Overview:
The Director of Professional Services role is to successfully lead a team of implementation professionals to deliver employee recognition programs that meet the PS and wider organizational metrics. You will act as the Executive Project Sponsor for programs delivered by your teams. Working in partnership with PS Leadership and wider organization, you will ensure clients are highly satisfied, launches are delivered on time and be a point of escalation to resolve issues. You will proactively coach team members, support them in fulfilling their career goals, and identify and contribute to department development and wider business improvements.
Duties and Responsibilities:
- Provide strategic and tactical leadership and guidance in the end-to-end delivery of the Achievers platform to our clients.
- Provide vision for and direct oversight of issue-based problem solving, business case development, solution delivery and ongoing relationship management to ensure strategic use of the Achievers platform in support of our clients’ business objectives.
- Act as the Project Sponsor for Achievers’ implementation projects.
- Work with Sales Executives and prospects to scope and sell professional services.
- Attend key project meetings to support in building Executive level client relationships.
- Be a point of escalation, manage escalated issues and facilitate resolution with the team and wider business, proposing solutions and recommendations to clients.
- Work cross-functionally with Development, Operations, Product and Senior Management teams to effectively guide projects as and when required.
- Continue to drive forward on our strategic initiatives providing guidance and input to the business.
- Oversee the team of Technical Consultants and ensure all team members are working effectively together.
- Ensure teams are operating at a high performance level and overall project delivery is progressing as planned.
- Pro-actively coach team members through regular 1:1s.
- Responsible for performance management.
- Responsible for team succession planning and recruitment.
- Create and foster a collaborative environment.
- Maintain employee engagement and act as an advocate for your direct reports.
- Review implementation methodology and tools, work with team members to implement improvements in key areas.
- Reinforce consistent use of implementation methodology and tools.
Required Skills and Experience:
- Bachelor’s degree in an appropriate field from an accredited college/university; MBA or advanced degree from an accredited college/university preferred.
- Exceptional communication and interpersonal skills, with a demonstrated ability to manage large teams, complex work streams and projects, and gain the confidence and respect of senior level executives.
- 10 – 12 years of related experience.
- 4 – 6 years of managing implementation or professional services teams.
- Demonstrated ability to manage diverse teams in SaaS environment.
- Demonstrated ability to succeed in fast paced, growing company.
- Strong project management, consulting, risk management, and issue resolution skills.
- Demonstrated resourcefulness in setting priorities and proposing new strategies to ensure project delivery.
- Strong attention to detail.
- Can do, team oriented attitude.
About Achievers:
As Achievers employees, we are passionate about disruptive technology, welcome constant change, and understand the value of employee success in the workplace. We enjoy coming to work every day because we believe in our product and love our culture. Achievers is more than just a software company; we are industry leaders in the HR space.
Our headquarters are conveniently located in Liberty Village, close to bars, shops and restaurants and are highly accessible by TTC and GO Transit.
We have been recognized in numerous publications for our contributions to HR, for technical excellence and for our outstanding workplace culture:
Achievers is ranked as number 32 on the list of Top 50 Best Workplaces in Canada.
Achievers has been recognized on the 2020 list of Best Workplaces™ for Women in Canada
Achievers has been recognized on the 2020 list of Best Workplaces™ for Inclusion
Achievers has been named one of the Top 10 Employee Recognition Solution Providers Globally
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Achievers does not offer employment to prospects without first ensuring that qualified candidates speak directly with the hiring manager and a member of our HR team. All qualification will be done face-to-face, whether that is in person or over Zoom. Achievers does not send out offers of employment without meeting candidates and does not offer employment via text. If you are requested for any personal information via text and/or without having met a member of our hiring team in person, please disregard.
Our employees are a diverse and inclusive team of passionate, hardworking individuals. Achievers is committed to creating an environment where our employees can do the best work of their lives. We encourage all qualified candidates to apply to join our A-Player family. Accommodations are available on request for candidates taking part in all aspects of the selection process.
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