Director of Professional Services

2 months ago

Liverpool, United Kingdom HICX Full time

HICX is a leading worldwide provider of enterprise SaaS solutions for digital supplier management. Learn more about HICX 
 

The Director of Professional Services, is responsible for leading our teams to deliver successful software implementation projects. You will be responsible for leading a portfolio of projects, managing our people, project governance, financials, KPI’s, risks, issues, quality assurance of deliverables and client relationships to ensure on-time, on-budget project delivery. Additionally, the Director of Professional Services is responsible for contributing to ongoing process improvement initiatives. Ability to travel about 25% on average or as needed (some international travel may be required). 

 
The Director of Professional Services, will be a senior lead of our Professional Services team to own all aspects of project delivery. They will demonstrate natural leadership skills, and be expected to oversee and complete multi-phase client deliverables with minimal guidance and oversight.

ESSENTIAL RESPONSIBILITIES AND DUTIES:

  • Lead and manage a team of professionals who provide consulting and implementation services to customers. Our projects are organized into Portfolios, one of which you will be responsible for. 
  • You will report to SVP of Professional Services 
  • You will also be expected to utilize some of your time as billable to customers by providing senior leadership on individual projects 
  • Attend customer project steering committee meetings and act as point of escalation for customers if required 
  • Manage customer relationships and ensure customer satisfaction 
  • Support the development and execution of the strategic vision and direction for the professional services organization by leading specific initiatives to improve our operations and financial performance 
  • Support the pre-sales team in customer acquisition 
  • Understand and scope the pipeline of on-sell opportunities at existing customers within your portfolio 
  • Develop and maintain relationships with key decision makers and influencers at customer and partner organizations 
  • Ensure that the professional services team has the necessary resources, tools, and processes to deliver high-quality services to customers 
  • Set goals and objectives for the professional services team, and provide coaching and development to team members 
  • Keep up to date with industry trends and developments, and stay abreast of new products and services from the company and competitors 
  • Represent the professional services organization to external stakeholders, such as industry analysts and customers 
  • Collaborate with other departments within the company and with external partners to drive cross-functional initiatives and strategies that support the growth and success of the professional services organization. 
  • Support the development and management of the professional services budget, 
  • Develop project scope and estimates for medium to large enterprise businesses, involving all relevant stakeholders and ensure technical feasibility 
  • Oversee the timely delivery of all projects, ensure they remain within the scope and within budget 
  • Develop project plans to track progress and monitor project performance 
  • Manage changes in project scope, schedule and costs 
  • Prepare reports and present to senior management as needed 
  • Maintain relations with the client and all stakeholders 
  • Understand, assess and develop mitigation plans for risks & issues in order to minimize the negative effects on a project 
  • Organize and coordinate internal resources and third parties/vendors for the flawless execution of projects 
  • Champion the HICX implementation methodology, identify and lead improvements. 
  • Evaluate the performance of team members and providing feedback to improve their skills and capabilities 
  • Support development and implementation of policies and procedures for the professional services team, and create and maintain metrics to measure performance 
  • Initially you’ll be expected to lead a project with appropriate training & support to develop a deep understanding of our methodology and product offering 

Requirements

  • 10+ years professional experience leading software implementations (SaaS preferred) 
  • 5+ years domain experience with procurement software such as SIM or P2P (Coupa, Ariba, Oracle, etc.) 
  • 5+ years experience with procurement/supply chain processes and data in ERP (SAP, Oracle, PeopleSoft, etc.) 
  • Significant experience in enterprise transformation and implementation methodologies 
  • Excellent client-facing and internal communication skills 
  • Outstanding organizational skills including attention to detail and multi-tasking skills 
  • Strong practical experience with Microsoft Office 
  • Strong written and verbal communication skills 
  • Additional certification such as PMP or PRINCE II 

Benefits

  • Work from anywhere within UK - we are a fully remote company. We have a London Office for UK-based employees who wants a change of scenery.
  • Private health insurance.
  • Flexible PTO - We offer 25 days of paid holiday per year + England Bank Holidays.
  • Connect and socialize with the team during our company socials and off-site events.
  • We celebrate special occasions with you - like your birthday Additional PTO for all employees during their birthdays.
  • Receive Competitive Pay - Our team makes sure to provide a highly competitive rate based on your skills and location.
  • Work with a diverse, international team.
  • Tons of amazing career opportunities in a fast-growing in-demand industry.

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