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Director of Professional Services

Great opportunity with a growing Technical Firm outside the Baltimore Area.

 

Main Functions & Responsibilities

Ensure resources are available to fulfill the function of the department while providing a high level of customer service.
Ensure team members have accurate and competent knowledge of the full company product range, along with a high level of industry knowledge.
Ensure clients have accurate and competent knowledge of the system and are using it appropriately.
Coordinate new product documentation process.
Maintain positive relationship with clients.
Perform client reviews and evaluations on a regular basis to review satisfaction based on system and services.
Actively manage client accounts and complex projects.
Maintains a thorough knowledge of the organization and adheres to all organizational standards.
Manage and coach a diverse team of talented professionals.
Develop project opportunities with new and existing clients.
Set deadlines and manages workload of Professional Services team.
Serves as escalation point for all matters related to Professional Services.
Mentor team members and provide feedback to grow and improve skills.
Consistently strive to improve service quality levels and identify opportunities to create value added services, products, and procedures.
Act as the primary customer implementation and services expert.
Maintain and develop relationships with industry partners.

Requirements/preferences:

Bachelor's degree from an accredited college or university
5+ years of experience working in IT management/business and/or consulting
Additional training, certification or education in IT management/business and/or consulting is preferred
Ability and willingness to travel approximately 10-25% of the month
Able to multi-task and work under tight deadlines
Must be an effective problem solver and able to troubleshoot effectively
Excellent team and project management skills
Strong verbal and written communication skills, proven ability to build lasting relationships at all organizational levels
Superior knowledge of each professional services consulting area
Experience in event management or association management is preferred
High degree of proficiency with technological concepts and practices
Strategic thinker with good business acumen
Great interpersonal skills, works effectively with clients and team members
High level of motivation and energy
Detail oriented with a passion for technical quality and client service excellence
Proven ability to successfully implement consulting solutions in a high stress environment
Demonstrated expertise in client problem solving and project management

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