Director of Professional Services

Chicago, IL

Posted: 01/08/2020 Category: Other Job Number: 12688

Job Description


The Director of Professional Services (DPS) is responsible for preparing and executing an annual strategic plan to achieve both divisional and organization goals including utilization targets, expanded revenue growth, and client satisfaction levels.

The DPS will also take a key role in managing implementation execution, ongoing support, revenue growth, and product support respective to each division’ s needs and goals.

To ensure that policies and procedures are implemented and periodically re-evaluated, DPS is responsible for contact with Service Operations, Product, Marketing, and Sales concerning (1) divisional group initiatives and the returns on those investments, and (2) success and/or shortcomings and the need for modifying the divisional group strategic plan.

The DPS is responsible for team lead management, development, and coaching. This includes providing actionable feedback and identifying areas of strength and opportunity throughout the year. Depending on the tenure and skillset of the team lead, more active mentorship throughout the year will be needed.

The DPS works with others to determine and implement a coherent service team staffing strategy and growth plan. Throughout the year, the DPS provides constant support for team leads in the form of talent evaluation to identify gaps that may require adjustment. Balancing teams as much as possible so that experience levels and skillsets are well distributed is also a key responsibility.

The DPS works closely with the President of the Division to ensure Service teams areas supporting other functional areas on key initiatives. This can include things like supporting Development team with QA and subject matter expertise on new and improved functionality and supporting Sales team with statement of work creation and reviews and onsite sales meetings.

As the final review and approval of renewal and expanded pricing and statements of work, the DPS will work closely with Team Leads and Senior Client Executives to ensure many client specific topics are handled appropriately and to the highest  standards possible. For escalations of issues, the DPS is often involved in direct conversations with client contacts and provides support to the Service Team assigned to the account. DPS also acts as key resource and participates in strategic client conversations like Stewardships.

 

 

Key Responsibilities:

 

Productivity/Utilization –

DPS is responsible for measuring, monitoring, and planning for optimized practice utilization.
  • The DPS works directly with the Divisional President, Service Team Leads, Service Operations, Sales Executives, Operations, Marketing, Development, and Origami Executive Management to implement and monitor the necessary strategies and tactics required to achieve targeted utilization goals throughout the year.
  • On a regular ongoing basis, DPS reviews the utilization of each team in their respective practice group. The DPS works with service team leads to meet target performance levels, distribute work among teams, and correct any imbalances as needed.
  • The DPS works with Finance to prepare monthly status updates, and reviews them with the Divisional President to accurately relay the current and future state of the practice utilization.

Expanded Revenue -

DPS is responsible for measuring, monitoring, and planning for optimized expanded revenue growth.
  • The DPS works directly with the Divisional President to ensure the appropriate focus, strategies, and quality assurance are in place to identify, qualify, and close revenue growth opportunities within our existing client base. This includes the very important renewal pricing and negotiation process.

Client Satisfaction -

DPS is responsible for ensuring that professional services operate in an efficient and effective manner while maintaining a focus on client success and satisfaction.
  • The DPS works directly with the Divisional President, Service Team Leads, Product, Development, Sales, and the Executive Management Team to ensure the appropriate strategies and quality assurance are in place to ensure the highest level of success and satisfaction while partnering with Origami.

Administrative Workflow Support -

The Director of Professional Services manage the day to day professional service workflow and business processes.

Key items include:
  • Escalation Management (Internal and External)
  • New Initiative Rollout and Management
  • Client Stewardship Strategy and Execution
  • Expanded Revenue Management
    • Contract True Ups
    • Client Product Webinars
    • Contract Renewals
    • Client Stewardships
  • Renewal Reviews and Negotiations
  • Strategic partnership with Sales and Marketing
  • Partnering with Finance to monitor billing and collection practices

DPS will be responsible for the go to market and market support for strategic initiatives.

Key Items Include:
  • Executing go to market strategy for ISO lines and remainder of NCCI WC
  • Driving product/IT Ops/Development/QA changes needed
  • Build out configuration, QA process and resourcing
  • Coordinate resourcing and training with external SI partners.
  • Drive change to standard deployable product lines.
  • Assist the Executive Director of Core Professional Services with colleague onboarding, training, professional development, and resource planning

Qualifications:

 
  • At least 10 years in management level role with increasing responsibilities managing teams
  • A strong sense of accountability, a practical ability to get things done
  • A fair and thoughtful approach to management, combined with the flexibility and courage to shift direction and experiment with new initiatives.
  • Success developing partnerships, building high-performing teams and conflict management
  • Excellent written and verbal skills
  • Effective in a dynamic and fast-paced environment
  • Exceptionally strong written and verbal communication skills
  • Ability to manage difficult customer or employee situations
  • Ability to identify and resolve problems in a timely and efficient manner
  • Ability to work with diverse teams and provide solutions to improve the organization
  • Bachelor’ s Degree from an accredited university/college

The Director of Professional Services (DPS) is responsible for preparing and executing an annual strategic plan to achieve both divisional and organization goals including utilization targets, expanded revenue growth, and client satisfaction levels.

The DPS will also take a key role in managing implementation execution, ongoing support, revenue growth, and product support respective to each division’ s needs and goals.

To ensure that policies and procedures are implemented and periodically re-evaluated, DPS is responsible for contact with Service Operations, Product, Marketing, and Sales concerning (1) divisional group initiatives and the returns on those investments, and (2) success and/or shortcomings and the need for modifying the divisional group strategic plan.

The DPS is responsible for team lead management, development, and coaching. This includes providing actionable feedback and identifying areas of strength and opportunity throughout the year. Depending on the tenure and skillset of the team lead, more active mentorship throughout the year will be needed.

The DPS works with others to determine and implement a coherent service team staffing strategy and growth plan. Throughout the year, the DPS provides constant support for team leads in the form of talent evaluation to identify gaps that may require adjustment. Balancing teams as much as possible so that experience levels and skillsets are well distributed is also a key responsibility.

The DPS works closely with the President of the Division to ensure Service teams areas supporting other functional areas on key initiatives. This can include things like supporting Development team with QA and subject matter expertise on new and improved functionality and supporting Sales team with statement of work creation and reviews and onsite sales meetings.

As the final review and approval of renewal and expanded pricing and statements of work, the DPS will work closely with Team Leads and Senior Client Executives to ensure many client specific topics are handled appropriately and to the highest Origami standards possible. For escalations of issues, the DPS is often involved in direct conversations with client contacts and provides support to the Service Team assigned to the account. DPS also acts as key resource and participates in strategic client conversations like Stewardships.

 

 

Key Responsibilities:

 

Productivity/Utilization –

DPS is responsible for measuring, monitoring, and planning for optimized practice utilization.
  • The DPS works directly with the Divisional President, Service Team Leads, Service Operations, Sales Executives, Operations, Marketing, Development, and Origami Executive Management to implement and monitor the necessary strategies and tactics required to achieve targeted utilization goals throughout the year.
  • On a regular ongoing basis, DPS reviews the utilization of each team in their respective practice group. The DPS works with service team leads to meet target performance levels, distribute work among teams, and correct any imbalances as needed.
  • The DPS works with Finance to prepare monthly status updates, and reviews them with the Divisional President to accurately relay the current and future state of the practice utilization.

Expanded Revenue -

DPS is responsible for measuring, monitoring, and planning for optimized expanded revenue growth.
  • The DPS works directly with the Divisional President to ensure the appropriate focus, strategies, and quality assurance are in place to identify, qualify, and close revenue growth opportunities within our existing client base. This includes the very important renewal pricing and negotiation process.

Client Satisfaction -

DPS is responsible for ensuring that professional services operate in an efficient and effective manner while maintaining a focus on client success and satisfaction.
  • The DPS works directly with the Divisional President, Service Team Leads, Product, Development, Sales, and the Executive Management Team to ensure the appropriate strategies and quality assurance are in place to ensure the highest level of success and satisfaction while partnering with Origami.

Administrative Workflow Support -

The Director of Professional Services manage the day to day professional service workflow and business processes.

Key items include:
  • Escalation Management (Internal and External)
  • New Initiative Rollout and Management
  • Client Stewardship Strategy and Execution
  • Expanded Revenue Management
    • Contract True Ups
    • Client Product Webinars
    • Contract Renewals
    • Client Stewardships
  • Renewal Reviews and Negotiations
  • Strategic partnership with Sales and Marketing
  • Partnering with Finance to monitor billing and collection practices

DPS will be responsible for the go to market and market support for strategic initiatives.

Key Items Include:
  • Executing go to market strategy for ISO lines and remainder of NCCI WC
  • Driving product/IT Ops/Development/QA changes needed
  • Build out configuration, QA process and resourcing
  • Coordinate resourcing and training with external SI partners.
  • Drive change to standard deployable product lines.
  • Assist the Executive Director of Core Professional Services with colleague onboarding, training, professional development, and resource planning

Qualifications:

 
  • At least 10 years in management level role with increasing responsibilities managing teams
  • A strong sense of accountability, a practical ability to get things done
  • A fair and thoughtful approach to management, combined with the flexibility and courage to shift direction and experiment with new initiatives.
  • Success developing partnerships, building high-performing teams and conflict management
  • Excellent written and verbal skills
  • Effective in a dynamic and fast-paced environment
  • Exceptionally strong written and verbal communication skills
  • Ability to manage difficult customer or employee situations
  • Ability to identify and resolve problems in a timely and efficient manner
  • Ability to work with diverse teams and provide solutions to improve the organization
  • Bachelor’ s Degree from an accredited university/college

Meet Your Recruiter

Kelly Hallgren

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