Director of Professional Services

About the role

As the , you will play a pivotal role in leading and managing our professional services team. You will be responsible for ensuring the successful delivery of our services to clients, driving customer satisfaction, and fostering long-term relationships. This position requires a strategic thinker with a strong background in project management and a passion for delivering exceptional service. You will collaborate closely with cross-functional teams to align our service offerings with client needs and business objectives.

Key facts

What you'll do

• Lead and manage the professional services team, providing guidance and support to ensure high-quality service delivery.
• Develop and implement strategies to enhance service offerings, focusing on client satisfaction and business growth.
• Oversee project management processes, ensuring projects are delivered on time, within scope, and within budget.
• Collaborate with sales and marketing teams to identify opportunities for service expansion and improvement.
• Establish and maintain strong relationships with clients, acting as a trusted advisor to understand their needs and challenges.
• Monitor and analyze service performance metrics to identify areas for improvement and implement necessary changes.
• Conduct regular training and development sessions for the professional services team to enhance their skills and knowledge.
• Prepare and present reports to senior management on service performance, client feedback, and strategic initiatives.
• Drive the adoption of best practices in project management and service delivery across the organization.
• Participate in the recruitment and onboarding of new team members, ensuring a strong cultural fit and alignment with company values.
• Manage client escalations and resolve issues promptly to maintain high levels of customer satisfaction.
• Stay informed about industry trends and advancements to ensure Solutionsmetrix remains competitive in the market.

Requirements

• A minimum of 7 years of experience in a professional services or project management role, preferably within a technology or consulting environment.
• Proven track record of successfully managing teams and delivering complex projects.
• Strong understanding of project management methodologies and tools, with relevant certifications (e.g., PMP, PRINCE2) being a plus.
• Excellent communication and interpersonal skills, with the ability to build relationships with clients and stakeholders at all levels.
• Demonstrated ability to think strategically and align service offerings with business objectives.
• Experience in developing and implementing service delivery processes and best practices.
• Strong analytical skills, with the ability to interpret data and make informed decisions.
• Proficiency in project management software and tools, as well as Microsoft Office Suite.
• Ability to work in a fast-paced environment and manage multiple priorities effectively.

Nice to have

• Experience in the software or technology industry, particularly in a SaaS environment.
• Familiarity with customer relationship management (CRM) systems and tools.
• Previous experience in a leadership role within a professional services organization.
• Knowledge of Agile methodologies and practices.
• Fluency in both English and French is an asset, given the bilingual nature of the Montreal market.

Skills & tools

• Project Management: Expertise in managing projects from initiation to completion, ensuring alignment with client expectations and business goals.
• Leadership: Strong leadership skills to inspire and motivate a diverse team, fostering a culture of collaboration and continuous improvement.
• Communication: Exceptional verbal and written communication skills for effective client interactions and internal reporting.
• Analytical Thinking: Ability to analyze data and metrics to drive decision-making and service enhancements.
• Relationship Management: Proven skills in building and maintaining strong client relationships, with a focus on long-term partnerships.

Practical notes

• This position is based in Montreal, Quebec, and may require occasional travel to client sites or other company locations.
• The salary for this role will be competitive and commensurate with experience, with additional benefits and performance-based incentives.
• Solutionsmetrix is committed to fostering a diverse and inclusive workplace, and we encourage applications from candidates of all backgrounds.
• Interested candidates can apply through our careers page at https://solutionsmetrix.bamboohr.com/careers/112.

META

Company: Solutionsmetrix

Title: Director of Professional Services

Listed

location: Montreal, Quebec

Job type: Full-time