Head of Professional Services
Our client, a leading SaaS/Software company, is seeking a skilled Head of Professional Services to oversee the delivery of ERP implementations to clients. This role involves managing projects and coaching team members on complex solutions, ensuring successful delivery and client satisfaction. The position offers a dynamic work environment with opportunities for professional growth and development. This is a hybrid role, requiring the successful candidate to work from the office at least three days a week.
Responsibilities:
- Collaborate with internal leaders, including sales, to ensure proper requirements and solution design handoff.
- Communicate relevant enhancements with product management and development teams to impact customer implementations and success.
- Develop a methodology to profitably deliver ERP solutions on a short time horizon, minimizing implementation overhead for the customer.
- Train and mentor consultants and partners working with ERP implementations.
- Take ownership of customer requirements and challenges from start to finish, ensuring their success using ERP technology.
- Lead requirements-gathering sessions to understand customers' ERP needs and challenges.
- Offer guidance and direction to ensure implementation configurations are designed with operational best practices in mind.
- Develop relationships with clients through face-to-face and remote discussions, workshops, phone, and email contact.
- Lead customer testing and UAT sessions.
- Manage project risks and develop contingency plans as necessary.
- Deliver post go-live configuration changes.
Requirements:
- Excellent communication skills, both verbal and written.
- 10+ years of hands-on ERP experience, including at least 7 years of full cycle ERP implementation experience with NetSuite, SAP, Oracle, or Workday.
- Experience implementing ERP for customers with subscription and/or consumption models in the SaaS/Software industry.
- Experience working in both consulting and software companies is a plus.
- Creative and out-of-the-box thinking to apply new technology and challenge traditional views of ERP implementations.
- Ability to be productive in a globally distributed team through overcommunication, self-discipline, and self-motivation.
- Located in the Bay Area.
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