Director of IT Professional Services (Réf : 1-14 A)

Job title: Director of IT Professional Services (Réf : 1-14 A)

Job description: Company Description

1perTInent is thrilled to be working with this great SME to help them recruit their next players! ⚡

In business for over 10 years already, they develop a SAAS logistics and delivery product using AI, advanced algorithms and other recent technologies to push the boundaries of operations optimization for carriers, dispatchers and couriers. Their solution, used by tens of thousands of users mainly in the US, is based on Azure services and is made up of several modules, including an Angular SPA app, a backend in .NET Core, and mobile apps in Xamarin.

They are now looking for curious, team-oriented people who are motivated by solving complex problems.

What’s in it for you ✨

• 37.5h per week, flexible, no overtime!
• 100% remote
• 4+ weeks vacation
• Benefits and group insurance
• An environment that encourages learning and professional development

Job Description

As a hands-on leader, the Director of Professional Services will oversee and assist with implementation by leading the Customer Success and Customer Support teams. The DPS ensures that each segment of the client’s journey leads them to success and satisfaction running their business on our software. The Director shall both oversee and execute the tasks within his/her Responsibility Pillars and make staff recruitment recommendations as needed.

The challenges awaiting you

• Project Management:

New Implementations, Owner of the implementation methodology and tracking tool(s), Lead, mentor, and coach implementation consultant(s), Ensure weekly project progress and status communications are sent to project stakeholders, Ensure customers understand their implementation journey and timeline, Prevent, identify, quantify, and communicate risks internally and externally, Work with customers to identify and document success criteria that will be tracked over the duration of their onboarding, Develop/monitor overall implementation schedule (including all functional, customization and integration/technical projects) to meet client objectives, Ensure projects and teams stay within utilization and budget targets, Document onboarding project activities to ensure alignment and continuity across the Customer Success departments * Integrations:

Facilitate the development of functional/technical specifications to meet clients’ functional, enhancement, and integration requirements during implementation, Coordinate with software developers to realize, test, and deploy clients’ enhancements, Communicate with clients’ integration product owners (IT staff, external clients, 3rd party developers or others) to gather and document integration requirements, Provide 2nd and 3rd level technical support for resolution of problems related to production use of integrations, Propose new integrations or enhancements to existing integrations to help clients reduce manual tasks or gain value from our products and services * Budget Management:

Maintain a careful eye on each client’s implementation budget, Regularly advise clients of their budget utilisation and proactively alert stakeholders before budget overruns happen, Ensure that all billable professional services are appropriately charged to the right projects each month, Proactively seek change orders, statements of work, or budget increases from clients while ensuring clients’ acknowledgement and willingness to receive value-added services * Service Level Management:

Review open help desk tickets to ensure compliance with service levels, Separate questions or training needs from product defects, Collaborate with helpdesk personnel to manage their workloads, Provide helpdesk overflow assistance in the event of peak needs, Recommend and implement changes to enhance our customers’ support experience while continuously improving internal processes and controls * People Management:

Perform weekly, monthly, annual staff (support and professional services) performance and utilization reviews, Set and review role and growth objectives, Ensure workplace satisfaction from personnel, Perform annual reviews for subordinates, Ensure recruitment and retention efforts and activities align with staffing needs, Hire, fire, onboard, and mentor your team as needed. * Maximize Professional Services Revenue:

Offer clients value-added professional services (custom reports, data extracts, integration assistance, product enhancements, banks of hours), Billable enhancements (SOW), Ensure timely billing of professional service fees by reviewing and approving timesheets.

Qualifications

Your profile⚙️

• Experience in an IT Project Manager role or in IT service implementation and delivery
• Experience working with clients in a B2B setting
• Working knowledge of project management principles
• Great understanding of consulting processes and software implementation
• Solid knowledge in the areas of application programming and system design
• A natural inclination to resolve customer problems and help them be highly successful
• Experience working with support, QA, and product teams to resolve customer issues
• General knowledge of programming languages and specific experience with REST Webservices
• Fluent in English (both written and spoken)

Additional Information

Le talent se présente sous plusieurs formes! Le poste t’intéresse, mais tu ne possèdes pas tous les requis listés plus haut? Bien sûr que tu peux postuler quand même !

Click Here to Apply

Source: