Sr. Director, Professional Services at AbacusNext in San Diego, California

Job Description:

AbacusNext is a leading technology provider for legal, accounting, and compliance-focused professionals. We empower our customers to grow their businesses, better serve their clients, and operate at peak efficiency—all within a secure, cloud-enabled ecosystem.

We are seeking a Sr. Director, Professional Services to join our Professional Services team supporting our SaaS products. This role will be is responsible for the ownership of our professional services client experience and project management, from engagement scoping, and overall service delivery for our customers. This position is a senior position requiring project/customer management skill, technical skills, and professional services management skills. The Sr. Director, Professional Services is meant to serve as a vertical leader to assist all geographies (US, UK, and Toronto), assist in KPI ownership, and ensure we have a global delivery strategy for our SaaS platforms.

Location: This role is open to applicants nationwide in the US.

What you will do this role:

SaaS Vertical

• Day-to-day leadership of a Professional Services team, including project management, handling of escalations, people leadership.


• Ensure smooth growth of SaaS customer base with high customer satisfaction ratings.


• Manage the financials for the global vertical, with a focus on profitability and productivity to ensure client satisfaction.


• Partnering with internal stakeholders to ensure the team has a clear set of priorities.


• Identify new opportunities for expanding product/service usage to maximize client success and revenue growth.


• Identify areas of improvement from our client base and work with Product Management to address them.


• Working with Geography leaders to ensure great outcomes from our projects and customers.


• Effectively interact with sales leadership during the pre-sales and post-sales (delivery) phases.


• Ensure that services are provided, implemented correctly, and billed in a timely and accurate manner.


• Serve as point person for the client on Service Delivery issues/escalations and take accountability for remediating any service failures.


• Identify and implement organizational structure, best practices, metrics, methodologies and processes, cross-functional linkages, etc. to set the business up for continued growth.


• Establish a strong relationship with Sales leadership in joint go-to-market activities by being a highly respected partner with the Sales team


• Build a strong relationship with the Product Management/Development leadership so as to be considered an extension of their leadership when taking over a market space

Project Management

• Responsible for the global project management office including all KPIs.


• Continuous improvement of our deployment methodology.


• Performing a range of Professional Services management tasks such as project forecasting and financials, project staffing, working with delivery partners, and tuning project methodologies.


• Provide strategic updates on clients’ performance to Senior Management.

 Customer Implementation

• Direct the delivery of implementation services to a high level of customer satisfaction


• Lead a proactive approach towards customer management during the delivery phase.


• Participate in planning meetings and other governance activities to ensure successful implementation at key accounts.


• Design and implementation customer training and customer educational programs to deliver maximum ROI for customers.

Team Management

• Hire, build out and retain a high-performing team of leaders and individual contributors.


• Set management objectives for the organization and ensure execution and alignment.


• Assure consistent hiring practices and performance standards in the group.


• Drive needed Operations & Methodology – metrics and deliverables.


• Drive operational excellence throughout the professional services organization – process improvement and adherence, leverage tools and automation for accuracy and consistency.


• Drive the implementation, utilization, and continuous shaping of PS processes, methodology, and business practices.


• Provide management reports to Senior Management on customer status, resource utilization, and revenue forecasts as needed.

What you need to be successful in this role:

• Bachelor’s degree or equivalent work experience (Technical degree or Master’s degree a plus)


• 10+ years of professional services experience   


• 5-7+ years in professional services management experience


• Experience in a SaaS/Software company  


• An exceptional mentor and leader with a passion for continuous improvement.


• Experience leading a small to medium size services team responsible for hitting quarterly targets.


• Strong experience with all phases of Project Management (project planning, resource management, scope, schedule and status, documentation)


• Excellent communication skills and extensive experience working with clients and partners.


• Experience and interest in Professional Services management duties (project forecasting and financials, project staffing, working with delivery partners, and tuning project methodologies)


• Strong ability to multi-task


• Be a goal-oriented, driven individual with a superior ability to execute and sustain a high sense of urgency.


• Be well organized with good delegation skills.

Benefits:

• Medical, Dental, Vision, and Life Insurance


• 401k


• Flexible PTO


• Sick Days

Employee Perks:

• Professional and Financial Growth


• Great culture and environment


• Virtual Social, Health, and Wellness Events


• Anniversary Gifts


• Birthday Time Off


• Employee Assistance Programs


• Employee discount program through TicketsAtWork


• 15% Off Gunnar Optik Eyeware

Equal Employment Opportunity: AbacusNext is an Equal Opportunity, Affirmative Action Employer.