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Sr Dir of Global Professional Services

Director

Telarix | Operations | Vienna, VA

Telarix is the market leader in telecom interconnect business optimization. We empower over 4,000 communications companies across the globe through our software and services, improving how they manage their international business and the way the world communicates. Telarix is truly a global business, we manage executive relationships and technology operations with all the most relevant carriers in every geography - Americas, Europe, Middle East, Africa and Asia.

 

From pricing, billing, and settlement, to contract management, traffic routing, business intelligence, fraud detection and more, we provide carriers an unprecedented level of visibility and control over their entire interconnect voice, video, data and SMS business.  

Our Professional Services Senior Director is an experienced manager with a successful track record of leading professional services teams in the Telecom and Service Provider industry, scaling the business and managing all aspects of services operations in a globally distributed organization.  This leader is responsible for building out our best-in-class professional services team, including field support implementation resources, project managers and emergent consulting capability. The ideal candidate will have a history of successfully leading diverse professional services teams, implementing strategies and methodologies focused on high quality deployments of a complex software solutions, expertly balancing demand versus capacity, with strong experience in managing a services P&L and emphasis on maintaining high levels of customer retention and satisfaction. This team includes global resources comprised of Implementation Specialists, Business Analysts, Project Managers and Consultants. The job reports to the company COO and is based on Vienna (VA)

Job Responsibilities

  • Lead the Professional Services organization to deliver projects that meet or exceed customer satisfaction company standards while meeting business financial objectives and targets
  • Manage a professional services P&L meeting objectives and key results, including utilization, bookings, revenue, margins
  • Develop people and the overall organization capabilities to manage and scale a globally distributed professional service team, including processes, tools and discipline to manage resources, projects, and customer communications
  • Manage our services offers, leveraging existing knowledge base and developing new services and capabilities to monetize the company’s intellectual capital and resources
  • Ensure that staffing levels are adequate to meet resource demand (for both new sales and backlog) while maintaining appropriate levels of team utilization
  • Lead and manage all aspects of the service engagements with the customers, including solution definition and architecture, scope of work and all aspects of service delivery, including contract definition and negotiation
  • Manage customer escalations, contract issues and all aspects of the delivery of complex projects with global customers
  • Establish operating practices to address scalability, working closely to develop hand-offs and interfaces with internal teams (sales, products, support) and customers across the life cycle of the engagement
  • Drive continuous improvement programs and processes to meet customer satisfaction, develop new services opportunities, while shortening the customer activation time and the margins of the services business
  • Development of the growth strategy for the Professional Services team in conjunction with the Chief Operating Officer and other members of the management team.
  • Lead efforts to develop a high quality and scalable ecosystem of Partners to supplement our global capacity

Competencies:

  • Proven current leadership experience in building and developing global professional services organizations dedicated to the telecom industry and solutions
  • A track record of leading from the front and ability to demonstrate how to organize for success, across all aspects of with customers
  • Deep expertise in project management and processes in support of mission critical projects, including tools for project management, resource management and knowledge management
  • A hands-on approach when it comes to customers engagement, contract and project management
  • Ability to make tough decisions, to change and adapt quickly, while remaining focused on customers
  • Experience building and organizing teams for maximum efficiency and effectiveness
  • Recognized as valued and trusted advisor in relationships with clients, colleagues, vendors and other industry professionals
  • Financial management and planning, developing ability to deliver predictable financial results including growing and scaling the business

Requirements:

  • Minimum ten years’ relevant experience in leading a professional services organization with focus on telecom and carrier business is a must
  • Proven success in progressive leadership roles in a distributed and international environment, holding headquarter role in multi-region or multi-counties organization
  • Experience in managing a professional services business P&L
  • Change management, capable of leading organizational changes including mergers and acquisitions
  • Strong technical skills/aptitude
  • Excellent written and verbal communication skills
  • International travel required