Dir, Professional Services

Our Professional Services team strives to be the best provider in the SPM space through a focus on Trust, Reliability and a Customer First approach. As the largest customer facing organization at Varicent, it is our responsibility to ensure that our clients feel supported, empowered, and appreciated. Consistently going above and beyond is a difference maker and rooted in each decision we make.

We are currently looking for a Project Director, Professional Services located in San Jose, Costa Rica to join our Professional Services team. From pre Discovery through hyper care you will provide executive oversight to all of your customers in their implementation journey by mitigating risk, supporting revenue opportunities, and building close collaboration both internally and externally.

What You'll Do:

Leadership and Strategy:

• Support the development and roll out of a comprehensive professional services strategy aligned with the company's goals and objectives.
• Lead, mentor, and manage a high-performing team of professional services project managers and consultants Globally / Regionally.
• Participate in and support best practices, methodologies, and process development to enhance service delivery and client satisfaction.
• Identify, elevate and execute on cross functional engagements.

Client Engagement:

• Collaborate closely with cross functional teams, including Sales, Customer Success, Development / Support to understand client needs, propose tailored solutions, and drive successful project execution.
• Engage in and support Sales (Services / License or License Retention) as necessary.
• Ensure exceptional client satisfaction by maintaining strong relationships and managing client expectations throughout the project lifecycle.
• Act as a trusted advisor to clients, partners and executive stakeholders, providing guidance on optimizing their use of our products/services.

Revenue Growth:

• Identify and drive revenue growth within the company including but not specifically within Professional Services by identifying opportunities for upselling, cross-selling, and expanding services.
• Establish key performance metrics and goals for the Professional Services team to track and achieve revenue targets.

Team Development:

• Attract, hire, train, and retain top talent within the Professional Services organization.
• Foster a culture of collaboration, continuous improvement, and knowledge sharing among team members.
• Conduct regular performance evaluations and provide feedback to team members to drive career development.

Operational Excellence:

• Streamline project management processes, resource allocation, and project delivery to optimize efficiency and effectiveness.
• Set and actively promote a standard of exceptionalism throughout Professional Services
• Monitor and manage project budgets, timelines, and deliverables to ensure projects are completed on time and within scope.

What You'll Bring:

• 12+ years managing complex Enterprise Projects / Programs Experience
• Strong business communication skills (verbal and written) in English and Spanish
• Proven collaborative people management experience.
• Strong financial acumen and experience in forecasting, profitability modeling.
• Prior practical Hands On Database experience (SQL Server, Oracle, Post Gres)
• Bachelor's degree in a related field (Computer Science, Engineering or Business), Master’s degree preferred
• Proven leadership experience in professional services / consulting as well as employee coaching, mentoring.
• Understanding of Incentive Comp best practices and trends.
• Exceptional communication and interpersonal skills.
• Strategic thinker with the ability to align services with business goals.
• Experience managing and scaling professional services teams.
• Demonstrated ability to drive client satisfaction and retention.
• Innovative mindset and a commitment to continuous improvement

Success Outcomes:

Within 3 months, you will:

• Be the key owner/participant in practice financial forecasting
• Effectively collaborate across the business to achieve our stated objectives
• Support the Sales Team in deal closure where required
• Communicate effectively with customers ensuring success and managing risk

Within 6 months, you will:

• Act as a key escalation point for account mitigation where necessary
• Have ownership of key objectives and KPI’s
• Participate in Best Practices development
• Effectively rollout new product functionality and ensure usage throughout the team.
• Support the mentorship of new hires on product implementation and project methodology
• Stay up-to-date on product improvements

Within 1 year, you will:

• Consistently deliver upon practice financial metrics
• Identify areas of growth opportunity
• Collaborate across the organization with repeated success
• Champion Key Contributors
• Be fluent in the suite of Varicent products and their capabilities in order to champion product features / improvements