Practice Director, North America (Professional Services)
Our success is dependent on building teams that include people from different backgrounds and experiences who can challenge each other’s assumptions with fresh perspectives. To that end, we look for a diverse pool of applicants including those from historically marginalized groups — women, people with disabilities, people of color, people who are lesbian, gay, bisexual, transgender, and/or gender nonconforming, first and second generation immigrants, veterans, and people from different socioeconomic backgrounds.
The Role
As a Practice Director, North America, this role will lead, grow and manage a regionally based team of PS Practice Managers, Consultants, Project Managers, Program Managers and Transformation Consultants focused on end-to-end delivery of projects in our most key accounts. This is a demanding role that requires a leadership-management mindset with the ability to inspire and grow the team. Success in this role means inspiration that drives incredible customer results, attainment of PS KPIs, leading to operational excellence and overall team development and advancement.
This position can be fully remote in the US or based in Seattle, Atlanta or NYC.
Reporting to the RVP, Global Field Services, responsibilities of this role will include:
Daily Responsibilities:
- Manage day-to-day Operations/project delivery within your region of the PS team
- Help build the practice and team to support massive scale and growth
- Ensure the team is implementing projects in alignment with the Outreach methodology - with a core focus on customer transformation and long-term adoption
- Work with the team to ensure proper project planning, on time delivery, & high quality consulting
- Monitor team performance and KPIs, making adjustments as needed to ensure outstanding results
- Partner with Sales and Success teams to aide in scoping and custom delivery needs, where needed
- Work with other leaders to ensure adequate coverage of projects across regions and to share best practices
- Support new team member onboarding through mentoring, coaching and on the spot training as needed
- Provide active coaching, development and feedback to the team
- Set a strong example of alignment with the Outreach values, and provide open, constructive feedback to your team
- Help ensure the team provides critical data each week such as updated project plans, time tracking, execution of change orders, execution of customer signoffs, and reporting of other key milestones
- Serve as a point of executive escalation on at risk projects
- Ensure timely resolution of risks across the team; compiling broader trends to share cross-functionally as appropriate
- Meet with key customer points of contact to help drive value, retention, and adoption from day one
- In partnership with the PS Operations and Resource Coordinators, analyze the team’s workload to ensure business help and adequate staffing on a weekly basis
- Take responsibility for managing budgets, as applicable, including staff compensation, hiring, and promotions
- Develop new processes, procedures and methods to support scale and growth within your region
- Collaborate closely with Professional Services Leadership across the globe to grow the strategy and the team
- Support and augment Services Partner relationship management in region as needed
- Support and drive achievement of regional PS revenue and margin targets
Qualifications
- 10+ years of experience in a related field (implementations, project management, Saas)
- 5+ years of experience leading people and teams, including oversight of people managers and regionally diverse teams
- Experience building a cohesive and collaborative team focused on driving customer outcomes
- Ability to work with key Executives at large customers in a vendor capacity
- Understanding and experience in Sales strategy
- Proven ability to influence change within customer organizations
- Experience within SaaS applications that support large scale business processes in the strategic and enterprise market segments
- Experience in helping direct reports improve through coaching, feedback, and reviews
- Experience in setting and measuring team KPIs and results
- A proven track record of improving processes, methodologies, programs or frameworks that improved team performance
- Ability to maintain a positive attitude, especially in escalated circumstances
- A proven self-starter with the ability to come up to speed on complex, difficult concepts with minimal assistance
- Superb written and verbal communication skills
- Ability to travel regularly
#LI-remote #LI-KH2
Why You’ll Love It Here
• Generous medical, dental, and vision coverage for full-time employees and their dependents
• Flexible time off
• 401k to help you save for the future
• Company-organized and personal paid volunteer days to support the community that supports us
• Fun company and team outings (or virtual events these days!) because we play just as hard as we work
• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network), AAPI, Rainbow (LGBTQIA+), Gender+, LatinX, Black Excellence, Disability Community, and Veterans
• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents
• Employee referral bonuses to encourage the addition of great new people to the team
• Plus, unlimited snacks and beverages in our kitchen (once we're back in the office, that is!)
• We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status
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