Job details

Director, Professional Services

WHO WE ARE

Certinia (formerly FinancialForce) delivers a Services-as-a-Business platform that powers and connects all aspects of services operations, from services estimation and delivery to customer success management and financial planning and accounting. The company's Professional Services Automation (PSA), Customer Success, and ERP solutions delivered on Salesforce's leading cloud platform provide the ability to run a connected services business, deliver with intelligence, and achieve business agility. Headquartered in San Jose, California with offices around the world, Certinia is backed by Haveli Investments, General Atlantic and Salesforce Ventures. For more information, visit www.certinia.com.

THE ROLE

Certinia has an exciting career opportunity for an experienced Professional Services Practice Director with seasoned Project Management and Services Selling experience to take the lead in our growing consulting delivery practice.

This is a Senior role within the AMER professional services team, reporting and providing back-up to the Senior Director, Professional Services. As Director, Professional Services you will leverage your knowledge of enterprise software project management and delivery, cloud technologies and hands-on people management skills to lead a team of Implementation Consultants as they help our customers achieve their business outcomes and reduce time to value.

You will work collaboratively with our Sales, Customer Success, Customer Experience/ Support and Product teams to maximize customer satisfaction, achieve success with strategic initiatives and build a team that will fuel the future success of the company. Certinia is the leader in Professional Services software for Professional Services organizations; its own Professional Services organization leads the way for the company as customer zero.

This role will also liaise extensively with both our implementation partners to oversee their successful implementations and train them to expand our scale across AMER.

YOU WILL DO IN THIS ROLE

Day-to-day management of a team of AMER Functional Implementation Consultants and Architects. You will have “team leads” within your organization who will help you, and you will provide oversight to them and the individual Consultants.
Ensure that the Functional Consulting team are subject matter experts in all aspects of the Certinia products through a program of continual education and training. This program should support the on-boarding and certification of new consultants to the team whilst also ensuring that the team are aware of and trained in all new product release in advance
Establish critical relationships with major customers in the AMER region to ensure they are meeting their business objectives and outcomes with FF technology and guiding them to success while collecting invaluable customer intelligence for FF.
Join the Sales pursuit teams to help sell the value of Certinia Professional Services to key prospects during the Sales cycle. Present Project Management and Implementation Methodology to prospective customers.
Act as “Project Owner” on implementations and Expert Services projects with critical customers providing governance and oversight to ensure a successful outcome.
Implement and manage systems and processes for improved consulting performance (e.g. lessons learned, hot reviews, escalation management, sales/support handovers, implementation methodologies and budget management)
Support Account Executives and PS Engagement Managers in the estimating of effort and production of Statements of Work to existing customers
Understand the experience, capability and strategic direction of our Certinia Partners in order to identify/deliver support to them in up-skilling their teams to deliver successful projects
Establish a strong network/working relationship with Partners/Subcontractors to provide a flexible supply of resource to meet fluctuating demands for Certinia consulting services on Certinia primed projects
Contribute to the ongoing development and refinement of the Certinia implementation methodologies (Accelerate/SmartStart), implementation tools and practices and new service offerings
Forecast recruiting needs, interview candidates, onboard, train and develop new team members
Ensure attainment of revenue, margin, utilization, billing and Customer Satisfaction Survey targets whilst minimizing Free of Charge work
Manage resource planning and staffing for customer engagements
Develop, implement and support strategic company objectives
Take a lead in the management and resolution of customer/project escalations
Participate in cross-functional teams around product design, marketing events, etc.
Create a positive work environment and culture by demonstrating superior attitude and work ethic ensuring the vision, values and culture of the organization

WHAT YOU NEED TO BE SUCCESSFUL IN THIS ROLE

Proven & effective people management experience with the ability to mentor a PS Team while managing multiple priorities and deadlines
Experience engaging with senior stakeholders and act as an interface for projects with both customers and internal stakeholders supporting project lifecycles.
Evidence of implementing/managing a program of continual learning
Experience in software/ ERP / PSA implementation projects end to end of varying size and scope with demonstrated experience and knowledge across all phases of the software implementation lifecycle, project methodologies and best practice (including the cloud delivery model)
Proven track record of vendor side Professional Services experience with one or more of the following or similar technologies: Certinia.com, NetSuite, Oracle, PeopleSoft, Salesforce, SAP, Lawson, JD Edwards, Microsoft Dynamics or Workday
Prior experience in Professional Services Automation, Accounting, and/or Supply Chain business processes
Ability to multitask in a fast-paced environment
The ability to motivate & influence team members for accountability ensuring excellent deliverables.
Demonstrate excellent interpersonal, organizational, and analytical skills
The ability to positively embrace change and new challenges

WHAT ELSE WOULD BE GREAT