Jobs and Careers

Director, Professional Services

United States, United Statesfull_timeVerifiedPosted 25 Feb 2025

About the role

Director, Professional ServicesRemote, U.S.

WHO WE ARECertinia (formerly FinancialForce) delivers a Services-as-a-Business platform that powers and connects all aspects of services operations, from services estimation and delivery to customer success management and financial planning and accounting. The company's Professional Services Automation (PSA), Customer Success, and ERP solutions delivered on Salesforce's leading cloud platform provide the ability to run a connected services business, deliver with intelligence, and achieve business agility. Headquartered in San Jose, California with offices around the world, Certinia is backed by Haveli Investments, General Atlantic and Salesforce Ventures. For more information, visit www.certinia.com.

THE ROLECertinia has an exciting career opportunity for an experienced Professional Services Practice Director with seasoned Project Management and Services Leadership experience to take the lead in our growing consulting delivery practice. This is a Senior role within the AMER professional services team, reporting and providing back-up to the Senior Director, Global Professional Services Delivery. As Director, Professional Services you will leverage your knowledge of enterprise software project management and delivery, cloud technologies and hands-on people management skills to lead a team of Implementation Consultants as they help our customers achieve their business outcomes and reduce time to value.You will work collaboratively with our Sales, Customer Success, Customer Experience/ Support and Product teams to maximize customer satisfaction, achieve success with strategic initiatives and build a team that will fuel the future success of the company. Certinia is the leader in Professional Services software for Professional Services organizations; its own Professional Services organization leads the way for the company as customer zero.This role will also liaise extensively with both our implementation partners to oversee their successful implementations and train them to expand our scale across AMER.

YOU WILL DO IN THIS ROLE

Day-to-day management of a team of AMER Functional Implementation Consultants and Architects. You will have “team leads” within your organization who will help you, and you will provide oversight to them and the individual Consultants.
Ensure that the Functional Consulting team are subject matter experts in all aspects of the Certinia products through a program of continual education and training. This program should support the on-boarding and certification of new consultants to the team whilst also ensuring that the team are aware of and trained in all new product release in advance
Establish critical relationships, typically at Senior and C level, with major customers in the AMER region to ensure they are meeting their business objectives and outcomes with Certinia technology and guiding them to success while collecting invaluable customer intelligence for Certinia.

Join the Sales pursuit teams to help sell the value of Certinia Professional Services to key prospects during the Sales cycle. Present Project Management and Implementation Methodology to prospective customers.
Act as “Project Owner/Sponsor” on projects with customers providing governance and oversight to ensure a successful outcome.
Alongside our methods and portfolio teams Implement and manage systems and processes for improved consulting performance (e.g. lessons learned, hot reviews, escalation management, sales/support handovers, implementation methodologies and budget management)
Support Account Executives and PS Engagement Managers in the estimating of effort and production of Statements of Work to existing customers
Understand the experience, capability and strategic direction of our Certinia Partners in order to identify/deliver support to them in up-skilling their teams to deliver successful projects
Establish a strong network/working relationship with Partners/Subcontractors to provide a flexible supply of resource to meet fluctuating demands for Certinia consulting services on Certinia primed projects
Contribute to the ongoing development and refinement of the Certinia implementation methodologies, implementation tools and practices and new service offerings
Forecast recruiting needs, interview candidates, onboard, train and develop new team members
Ensure attainment of revenue, margin, utilization, billing and Customer