Purpose
Intelerad is a leading global provider of enterprise imaging solutions. Our team which includes 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 borders.
We are seeking a Sr. Director, Strategy & Consulting who is responsible for successfully leading a team of professional services consultants to build and develop relationships with third-party service providers, as well as manage metrics for all external staffing. The relationships this role will build with onshore staffing agencies is mission critical to providing “bench strength” for Intelerad’s Professional Services team when large projects demand additional capacity beyond current availability. Additionally, this role will work to manage and oversee success metrics with our staffing agencies to ensure the support our clients are receive are in line with our commitment to our customers. Lastly, the Sr. Director, Strategy and Consulting will oversee strategic initiatives for improvement around automation and efficiency, measuring those programs with productive and tangible cost savings.
The focus and mission of this role 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 strategy and consulting team with strategic client organizations and global partners providing solutions and services for Intelerad and our clients 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 Professional Services cross-functional areas 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 Strategy & Consulting 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 through standardization and automation efficiencies, improved processes and on-demand talent delivery
- Prepare, manage and communicate key information on client health on a regular basis to key stakeholders both internally and externally
- Other duties as required
Travel Requirements
This position requires up to 25% of travel, mainly throughout North America
Requirements
- Bachelor's degree in business administration, computer science, engineering or a related field (or equivalent)
- 10+ years experience in strategic planning, business development, or consulting in a customer facing role
- 5+ years experience in the field of professional consulting services or customer delivery
- Proven track record of developing and implementing successful strategic plans
- Experience in leading teams and managing large-scale projects
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 Experience
Leading team of Professional Services resources, including leadership of vendor relationships with global staffing agencies
All your information will be kept confidential according to EEO guidelines.
All applicants meeting minimum qualifications will be required to complete a 30 minute online assessment as part of your application.
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, 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.
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