Senior Director, Professional Services

The Role

• Act as the Fusion implementation ambassador and escalation point for new clients
• Drive the successful delivery of new Fusion Framework implementations for clients of various sizes
• Collaborate with the VP of Professional Services in charge of existing client professional services to utilize skills across the combined team
• Develop best-in-class deployment processes and KPI reporting
• Ensure responsive, effective, and efficient client escalations
• Ensure close coordination and collaboration with PS Leadership, Sales, Account Management, and Customer Success teams
• Develop a culture of continuous improvement for process repeatability, operations scaling, capacity management, and customer satisfaction
• Work with the leadership team to continue fostering our culture and talent processes to hire, develop and retain top talent

Key Interactions

• Prospects and Clients: Daily/Weekly as a point of escalation or at key points during client implementations
• COO/PS Leadership Team: Daily/Weekly on operating and strategic priorities
• Sales Leadership: Daily/Weekly collaboration on prospects and successful new implementation kick-offs
• Product/Tech Team: Product enhancements, quick starts, configurations
• Services Direct Reports: Daily to lead, coach, and manage outcomes
• Board: Key initiative updates

Success Metrics

• Financial: Revenue, profitability
• Operational: Implementation: Team billable utilization, NPS/Customer Satisfaction, backlog, team health
• Organizational: Team Development and growth: hiring, onboarding/training, career pathing, performance management, succession planning as well as Employee Engagement, Staff Retention, and Employee NPS

Knowledge, Skills, and Abilities

• 10-15+ years leadership experience in delivery and support organizations; strong preference for prior SaaS
• Deep experience leading project escalations through to remediation of risk
• Experience building teams at high-growth companies
• Financial acumen; completely comfortable understanding project and program P&L reporting
• Track record of developing and implementing operating metrics, policies, and procedures
• High energy and enthusiasm; bright and collaborative leader

Fusion Risk Management, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, disability, religion, sex, sexual orientation, gender identity or national origin. Nothing in this job posting should be construed as an offer or guarantee of employment.