With unmatched technology and category-defining innovation, Icertis pushes the boundaries of what’s possible with contract lifecycle management (CLM). The AI-powered, analyst-validated Icertis Contract Intelligence (ICI) platform turns contracts from static documents into strategic advantage by structuring and connecting the critical contract information that defines how an organization runs. Today, the world’s most iconic brands and disruptive innovators trust Icertis to fully realize the intent of their combined 7.5 million+ contracts worth more than $1 trillion, in 40+ languages and 90+ countries.

Who we are: Icertis is the only contract intelligence platform companies trust to keep them out in front, now and in the future. Our unwavering commitment to contract intelligence is grounded in our FORTE values—Fairness, Openness, Respect, Teamwork and Execution—which guide all our interactions with employees, customers, partners and stakeholders. Because in our mission to be the contract intelligence platform of the world, we believe how we get there is as important as the destination

The Senior Director of Professional Services will perform a lead role in managing the implementation of projects of Icertis Software and the Professional Services employees.

Own implementation service deliveries across multiple accounts of a sub-region / region providing management oversight on implementation projects and staffing including project assignments, capacity planning and customer satisfaction.

Establish adherence and control on project schedules, budgets, resource utilization and risk issues. Facilitate timely decisions to ensure success of projects and assist by providing prudent and timely recommendations for risk avoidance; sets and manages client expectations.

Ensure implementation services revenue, payment milestones, margins and financial KPI's for the region are in line with the planned and projected targets. Work closely with PM's of the project, Delivery PMO team and Finance team to track the financial health of the projects to ensure the quarterly targets are being met.

The candidate will immediately get involved in the following initiatives:

Manage ICERTIS product implementations and take executive ownership of projects that are being executed by the reporting Directors/SPM's management including project financials and the customer relationship for enterprise customers.

Ensure effective program / project management with adherence to the Icertis PS implementation methodology to have zero surprises and are delivered on time, within budget and with the highest consistent quality to result in predictable outcomes / results as planned with the clients.

As a senior member of PS Delivery, establish key customer relationships, serving as the company sponsor for implementation projects of the region and work closely with the Customer Advocacy team to ensure the customer journey throughout the implementation and post Go Live is exceeding client expectations.

Active participation in Project Governance Meetings with customers. Responsible for serving as the primary customer escalation point for customer changes and/or issues during the implementation process.

Maintain reporting on delivery operations statistics such as capacity, amount of implementation work, and provide advanced visibility to resource constraints.

Hire, develop, inspire and manage a team of professionals and ensure the capability development of the team is planned for both organizational growth and professional growth of the employees.

Communicate across the organization to ensure knowledge of customer. implementations and status. Provides management with regular project updates.

Serve as a critical advisor to the team as an Implementation leader and helps to set the direction for the implementation and professional services team.

Be accountable for people development, appraisal execution and team's growth; Identify training needs of the team and coordinate development of new training content.

Qualifications

• Minimum of 20 years managing a high performing Professional Services team in a product or services company with services delivery as primary focus.
• Minimum of 5 years of project management / consulting experience in a SaaS company.
• Hands on program management experience of large, complex software implementation projects.
• Proven ability to learn new products and processes.
• Deep understanding of implementation methodologies; Waterfall, Agile, Hybrid
• Demonstrated ability to drive large, highly complex programs in a fast-paced, matrix management organization.
• Strong interpersonal skills with the proven ability to effectively engage and influence internally at all levels.
• Ability to effectively and efficiently analyze data to identify potential issues that aid in decision making by mitigating risks.
• Proven ability to coach and mentor.
• Manage confidentiality without exception.
• Excellent presentation and communications skills, both written and verbal
• Excellent problem-solving and time management skills.
• Excellent client relationship management skills, and ability 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 deadlines.
• Must be able to work in a fast paced and passionate environment.
• Ability to be creative and innovative when ad-hoc solutions are needed.
• Experience with Professional Services Automation tools.
• Education: Master’s Degree in Engineering or Business

Icertis, Inc. provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Icertis, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. 

Icertis is not open to third party solicitation or resumes for our posted FTE positions. Resumes received from third party agencies that are unsolicited will be considered complimentary. 

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