Sr. Practice Director

Job Description: Sr. Practice Director

Location: Pune

Reports to: RVP, Professional Services

A quick snapshot…

As a Senior Practice Director within Professional Services, they will be responsible for growing and managing a team of professional services Engagement Managers. You will be involved in hiring and training the staff, managing the client accounts and escalation, smooth operations of implementations, bringing best practices in the process and making the future directions for revenue growth.

Why it’s a big deal…

Your team will be accountable for providing project management and delivery oversight of a team of people consulting with Conga’s growing customer and partner base on the design, implementation, and ongoing support of Conga’s full suite of products and services. You will also be responsible for managing and handling account escalations as well as providing the required pre-sales support. You will be responsible for ensuring on-time, high-quality deliveries, as well as high levels of client satisfaction. Help build a Practice by establishing processes, procedures, and templates for pre-sales through delivery while supporting the Sales team in a pre-sale support capacity.

Are you the person we’re looking for?

Related experience. You should have more than 15 years of extensive experience in a Senior Management role at a top-tier management/technical consulting firm or a technology company.Hire and train. The staff of engagement and project managers manage 70%+ billable utilization for your team.

Manage and build. Client relationships with key decision-makers from project inception to post-implementation; ensure customer satisfaction. You will also manage, mentor and provide coaching to a team of direct reports. and  Manage account and customer escalations.

Facilitate on-site client meetings where needed; articulate issues and resolution options clearly and succinctly.  Hold engaging conversations with customer staff - ranging from C-Level leaders to customer project-level staff. You will oversee installation and client acceptance of Conga product suites.

Monitor. On-site and remote day-to-day activities between clients and Conga personnel.

Interact. with sales, systems engineering, and product development to ensure continuity between organizations.

Provide. Plan and manage service schedules and budget. Weekly status reports and project updates to Senior Professional Services Management. You will also provide pre-sales support and look for opportunities to upsell to existing clients.

Ownership. You will assume areas of ownership within Professional Services department for internal and external development of staff, processes, procedures, methodologies, areas of excellence.

Exposure. In Professional Services, Support or Consulting in the Enterprise Software space.  Preferably managing a range of implementation sizes from medium to large scale enterprise level. Extensive experience in managing software as a service (SAAS) deployments representing companies such as Salesforce.com, SAP, Oracle, Ultimate Software, and Sage among others. Salesforce.com or similar SAAS implementation experience a plus Proven track record of developing and maintaining profitable and reference-able customer relationships.

Proactive. You should have experience to proactively identify, assess, and mitigate risks during bid development and project execution; manage delivery of projects; identify, develop, and close services engagements; develop winning and profitable proposals.

Demonstrate. Ensure timely and thorough communication of strategy, deliverable status, and results. Ability to evaluate market reactions to Professional Services and provide input into strategy to meet changing market and competitive conditions. Experience in measuring progress of programs against established objectives such as revenue, expense management, utilization metric, delivery quality, and customer satisfaction.

Services relevant examples of monitoring results and taking corrective action to ensure the achievement of the objectives, within budget.

Presentation skills. Prepare and present business reports - past performance against plan and setting the future direction for revenue growth. Past escalation point experience for all implementation issues with decision maker for resolution.

Qualifications. You should have a bachelor’s or master’s degree in engineering or equivalent. A technical Degree.

Good to have. An MBA degree or a PMP certification.

Here’s what will give you an edge…

Excellent Communicator. You know what to say, and more importantly how to say it. You're comfortable talking across all levels of an organization with the ability to effectively convey complex technical concepts to both technical and non-technical audiences.

Agile Methodology. You should be able to perform in an extremely dynamic environment with an Agile development approach. You should have the ability to convert a small business problem statement into a product deliverable with minimal supervision. You will have to collect and understand Conga’s business requirements and build the solution for applications to implement.

Analytical thinker and creative problem solver. You can see issues holistically and follow the flow of the stack to get to the root of the matter -- a key skill in this role. But where you shine is with your ability to identify creative solutions to unique business requirements.

Ability to build out value proposition presentations and package offerings for Professional Services during pre-sales cycle at prospects location addressing all facets of the implementation process. You will review contract , negotiation, and approval of all Professional Service implementations.

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