The Professional Services Director is a key role within the Services organization responsible for ensuring delivery excellence within their portfolio of projects. The PS Director will be involved in the following activities:

• Managerial responsibility for up to two teams of Implementation Consultants, Solution Leads, Configuration Analysts, and Engagement Managers including external partner resources
• Manage the activities of direct reports, delivery partners, and assigned project team members to achieve/over-achieve on quarterly revenue targets
• Act as the primary point of escalation for a portfolio of projects for both internal and external resources
• Serve as the primary escalation point for client issues raised by project team members and identify path to resolution
• Work with Senior Engagement Managers to track portfolio project metrics for overall project health and within budget as established by Professional Services Leadership
• Overall responsibility for delivery quality and NPS score of portfolio projects
• Be a credible subject matter expert on the implementation methodology to clients and partners during the sales process
• Assist in creation and review of SOWs to ensure proposals deliver optimal value to both Fusion and its clients
• Hire, onboard, and mentor new Professional Services team members
• Create career development plans and identify stretch assignments for growth for team members
• Interview potential Professional Services candidates
• This position reports into the Vice President of Professional Services
• This position requires a balance of hands on, day to day management and strategic long-term planning and vision

Knowledge, Skills, and Abilities

• 5+ years of leadership experience leading a services delivery and/or services team and over-achieving revenue goals
• 5+years in a client facing role, either as a Project Manager, Program Manager or a portfolio manager
• 5+ years delivering World Class/White Glove level service to large Enterprise level clients at the leadership level
• Experience in Agile methodology and Scrum is desired but not required
• Excellent communications and presentation skills
• Excellent organizational and creative problem-solving skills
• Self-directed with the ability to identify and solve issues
• Strong bias to action
• Strong proposal and contract writing skills
• Proven ability to understand, track, and optimize project health
• Strong conflict resolution and escalation diffusion skills
• Strong background supporting clients through a software implementation
• Strong functional and technical understanding Cloud Computing concepts and SaaS platforms
• Ability to manage distributed teams of people (both in office and virtual)

Certificates, Licenses, Registrations

• Bachelor's degree in a technical discipline or equivalent
• Salesforce.com certifications preferred
• BC/DR Industry certification (BCI, DRII, etc.) or equivalent preferred

Location

• The Professional Services Manager must be based in the United States.

Fusion Risk Management, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability. sex, sexual orientation, gender identity or national origin. Nothing in this job posting should be construed as an offer or guarantee of employment.