Senior Director of Professional Services
The Senior Director of Professional Services is responsible for leading the professional services team to provide clients an exceptional level of software and services implementation. This position will be responsible for ensuring JMT delivers exceptional client experience on all implementation projects.
beyond specific project engagements including consultative solution design, resource scheduling, project estimation and expense management, overall delivery of the implementation (data migration customer, readiness/training, technical configuration, support handoff), project profitability, and overall client project satisfaction.
This leadership role is responsible for building a highly effective professional services team to serve the evolving needs of our clients, while also enabling the company to meet its growth and market expansion plans in an efficient, scalable manner. This includes staff professional development, performance management (team and staff). Additionally, the Senior Director of Professional Services will collaborate with sales, support, marketing, and the client experience team.
Responsibilities:
Establish and manage key performance indicators (KPIs) for the PS team, including project profitability, client satisfaction, resource utilization
Hire, develop and manage a team of professionals and ensure projects are completed on time, within budget and with the highest consistent quality
Build and maintain a culture of continuous improvement surrounding implementations and providing an exceptional client experience
Maintain key client relationships, serving as the company sponsor for key deployments
Thought leadership and best practice development for successfully deploying JMT’s solutions
Work closely with internal stakeholders to deliver client success and realized value
In consultation with the Director of Service Delivery develop and maintain client implementation project plan and supporting documentation including but not limited to task assignments, training materials, report requirements, process flows, dashboard metrics, etc.
Provide oversight and serve as the final point of escalation for complex client issues, ensuring timely and effective resolution and maintaining customer trust.
Promote the development of strong, cooperative relationships between Professional Services and all JMT departments.
Requirements:
Bachelor’s degree in finance or accounting required with MBA strongly preferred.
Minimum of 5 years of experience with Sage Intacct
Minimum of 12 years of progressive experience in the Professional Services or Management Consulting industry.
At least 7 years of direct leadership experience managing a large Professional Services or Consulting team
A relevant professional certification (e.g., CPA, Six Sigma, or similar) is a plus.
Key Skills, Abilities & Knowledge:
Excellent written and verbal communication, presentation, and facilitation skills.
Exceptional team building and leadership skills.
Proven experience in successfully scaling a Professional Services organization within a high-growth environment.
Self-starter, flexible, and have the ability to work with varying levels of management with high energy and an engaging level of enthusiasm
strong Interpersonal Skills and Attention to Detail.
Ability to multitask, prioritize, and manage time effectively.
High level of integrity and work ethic
Demonstrated resilience and perseverance in overcoming complex challenges
Benefits:
We recognize our team members are JMT’s most important contributors to success. We demonstrate this by having a great working environment, 100% remote work or, a hybrid of both in and out of office. Our benefits package includes:
- Company-subsidized group medical, dental, and vision insurance
- Optional specialized health, AD&D or additional life insurance
- 100% company paid short- & long-term disability & life insurance
- Flexible Spending Account
- Employee Assistance Program
- Generous paid time off
- 401k plan with match, and much more
Salaried, Exempt position
