Purpose
Intelerad is a leading global provider of enterprise imaging solutions. Our teams, which including personnel in the United States, Canada, India, the United Kingdom and Australia are united in our mission to advance the future of medical imaging with a unified architecture that connects physicians and clinical staff across departments and boarders.
We are seeking a Director, Technical Professional Services who is responsible for successfully leading a team of Technical Professional Services Consultants, serving our clients in Canada and the United States. Their focus and mission is to proactively ensure that our customers achieve the desired results at all stages of their journey with our products, realizing the full value of our software and services.
Responsibilities
Leadership
Lead, organize, direct, and manage the Technical Professional Services organization with responsibility for delivery metrics, customer satisfaction and budget adherence
Implement metrics, tools and processes to track delivery tasks and milestones, communicate with clients, manage knowledge, track performance, forecast resource requirements, and drive productivity and quality
Provide oversight across Technical Professional Services teams for all Intelerad products to ensure productivity, efficiency and quality targets are met
Establish effective collaboration and communication links with all Intelerad departments and create a culture oriented towards customer success across the company
Influence the organization's strategy, products and services, and identify opportunities to create value for our customers based on the feedback received
Team Development
Lead, manage and motivate a geographically dispersed team of full-time employees and on-demand talent; mentor and develop employees; create a results-driven, customer-centric team culture, maintaining a high bar on performance and accountability
Oversee the development and maintenance of comprehensive training and onboarding curriculum alongside Talent Development to onboard new employees and continuously train and up-skill the existing team
Oversee all aspects of resource planning and Professional Services management including staffing, training, capacity planning, and budget forecasting in partnership with the VP of Professional Services
Establish goals for each member of the team, providing both informal feedback and formal evaluations on their performance as necessary
Client Relationship
Act as the highest point of escalation in the Professional Services Technical team
Through proactive and regular communications, build relationships with all levels of customers to gain a deep understanding of clients' unique challenges and solution how we standardize and automate delivery of our products to meet these needs
Initiate and manage the escalation process for serious customer issues, liaise between Professional Services and the customer, recommending process improvements, partnering with other leaders to drive resource utilization, productivity and prioritization of tasks and deliverables with respect to customer needs
Work in partnership with Product and Technology leaders to optimize delivery efficiency and reduce implementation times for clients to optimize revenue targets
Examine opportunities to provide additional value to customers
Prepare, manage and communicate key information on client health on a regular basis to key stakeholders both internally and externally
Employment Prerequisites
Bachelor’s degree in Business Administration, Computer Science or a related field
10+ years experience in customer facing roles
5+ years experience in the field of professional or technical services or customer delivery
Desired Competencies
Proven ability to demonstrate the value of software products and professional services
Ability to build relationships with clients at both the operational and executive levels
Proven experience in team management and ability to demonstrate collaborative leadership
Experience to secure and maintain professional work relationships and interact with clients at all levels (experience with C-Suite executives is an asset)
Exceptional communication, negotiation, and leadership skills
Ability to communicate and build rapport with internal management and other company personnel
Supervisory Responsibilities
Leading team of Professional Services Consultants - Technical
Travel Requirements
This position requires up to 25% of travel, mainly in North America
All applicants meeting minimum qualifications will be required to complete a 30 minute online assessment as part of your application.
This job may require periodic background checks and security clearances
Intelerad is committed to the principles of equal employment. We are committed to complying with all federal, state and local laws providing equal employment opportunities and all other employment laws and regulations. Applicants, employees and former employees are protected from employment discrimination based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age (40 or older), disability and genetic information (including family medical history). Intelerad is dedicated to the fulfillment of this policy regarding all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.
Intelerad is committed to ensuring equal employment opportunity for qualified individuals with disabilities. Intelerad uses the Americans with Disabilities Act (“ADA”)as a standard for global recruiting and hiring purposes. This prohibits discrimination against qualified individuals with disabilities. The ADA defines “disability” as a physical or mental impairment that substantially limits one or more of the major life activities of an individual, a record of such impairment, or being regarded as having such an impairment.
Meet Intelerad’s Leadership Team: https://www.intelerad.com/en/about/leadership-team/
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