Job Description

Director, Professional Services

Location: Chicago, IL (Telecommuting from any location in the U.S. is an option for this position)

Duties: Daily operations oversight; Delivery team management; Commercial ownership of delivery and project lifecycle; efficiency and process improvement; Initiate process and improvements as the pivotal link between Sales/Customer Success, Support and Product teams; Manage the transition from Sales to Implementation, oversee the implementation process and facilitate subsequent handover to Support; Provide inputs and suggestions on Product features and roadmap development; Lead and prioritize client informed enhancements/ product features; Subject Matter Expert on implementation training, client training and product adoption; Strategic Decision Making: operation activities, issues, and processes to maximize outputs and minimize costs; Partner with senior managers in the development and execution of performance goals and long-term operational plans/goals; Manage financial information and adjust operational budgets to promote profitability; Involvement in all client-facing key meetings and serve as an escalation point for all implementations globally; Collaborate with partners to enable their success and independence in delivering implementation projects; Manage, monitor and evaluate existing third-party implementation relationships to identify opportunities for growth and skill enhancement; Formulate and enforce policies across departments and with external partners; and Lead client panels to help understand industry trends and needs and communicate implementation strategies. 20% project travel expected within domestic U.S.

Requirements: Bachelor’s degree in Business Administration, Management Information Systems or closely related degree plus 5 years of experience in the job offered, Director of Project Operations, or closely related position. Experience which may have been obtained concurrently, must include 5 years of experience with records management software implementation, working with partners and third-party implementation firms including legal, corporate, and federal industries; and managing project teams. $124,072/year.