About the company:
It's a successful Canadian company that provides businesses with the best CRM decisions for different kinds of businesses. The company has completed more than 300 successful customer relationship management (CRM) implementations for recognized systems.
Role Overview:
The company is currently seeking a Director of Professional Services in Montreal, Quebec who is an exceptional leader with a proven ability for providing leadership, direction and mentorship to the team. The Director of Professional Services will be responsible for leading and directing all implementation efforts from project conception to completion extending to support. You will manage all aspects of client on-boarding, Sales hand-off to delivery, consulting practice, technology practice including configuration, development and integration.
Skill Requirements:
- 10+ years in Professional Services roles with demonstrated growth and increasing responsibility.
- 7+ years leading Professional Services practice/book of business in a fast-paced environment with proven success tracking P&L.
- Comfortable leading pre/post sales discussions with all levels of customer resources, technical to executive.
- Understanding of financial metrics associated with Services Delivery (Utilization, Margin, Delivery Efficiency, etc.).
- Demonstrated ability to manage multiple projects at once, with good time management skills.
- Polished presentation, verbal, written and client communication skills.
- Prior experience writing SOW’s and leading implementations.
- Comfortable with JIRA, Tempo and CRMs (Creatio and Microsoft).
- Highly efficient and ability to multitask.
- Attention to detail and takes pride in quality of work delivered.
- Able to perform in a metrics-driven, process-based organization.
- Extensive experience with managing people, including mentoring and leadership skills.
- Exceptional client facing skills.
Must - have:
- Experience of scaling up teams.
- Managing people of diverse backgrounds.
- Clarity in communication and goals.
- Expertise in standardization of processes.
- Experience in consulting.
- Experience in escalation handling and management.
- Project management expertise and agile delivery.
- Clarity of different delivery models (T&M, Fixed Bid, Capped T&M).
- Ability to travel to the USA.
Should have:
- CRM knowledge (Microsoft, Creatio, etc.).
- Technical knowledge (APIs, ETLs, middleware, C#, JS, etc.).
- Experience in FINSERVE industry.
- Strong consulting.
Key Responsibilities:
- Manage the Professional Services practice to an agreed set of metrics, and help set the vision for its evolution.
- Own the overall portfolio of project delivery and software implementations.
- Establish Weekly, Monthly, Quarterly and Annual Revenue Forecast working with the Exec team, and then take ownership of delivering on the goals.
- Own and manage project staffing and resourcing.
- Ensure Utilization goals are met for each Professional Services resource.
- Ensure our implementation methodology aligns with the projects and scope of work to be delivered.
- Be an escalation point for customers and work closely with the implementation teams on technical matters as needed.
- Assist the sales team with the identification, scoping, planning, and expectation setting of opportunities within both existing and new customers.
- Provide guidance, feedback, coaching and mentorship to the team.
- Communicate priorities, challenges and results to the team as well as executive leadership.
- Collaborate with the product team to build technology to drive automation and product enhancements.