Managing Director of Professional Services

Miller Heiman Group - Tampa, FL (30+ days ago)3.2

Full-time

Overview

Why Miller Heiman Group:
There is a good chance you already know the Miller Heiman name as one of the most well-known and respected brands in the sales and service training industry. But what you may not know is how we have reinvented ourselves and now we have set out to reinvent the industry.

At Miller Heiman Group, we have a proud legacy—built on a combination of the most experienced people in the business and the most trusted solutions in the market, built on historic brands such as Miller Heiman, Huthwaite, AchieveGlobal, Impact Learning Systems, and solutions like SPIN® Selling Conversations, Strategic Selling®, Professional Selling Skills®, and Conceptual Selling®. But innovation rules business today so we invite you to experience the bold, powerful and innovative NEW Miller Heiman Group. With newly designed solutions, technology that only we can deliver, and the world’s leading research on sales performance, you’ll see innovation in how we think, and how we drive profitable sales with our customers.

What Impact You Will Have:
Reporting to the COO, the Managing Director of Professional Services will have global responsibility for building and running the Professional Services arm of our business. In addition, the Managing Director will lead the services go- to- market planning and execution processes, positioning, and delivery of services in collaboration with the Managing Director, Operations and Delivery. The successful candidate will work closely with global sales leadership to ensure that customers of Miller Heiman Group’s training and technology are accelerating their time to value by providing high quality consulting, product implementation and training services throughout the product life-cycle. The Managing Director of Professional Services will be empowered to grow the business profitably through the utilization of internal and external consultants while working closely with sales leadership. The role requires a strategic, innovative thinker with excellent leadership, communication, and execution skills.

Responsibilities

A Day in the Life:
Ability to be a player /coach as the business is established and scaled
Comfortable playing the role of Solution Architect on key deals in immediate term
Understand existing client engagements and put into place immediate best practices to align with Professional Services vision
Ability to be a player-coach as we stand up this piece of business
Immediately manage key teams supporting the professional services function and ensure consistent application of our methodology while delivering a world class customer experience
Create and scale a QBR process globally for key deals
Lead, own and drive the profitable growth of the Professional Services business, globally.
Create a solution architect team who will align with key sales resources on transformative deals to drive value into client engagements
Design profitable solutions for our existing clients and manage communications among all stakeholders on the current state of our transformative deals
Drive the go-to-market planning and execution processes for a services portfolio to enable customer success.
Develop a scalable engagement model and engage with our existing methodologies to support a rapidly growing client base. This will require growing the internal team and developing key partners in each region or via our existing Channel to consistently deliver a high standard of services on Miller Heiman Group’s behalf.
Manage a planning and financial forecasting process that enables sustainable capacity planning
Accountable for bookings, revenue, margin, customer satisfaction, and utilization targets
Act as executive- level customer escalation contact for services engagements, representing the company and customer needs while supporting and championing his/her staff
Work closely with the Managing Directors of Sales globally and the Managing Director of Operations/Delivery function to ensure alignment on all client work

Qualifications

What You'll Need:
Bachelor’s degree in business, operations, computer science or related field required. MBA highly valued.
10+ years of experience leading a professional services organization within a professional services and/or technology company across the key functions of GTM, portfolio management, deployment, people management, and operations.
Team lead or higher in a strategic consulting firm highly valued
Proven track record of increasing customer satisfaction levels through the planning and implementation of initiatives based on client feedback and sound organizational strategy.
DNA level understanding of technology with a world class focus on client experience.
Experience working with CRM Systems (Salesforce or other) in a best practice environment.
Possess a deep and effective understanding of all aspects of the services lifecycle and its intersection with cross company functions.
Demonstrated success in implementing global partner strategies in collaboration with sales.
Extensive project management experience and understanding of PM principles.
Executive presence, strong negotiation skills with the ability to make trade-off decisions.
Possess strong deductive reasoning and analytical skills and is capable of thinking through problems in a systematic and logical manner; makes logical conclusions and can see consequences and implications.
Experience in hiring, onboarding, developing, and coaching senior team members.
Comfortable in an organization driven by change; nimble, high business IQ, high EQ.
Experience in designing, implementing or adapting processes and systems.
Must be a self-starter with demonstrated ability to take initiative and lead clients and internal teams.
Is achievement oriented, i.e.: measures performance, improves outcomes, sets challenging goals. Determines short and long-term goals and the strategies to achieve them; is proactive in establishing courses of action for self and others to ensure that work is completed efficiently and effectively.

What You Get:
You will have access to some of the richest professional development programs as a part of the TwentyEighty family
We offer a variety of benefits depending on your global region. Programs may include health benefits, life insurance, income protection and retirement savings plans with employer contributions to assist with your health & financial security today and in the years ahead.
TwentyEighty provides health benefits and wellness programs for employees and their families. Depending on your region, you may have access to onsite fitness facilities, a wellness stipend program or company-sponsored wellness events.
Be able to work in a flexible work environment.
We value our employees and want YOU to be successful in your career. Our team will work with you to establish the goals you are trying to achieve in your profession.