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Title: Senior Director of Professional Services
Location: Headquartered in Boston MA, Remote/Hybrid work acceptable.
About Us:
Quickbase is a leading software company dedicated to providing innovative solutions that empower businesses to drive growth and efficiency via Dynamic Work Management. Our cutting-edge Platform as a Service is designed to streamline operations, enhance efficiency, and drive growth for our clients across a wide range of Functional Use-Cases and Industry Verticals. As we continue to expand our global footprint, we are seeking a dynamic and experienced Senior Director of Professional Services to lead and optimize our professional services operation within our Customer Success Department.
Position Overview:
The Senior Director of Professional Services will play a pivotal role in ensuring the successful delivery of Quickbase Enablement and Application Solutions to our clients. This key leadership position will be responsible for managing a team of skilled professionals across a wide variety of Professional Service Offerings including:
- Enablement Services – Designed to teach and coach our clients thru their own development skills in order for them to deliver positive outcomes and value.
- Managed Services – Designed to help our clients build and maintain healthy Quickbase ecosystems
- Project Services – Designed to develop application solutions for our client and drive the best possible time to value.
The Senior Director will oversee every aspect of services delivery to include:
- Driving Solid financial performance,
- Delivering consistent best-in-class service quality
- Leading a culture of continuous process improvement,
- Delivering clear outcomes and strong value for our customers
- Fostering strong client relationships.
- The Senior Director will collaborate closely with Sales, Solution Consulting, CAG, Product Development, Customer Education, CS business Development, CS Operations and Customer Success teams to ensure a seamless and exceptional customer experience.
Key Responsibilities: Leadership and Team Management:
- Lead, mentor, and inspire a high-performing team of project managers, solution architects, TAMs, consultants, and other professionals within the Customer Success Services department.
- Establish clear objectives, performance metrics, and development plans for team members to both perform well and grow professionally.
- Foster a collaborative and inclusive work environment that encourages innovation, ersity of ideas and continuous improvement.
Project/Engagement Delivery:
- Oversee the end-to-end delivery of software implementation projects/engagements, ensuring they are completed on time, within scope, and within budget with a high degree of Customer Satisfaction (CSAT)
- Collaborate with project and resource managers to allocate resources effectively and optimize project workflows.
- Identify and mitigate project risks, proactively resolving issues as they arise.
Client Engagement:
- Cultivate strong, long-lasting relationships with key clients, understanding their unique business needs and objectives.
- Act as a trusted advisor to clients, providing strategic guidance on how our software solutions can address their challenges and drive value.
- Help de-escalate low CSAT with Customer peers, working within our CS team and Sales to find win-win outcomes and deliver on our commitments.
Process Improvement:
- Continuously assess and improve service delivery processes and methodologies to enhance efficiency and effectiveness.
- Implement best practices and industry standards to ensure the highest level of service quality.
- Work with our CS Operations team to acquire/develop the tools needed to support and enable process improvement and adoption of new methodologies and procedure.
Budget and Resource Management:
- Develop and manage the professional services budget, ensuring resource allocation aligns with capacity and client demands.
- Collaborate with sales and customer success teams to identify opportunities for upselling or cross-selling services, including Customer Success Qualified Leads
- Ensure sound Profit Center margin by managing strong revenue recognition, tight cost control, high resource utilization and solid capacity management.
Reporting and Analytics:
- Generate regular reports on project performance, resource utilization, and client satisfaction.
- Work with our CS Operations team to build and monitor KPI and Dashboard Reporting that will enhance our ability to run our Services Profit Center.
- Use data-driven insights to make informed decisions and drive improvements.
Education:
- Bachelor’s degree in a relevant field (MBA or equivalent is a plus)
Experience:
- Proven experience (8+ years) in a leadership role within professional services for a software company.
- Demonstrated success in managing teams and delivering application development projects.
- Proven ability to motivate and coach others to achieve.
Skills:
- Strong financial Acumen and experience with full P&L responsibility
- Strong understanding of software development methodologies and technologies, including both Waterfall and Agile (PMP or Scrum Master a plus).
- Strong background in Process Improvement (Lean – Six Sigma a plus)
- Excellent communication, negotiation, and problem-solving skills.
- Ability to build and maintain strong client relationships.
- Exceptional organizational and project management skills.
- Experience with budget management and financial analysis.
- Results Oriented, Goal Driven professional who will operate well in a fast-paced culture
- Strong Change Agent and Champion who understand organizational change dynamics.
- Platform as a Service Development Experience a plus (Quickbase Development Experience a big plus)
Travel Required :
- Yes, but infrequent 1-2 short Trips per Quarter
Supervisory Position :
- Yes: this role is part of the Senior Leadership Team