Director of professional services
Primary responsibilities of the director of professional services practice are the success of their teams, the growth of their practice, & the success of their clients and students.
Director of professional services practice is the guardian of our guiding principles.
Guiding principles
Relationships are at the heart of what we do.
We do more than collaborate
We strive to connect on an intimate level with what’s important
This synergy results in greater accomplishments and stronger, longer-lasting partnerships that could only be created by working closely together.
Safety (security) is not secondary.
We look out for our clients – whether they know it or not
We always have their backs
No pitfalls, no unnecessary risk, no data left insecure – not on our watch
Integrity is the most important quality of the people who work here.
Support never endsWe will do whatever it takes.
Relationships are about trust and being there for our clients 24/7.
We are committed, we care, we will do whatever it takesWe will not let our clients down – ever.
Because in the end, our clients’ success is the only measure of our own.
It’s one thing to stand by your work, it’s another to guarantee it.
If our clients are not satisfied with our work, we give them their money backSo our word is as strong as our actions.
Solutions are never one size fits all.
Custom is standard for ferrilliRather than “off the shelf” solutions designed for the masses, we craft every solution to be responsive to the unique needs of the institution.
Technology alone is not enough.
We use insight, creativity and big-picture thinking to drive technology and transform our industrySeamless solutions are only achieved with the right blend of technical know-how, industry expertise and an intimate understanding of the audience.
If you don’t ask the right questions, you’ll solve the wrong problems.
This is the key to our approachAnd once we get to the core of the problem, we will uncover the underlying opportunitiesThe better you understand the user, the better the user experience.
Clients don’t hire us for a project, they engage us for a lifetime, and we’re with them all the way.
If we have done our job—really done our job—we will have formed a relationship infinitely stronger than a date on a contract.
Higher education will never stop evolvingNeither will we.
To deliver services in a “here-and-now” culture, we must stay future-focusedWe will only succeed by constantly looking ahead, adapting and evolving everything we do.
There is no limit to what we can accomplish
Transforming the way higher education views consultingWe strive to provide client-centric, immediate responses and we are committed to becoming trusted advisors, not just hired guns to help complete a project or taskWe want clients to bring us problems and questions, so we can work together to find solutionsWe are committed to serving our clients’ needs 24 hours a day, 7 days a week, 365 days a yearWe don’t stop until their expectations have been exceeded.
Key responsibilities for the director of professional services practice include but are not limited to;
Build, nurture, and coach a deeply engaged, high-performing, and geographically-dispersed team of internal consultants and external partners who are passionate about service and client success
Responsible for timesheet review ensuring that jobs are kept within scope and on budget.
Estimation of revenue, cost, and gross profit of a job and monitor the financial performance of the job against the original estimate - alerting leadership when there is deviation
Ensure financial performance of each employee on the team against budget and benchmarks
Ensure quality of services delivered and maintain customer relationships
Function as an industry thought leader both internally and externally; seeking out opportunities to share and promote new/creative concepts (i.eWebinars, conference presentations, social media, etc.)
Work with leadership and clients to define professional services offerings, manage future strategy and direction for the professional services practice
Function as a thought leader for the organization - voicing opinions on offerings, areas of growth, and areas of risk, while being open to critique and feedbackAn active participant in our ferrilli culture of debate for the betterment of the organization and our clients.
Partner with leadership, sales, and operations to coordinate timely responses to a client request for proposals (rfp), scopes of work (sow), and discovery meetings/documents
Work with leadership and clients to implement and monitor metrics to track success, ensuring phases across pre-sales, sales, delivery, and post-delivery are successful and drive revenue through hitting goals and serve as a client escalation point to resolve project related issues involving delivery issues, project priorities, resources, and/or constraints
Lead and participate on ferrilli assessment team(s) to identify opportunities for client success
Retain customers that utilize our professional services and identify opportunities to expand our scope of work
Requirements
7+ years of functional/technical experience with a preference given to higher education experience
3+ years of leadership experience, managing a team with preference given to experience in a high growth, startup environment
Basic understanding of project accountingYou must be able to estimate and calculate revenue, cost, and gross profit for a job.
Ability to combine entrepreneurial spirit, business, technical and customer interfacing skills
Must have an opinion and be open to critique and feedback in an effort to improve the organization and the outcomes for our clients.
Must be detail-oriented and keep accurate documentation.
Proven success in building and nurturing teams with a focus on optimizing performance, engagement, and productivity
Experience communicating with customers and presenting both technical solutions and business impact
A results-driven leadership style, with the ability to problem-solve and engage the commitment of others in a fast-paced environment
Strong program, project, and process management skills; preferably certified
Willingness to travel (50%-70%)
