Director, Professional Services | PMO Leader

• Lead portfolio management across all active implementation projects, ensuring on-time, on-budget, and high-quality delivery. 

• Conduct regular portfolio reviews to identify risks, dependencies, and resource constraints. 

• Lead all aspects of customer success related to PS delivery of all products 

• Direct management and leadership of the PS team, to include employee development and performance management 

• Meet organization goals and manage to successful customer experience, revenue/expense targets, and utilization 

• Build key customer relationships at executive and senior management level 

• Develop plan for and monitor success of customer retention programs 

• Identify career paths for PS team members through goal setting, continuous feedback, mentoring, and training 

• Systematically cultivate and maintain long-term, collaborative relationships with key stakeholders and with selected organizations to achieve mutual goals 

• Keep up to date on issues affecting the industry and healthcare regulations; develop strategies to address these issues 

• Actively seek 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 

• Facilitate the development, maintenance, and monitoring of PS organizational plans 

• Bachelor’s degree in a business or technical discipline 

• Three to five years of software applications experience, with five years of experience in management and leadership experience (staff and budget responsibility) in services delivery within a software solutions company 

• Familiarity with healthcare IT landscape 

• Proven experience leading a PMO or project delivery function within a SaaS or healthcare technology environment.  

• Strong understanding of project governance, resource planning, and portfolio management.  

• Ability to implement and scale standardized project management methodologies (e.g., Agile, Waterfall, Hybrid).  

• Experience with project management software and reporting tools to drive visibility and accountability across teams.  

• Skilled in risk management, change control, and escalation handling across complex implementations. 

• Possess a "can-do" perspective in their professional attitude and demand excellence of themselves 

• Ability to scale and profitably grow a professional services business focused on predictable implementation 

• Ability to drive organizational change and align teams to meet corporate and departmental objectives 

• Experience as a seasoned manager people leader with ability to hire, mentor, coach and develop a geographical globally 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 

• 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 

• Ability to shape, influence, and reinforce the symplr culture and common values to the team 

• Strong written and verbal communication skills, including writing, articulating, listening, and questioning skills; must be fluent in English 

• Excellent interpersonal skills 

• Proactive, positive, self-driven manager with a desire to provide customer and employee excellence 

• Ability 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 

Desired Skills and Qualifications: 

• Familiarity with healthcare IT landscape 

• PMP, PMI-ACP, or other project management certification  

• Change management certification (e.g., Prosci)  

• Experience presenting to executive leadership  

• Knowledge and previous experience with CRM platforms (e.g., Salesforce) and PSA tools such as Certinia for resource management, project tracking, and financial forecasting