deliverables to increase efficiencies and reduce costs
  • Provides cross-functional support (e.g., Marketing, Sales, Product Development, other Client Services teams) to ensure appropriate and timely actions are taken to address both internal and client-specific needs
  • May eventually manage up to 5 resources globally
  • Fosters and promotes innovative thinking and collaboration across teams
  • Mentors team members, helping them to develop skills and capabilities in support of their professional growth
  • Supports estimation and sales process of Professional Services as needed
  • Leads and contributes to Professional Services initiatives as needed
Qualifications

  • 10+ years of consulting experience with a background in Project Management and Solutions Delivery in a SaaS-based environment
  • 3+ years of manager responsibility in a SaaS-based Professional Services Organization
  • Ability to quickly integrate into Mavenlink organization and demonstrate a true passion for working with clients
  • Ability to maintain a client focus and react quickly to problems while working in a fast-paced and dynamic startup environment
  • Ability to manage expectations and requirements of internal and external stakeholders while performing day to day activities via local and virtual channels
  • Demonstrated experience managing the expectations of high profile clients while building a reputation of trust
  • Ability to interact and perform in a cross-functional team environment while remaining sensitive to the varying cultures of both internal and external organizations
  • Ability to effectively cope with change and maintain high levels of performance while mitigating risk and addressing areas of uncertainty
  • Proven analytical and problem-solving abilities with strong attention to detail
  • Excellent written and oral communication and interpersonal skills
  • Ability to present ideas in a manner appropriate for the intended audience (technical and/or business) both in-person and over virtual communication
  • Ability to develop and provide services industry domain expertise as it relates to Mavenlink’s world-class software solution
  • Experience with software implementations, understanding of SDLC and the ability to execute to project plans and produce client facing deliverables
  • Experience in the areas of financial reporting, business intelligence and key performance metrics
  • Previous services industry experience and/or experience working with a Professional Services Automation (PSA) solution is a plus
  • Ability to travel up to 25%