Director, Professional Services

The Director, Professional Services is responsible for growing and executing the delivery of services at the highest level of customer satisfaction while ensuring culture growth compatibility within Professional Services. This role is a results-driven position, driving growth in a diverse organization. As a strategic partner, the Director, Professional Services aligns business objectives with employees and management across the business unit while formulating partnerships to deliver value-added service to internal and external customers.

• Direct management and leadership of the Professional Services team, to include employee development and performance management 
• Meeting organization goals and managing to successful customer experience, revenue/expense targets and utilization 
• Build key customer relationships at executive and senior management level 
• Develops plan for, and monitors success of customer retention programs 
• Responsible for identifying career paths for professional services team members through goal setting, continuous feedback, mentoring and training 
• Systematically cultivates and maintains long-term, collaborative relationship with key stakeholders and with selected organizations to achieve mutual goals 
• Keeps up to date on issues affecting the industry and healthcare regulations and develops strategies to address these issues 
• Actively seeks out opportunities for revenue generation and strategic partnerships to support growth 
• Drive continual process improvement; identify and implement automated processes between sales, implementation, training, and billing for professional services 
• Participate in financial forecasting and planning along with other members of the management team 
• Work cross-department to ensure client success 
• Deliver a strong and positive P&L  
• Drive high levels of Customer Satisfaction and billable utilization rates 
• Facilitates the development, maintenance and monitoring of the Professional Services organizational plans 

• Excellent time management, resource organization, priority establishment, and delegation skills 
• Ability to multi-task in a fast-paced environment with a keen attention to detail 
• Intentionally shapes, influences and reinforces the symplr culture and common values to their team 
• Strong written and verbal communication skills, including writing, articulating, listening, and questioning skills
• Excellent interpersonal skills 
• Proactive, positive, self-driven manager with a desire to provide customer and employee excellence 
• Able to engage both technical and business stakeholders 
• Ability to articulate complex concepts clearly 
• Extremely organized, detail-oriented and will demand excellence of themselves 
• Proficient use of Microsoft Office programs, especially Excel and Power Point, and demonstrated ability to learn applications and programs as needed 

Qualifications Required

• Bachelor’s degree in a business or technical discipline 
• 3-5 years of software applications experience 
• An understanding of the healthcare IT landscape 
• Must possess a "can-do" perspective in their professional attitude and demand excellence of themselves 
• Minimum 5 years management and leadership (staff and budget responsibility) experience in services delivery within a software solutions company 
• Demonstrated success in scaling and profitably growing a professional services business focused on predictable implementation 
• Demonstrated success with driving organizational change and aligning teams to meet corporate and departmental objectives 
• Demonstrated success as a seasoned manager with ability to hire, mentor, coach and develop a geographical dispersed high performing Professional Services team 
• Excellent client relationship management skills, and ability to play a trusted advisor to C-level customer executives to execute an implementation plan that works towards a rapid, successful go-live 
• Excellent customer interaction, presentation, written and oral communication skills, with the ability to present to different audiences and bring the message across in a concise, professional manner 
• Track record of successful solution delivery with demonstrated success managing multiple complex projects, juggling competing priorities, and meeting exacting deadlines 
• Experience scoping and estimating project effort, documenting solutions, and presenting the content to customers as well as a sound understanding of project control KPIs