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Director of Professional Services

Director

Lone Wolf Technologies | Professional Services | Cambridge, Ontario

JOB SUMMARY:

The Director of Professional Services is responsible for ensuring high customer satisfaction in all projects, career development of all staff on the team, for the continuous improvement of best practices and the profitable management of the team.

 

Responsibilities:

  • Partners with COO to define clear team goals and financial & operating objectives
  • Leads professional services team business improvement initiatives through the definition of service offerings, best practices, methodologies, and other intellectual capital
  • Ensures that all projects meet client requirements and deliver high customer satisfaction & reference ability
  • Meets revenue and profit budgets and maintains an accurate forecast with a maximum +/- 10% period- end variance
  • Recruits, manages & coaches a diverse team of talented managers and individual contributors
  • Teams with other parts of the organization including: customer success, finance, sales, support, product and development to establish cross functional processes that maximize customer satisfaction
  • Serves as escalation point for all matters related to professional services

 

 

Skills & Requirements

Qualifications:

 

  • Degree in business or related field
  • 10+ years of experience delivering consulting projects and preferably involvement in selling services
  • 5+ years of experience managing a team of consultants, project managers and technical resources
  • Strategic thinker with good business acumen
  • Strong written and verbal communications skills and experience in facilitation
  • Great interpersonal skills, works effectively with clients and subordinates
  • Excellent client management instincts and abilities
  • Must be an effective problem solver & troubleshooter
  • Experience managing and growing a services organization in high growth environment
  • Experience developing methodologies that differentiate an organization from the competition
  • Must have operational experience to include setting up SOW’s, rules of engagement, contracts, and other infrastructure to the professional services team
  • Must have experience developing new business and nurturing existing client relationships
  • Ability and willingness to travel up to 20% of the time and occasionally work flexible hours to accommodate the time zones related to clients

Personal attributes:

  • Must be able to lead, motivate & inspire a diverse group of employees
  • Must be honest and trustworthy
  • Be an exceptional communicator
  • Be respectful, flexible & professional
  • Possess cultural awareness and sensitivity
  • Outgoing, personable, responsible, self-motivated and confident
  • Be able to stay calm under intense pressure