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Director, Professional Services

Company: TouchNet Information Systems, Inc.
Location: Dallas
Posted on: May 28, 2023

Job Description:

The Director will have experience in delivering complex SaaS solutions for Enterprise clients, including a strong track record of success in creating and improving project methodologies across project complexities and client sizes. The Director will also be adept at navigating client requests and conversations to avoid scope expansion while simultaneously creating and driving positive sentiment to continually improve Project CSAT. The Director will be responsible for managing, implementing and refining the onboarding process to meet client needs and ensure a professional, timely, accurate and quality onboarding experience. The Director will work across all functions of the organization to develop goals and use process-driven approaches to drive and achieve results. What you'll do here: (Job functions) - Monitor, measure, and improve Services team performance relative to key metrics including, but not limited to: Project CSAT, on-time delivery, on-quality delivery, and project throughput/team productivity goals. - Measure, report, and own delivery results; continuously improve. - Update and enhance project methodologies across different project types; partner internally to automate project steps where feasible/advisable. - Improve quality processes and metrics to ensure outstanding delivery across all project types; oversee all project delivery quality for the Services team. - Partner tightly internally with key stakeholders including Operations, Services, Product, Sales and Finance to deliver project success for our clients. - Attend product related trainings/meetings to identify the impact of new features and enhancements on the implementation processes - Provide thought leadership internally regarding opportunities to improve on our client execution/experience; execute on said opportunities, as needs and opportunities dictate. - Demonstrate an expert knowledge level of Zego products/systems and partner integrations - Maintain knowledge of system functionality and ongoing enhancements; and their effects on both internal and external workflows - Maintain a culture of accountability, teamwork, and quality. - Lead the Services team to achieve customer success outcomes and goals - Ensure compliance with Zego specifications and applicable regulatory bodies - Create and implement internal training documentation as needed - Effectively and efficiently manage the assignment of Utility Projects - Communicate with clients to ensure all project tasks are completed in a timely manner to achieve project completion goals/timelines - Attend product related trainings/meetings to identify the impact of new features and enhancements on the implementation processes - Take on additional leadership responsibilities including running internal projects and assisting with client escalations. About you: (Qualifications) - 7+ years of proven Enterprise SaaS project management or similar experience - Prior experience at a software/tech company - Bachelor's degree - Proven experience managing people in a fast paced and challenging environment - Excellent organizational, time management, analytical, and problem-solving skills - Proactive, methodical, quality-minded, detail-oriented, and highly-productive while requiring minimal supervision - Possesses strong technical aptitude - Ability to successfully lead a team while also balancing your own projects - Familiarity with CRM, support & ticketing software systems and practices - Proficiency with Google Suite Products - Excellent communication - verbal, written, interpersonal with strong active listening skills - Ability to exercise independent judgment and demonstrated effective problem solving skills - Detail-oriented and dependable, with a positive and inquisitive attitude - Ability to multi-task, prioritize, and collaborate with multiple departments and stakeholders - Exhibit a high degree of self-motivation and drive - Experience providing outstanding quality success to business clients - Excellent leadership skills with the ability to take initiative on internal projects Physical Demands: - Talking/Hearing Over Phone & In Person 90% - Sitting 90% - Frequent Alpha/Numeric Keyboarding 90% - Ability to View Computer Monitor 90% - Take Notes in Written Form 20% - Travel 30%

Keywords: TouchNet Information Systems, Inc., Dallas , Director, Professional Services, Executive , Dallas, Texas

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