Director Professional Services (x/f/m)

Job Description:

Your Mission As Director of Professional Services, you will be responsible for the recruiting, leading and coaching of our implementation team. You will shape the professional and personal development of your employees and make a significant contribution to the conceptual and methodology development of the global Professional Services team. Further, you are a passionate executive bridge builder, acting as senior expert on our large-scale implementation projects. To be successful in the role, you’ll bring a strong track record in leading a team of implementation consultants and engineers that work together with cross-functional teams to deliver a world class implementation service for large scale enterprise customers.

Responsibilities:

Your responsibilities - Empowerment of a cross-functional customer onboarding team by implementing team, coaching, motivating, and personal development structures - Recruit and lead a world-class software implementation team (on- and offshore) - Set the strategic direction of the professional services team - Ensure timely and high-quality deployments of the technology that meet customer requirements, accelerate time to first value and drive measurable business value - Definition of efficient requirements gathering, engineering and management processes that guarantee efficient cross-team collaboration beyond customer success - Work directly with a portfolio of key enterprise customers to ensure successful and efficient onboarding to the solution - Report directly on KPIs, manage escalations that require top-level attention and continuous improvement measures - Direct collaboration with implementation partners and the partner enablement team to ensure successful onboarding of partner-led projects - Define key initiatives with implementation partners and partner enablement team - Consult and support client’s development and testing cycles while managing expectations of the client externally and internally. - Ensure completion of deliverables, managing schedules, meeting milestones, delivering within budget, while ensuring technical success. - Manage, forecast and monitor resource capacity and utilisation, staffing appropriately all customer engagements - Maximize services revenue and ensure high utilisation rates - Collaborate with Product Managers, Data Scientists, and Customer Support - Continuously improve and enhance the implementation methodology to drive efficiency and consistency

Requirements:

Your Profile - 10+ years’ experience in professional experience incl. relevant leadership and management experience, leading Professional Service Practice for SaaS company is preferred - Experience in Management Consulting, strategy consulting or process improvement is a plus - Have strong experience in driving large scale digital transformation / IT transformation / process re-engineering engagements and software implementations - Extensive experience in implementing SaaS solutions on large scale enterprise projects - Thought leadership in emerging technologies, esp. in the area of process automation e.g. with deep learning and RPA technologies - Strong communication and presentation skills - Strong analytical skills, especially in applying technology solutions to core business problems - Experience in customer value management or customer success is a plus - Experience in analysing Finance processes is a plus - Experience with SAP or Oracle is a plus - Experience with ECM systems such as Opentext, xSuite, Kofax or similar is a plus

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