Practice Director

Job Overview:
The Practice Director is a key member of the professional services leadership team. In this role, you will be responsible for the strategic leadership and development of a team of professional services resources responsible for scoping, sale and delivery of complex product implementations and/or upgrades. You will be expected to execute on strategic objectives, build executive level relationships with customers, and work cross functionally with sales and services leadership to drive sales opportunities, the implementation process, and delivery execution for maximizing efficiency and long-term customer success.

Essential Responsibilities:
In this role, you will:

• Responsible for scoping and successful project execution of ServiceMax within Practice Director’s region and project portfolio
• Strives to meet or exceed quarterly and annual targets for Practice Director’s region
• Participate in product leadership team forums, contributing to strategy development and achievement and execution of strategic goals and objectives
• Collaborate with sales leadership to build and quote implementation solutions for long term customer success and growth of ServiceMax while maintaining appropriate project margins.
• Build executive level relationships with customers during sales cycle and product implementations to ensure executive level expectations are met throughout the project
• Work closely with professional services leadership to implement and execute consistent implementation methodology and one project governance approach
• Lead internal mechanisms to track, monitor and ensure quality execution of all critical project related activities
• Lead efforts to ensure efficient and optimal staff utilization during all project related activities
• Work closely with sales leaders to facilitate net new deal signings and add on sales
• Meet all revenue and expense targets defined for assigned geography and/or product
• Drive incremental revenue through identification of service and product opportunities during the sales or implementation cycle
• Drive continuous improvement in all areas including, project scooping, installation and upgrade processes, and tighter integration across all work streams
• Facilitate consistency and a coordinated approach to strategy, scope, design, development and implementation of services organizational structure, culture, roles/responsibilities, performance metrics and tools
• Own and drive orders backlog, services revenue and managing other variable costs.
• Ensure the execution of repeatable processes. Building and sustaining an installed based customer strategy in support of the sales and service channels.
• Deliver executive presentations to provide insight and understanding of customer issues and status to senior management and customers
• Provide proactive leadership of direct reports to include ongoing direction, coaching, and career development.
• Act as sponsor and escalation point of contact for assigned portfolio, ensuring customer’s ongoing satisfaction
• Work with appropriate internal and external stakeholders to drive escalations to closure by facilitating internal communication and ensuring internal processes are leveraged.
• Forecast and track revenue generated from assigned customers and work collaboratively with the sales organization.
• Manages operations and metrics for the region

Business Acumen:

• Experience interfacing with both internal team members and external customers as part of a solution based service sales and delviery.
• Change agent and process oriented with the ability to drive improvements in efficiency

Leadership:

• Strong written and verbal communications skills with the ability to communicate complex technical issues in an easy to understand manner.
• Ability to develop and execute multiple priorities and approaches to meet objectives
• Experience working with senior leaders, including accountability for customer satisfaction and/or issue resolution
• Strong track record working in cross-functional teams.
• Demonstrated ability to train/mentor peers
• Prior project or technical leadership experience and exceptional interpersonal skills

Personal Attributes:

• Ability to handle multiple situations at once, requiring strong work ethic, ability to prioritize workload, and a consistent deliver on targets.
• Strong interpersonal and negotiation skills, with a high degree of self-motivation and an ability to influence others