The Sr. Director of Professional Services will oversee and work closely with members of the Professional Services team to deliver stellar implementation and project management services to clients. This leader will directly lead a team of Project Managers, Partners, and will own the overall P&L responsibility of Fonteva’s implementations. The ideal candidate will have deep technical acumen with Salesforce implementations. You will lead onboarding discussions with customers, priorities with key customer and internal stakeholders.

 

RESPONSIBILITIES:

  • Own the success of implementations, resources allocation, and professional services P&L
  • Directly manage project managers and operations leads
  • Collaborate with client and internal stakeholders to set business goals, identify appropriate resources, track and report on progress and develop schedules for implementations
  • Create KPIs for implementation to ensure project success, reduce implementation times, and on-going client satisfaction
  • Simultaneously manage work streams across multiple active client-facing projects at a time; seamlessly coordinate and mobilize resources from internal cross-functional groups
  • Assess risks, anticipate bottlenecks, provide critical issue management, balance trade-offs, and encourage risk-taking to maximize business value
  • You will have the opportunity to collaborate with clients, sales, product management, and software development teams to deliver technical solutions that solve some of the most complex and challenging returns management and reverse logistics issues for our clients
  • Develop, maintain, and continuously improve client facing implementation templates and project plans Improve and Expand Product Enhancements
  • Resource plan to ensure the ability to support current clients and sales pipeline
  • Provide strategic client delivery and operational leadership in collaboration with the rest of the leadership team
  • Establish a formalized process for client feedback to ensure that delivery meets expectations
  • Set up protocols for executing deliverables that allow the team to respond to clients proactively
  • Select and implement tools to manage implementation processes and P&L and utilization



REQUIREMENTS:

  • Experience with Salesforce implementations
  • Bachelor of Science in Computer Science, Engineering, IT or similar technical discipline
  • Minimum of 10 years of overall experience in development, implementation or delivery
  • Minimum 5 years of supervisory experience in software or SaaS industries
  • Passionate, self-motivated and driven leader with the proven ability to thrive in an entrepreneurial, agile, and rapid growth environment
  • Exceptional communication and presentation skills; strong listening skills; demonstrated ability to ask effective questions with executives and project leads
  • Exemplary critical-thinking skills, attention to detail and ability to perform tasks with a high degree of accuracy
  • Experience professional services tool to manage P&L, utilization and implementation margin
  • Experience working with non-profits and associations is preferred

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