The Director of Functional Services is responsible for leading the PS Functional team (Team Leads or Managers), responsible for leading a team of Solution Deployment Managers engaged in onboarding new and existing clients and providing other services supporting the ongoing adoption of our Learning Suite. Our onboarding approach focuses on enabling, supporting, advising, and guiding our clients as they set up and configure their Learning Suite. Our onboarding engagements employ a phased approach - sales handover, kick-off, discovery, configuration, validation, and launch - followed by support from our Customer Success organization owning the long-term relationship with each onboarded client.
Responsibilities:
- Objectives & Key Results - Define, build, and deploy operational framework, metrics, and KPIs to ensure full alignment with the VP of Professional Services and the PS leadership team, enabling them to build data-driven strategies, through insightful reports.
- Staff Utilization - Coordinate with other regional or global PS leaders to maximize the productivity of the team, optimizing processes and workflows while ensuring quality delivery of all services.
- Onboarding activities - Support the enhancement of the onboarding methodology aimed at improving the effectiveness of the Learning Suite inside the client organization and increasing the level of satisfaction and user adoption.
- Services Portfolio - Define new services and review existing services based on the Learning Suite evolution, market and client needs.
- Engage as a leadership representative for PS when needed to support the deal cycle [when needed] Partner with our Services Sales team to best position the PS services to prospect and existing clients.
- Adoption - Define and enhance together with the Customer Success leaders a successful adoption/ transition process to the Customer Success Managers (CSM).
- Project Sponsor - Serve as the Professional Services management point of contact for client executive management during the onboarding and functional services, including communications and escalations as needed.
- Client Satisfaction - Work cross-functionally with leaders to have Services and Customer Experience teams working together to make the client successful in using the Learning Suite long term.
- Services Partners strategy - Support our network of Delivery Service Partners.
- Strategic Initiatives - Drive strategic initiatives based on monthly/ quarterly or yearly priorities
Build and Lead a World-Class Team:
- Collaborate with Human Resources and Talent Acquisition in the recruiting of experienced leaders and employees for each functional role, and attract high-potential individual contributors to the team.
- In partnership with Enablement Lead(s) continue to evolve the onboarding process for new team members, fostering collaboration within teams, across the client lifecycle.
- Encourage continuous learning within the team to ensure expert resources are available to service all aspects of the Learning Suite.
- Continuous coaching, mentoring, and development of current and future Functional Services organization management teams.
Requirements:
- 7+ years of experience in Professional Services to support SaaS businesses
- 3+ years as a leader in Onboarding/Implementation Services
- Ability to manage influence through persuasion, negotiation, and consensus-building
- Passion for revenue and growth with a deep understanding of value drivers in recurring revenue business models
- Strong empathy for others with the ability to push back
- Analytical and process-oriented mindset
- Demonstrated desire for continuous learning and improvement
- An enthusiastic and creative leader with the ability to inspire others
- Excellent communication and presentation skills
- Ability to manage priorities and workflow
- Proven leadership and business acumen skills
- Good judgment with the ability to make timely and sound decisions
- Creative, flexible, and innovative team player
- Relevant Bachelor’s degree; preference for computer science or related degrees / MBA
- Domestic and International travel as needed, up to 30%
Competencies:
- Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.
- Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
- Visionary - Displays passion and optimism; Inspires respect and trust; Mobilizes others to fulfill the vision; Provides vision and inspiration to peers and subordinates.
- Change Management - Develops workable Onboarding plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results
- Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
- Strategic Thinking - Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.
- Anticipates Needs - Proactively identify potential challenges and develop strategies to address them.
- Collaborative - Work harmoniously with colleagues across different departments to achieve common goals. Foster strong working relationships with other departments to facilitate seamless operations.
