Director, Professional Services

Location / Boston, MA, United States

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The Company

Mavenlink is a rapidly growing, globally recognized SaaS company that provides technology, expertise, and support that enables organizations throughout the world to conduct business anywhere, with anyone. We believe every business deserves a chance to succeed in today’s fast-moving, connected economy. That’s why we set out to reinvent the way the world conducts business — and why we need people just like you.

Did we mention that Mavenlink is an awesome place to work? You’ll have the opportunity to work in an energetic environment with a smart team that loves what they do.

The Role

As Director, Professional Services, you will oversee the delivery of services to Mavenlink’s clients and partners. The Director, Professional Services drives the delivery team to adhere to internal processes designed to ensure a consistent, high-quality client experience. The Director monitors employees and evaluates client feedback and ultimately makes recommendations related to process improvements and employee development.

The goal of maintaining a uniform set of processes is to ensure each client experiences a consistent and remarkable client journey. To accomplish this goal, the Director has general oversight of employees involved in the delivery process, including those who are not their own direct reports. The Director is responsible for the escalating team or employee-specific performance issues to the appropriate individuals. Ultimately, the Director holds all departments and employees accountable for carrying out the required processes and tasks.

Location

Open to remote/virtual candidates based anywhere on the East coast.

Key Responsibilities

  • Accountable for the successful completion of delivery team activities
  • Performs and evaluates internal quality assurance reviews related to service delivery, client management, and employee-specific performance
  • Initiates collects and evaluates client satisfaction and feedback related to the delivery team
  • Ensures clients receive the intended value and benefits of services delivered
  • Ensures delivery approach supports Mavenlink’s financial strategies and targets
  • Understands Mavenlink’s technology, product offerings and industries served
  • Understands client use cases and objectives ensuring alignment with the Mavenlink solution to drive desired business results
  • Builds trust with client executives and maintains client relationships
  • Identifies, assesses and solves complex business problems
  • Handles challenging client situations and provides guidance and direction to the delivery team
  • Actively participates in the ongoing improvement of the Mavenlink product suite and the services implementation methodology to build and share repeatable processes and high-quality deliverables to increase efficiencies and reduce costs
  • Provides cross-functional support (e.g., Marketing, Sales, Product Development, other Client Services teams) to ensure appropriate and timely actions are taken to address both internal and client-specific needs
  • Manages the work activities and professional development of up to 10 globally distributed direct reports
  • Fosters and promotes innovative thinking and collaboration across teams
  • Mentors team members, helping them to develop skills and capabilities in support of their professional growth
  • Supports estimation and sales process of Professional Services as needed
  • Leads and contributes to Professional Services initiatives as needed
Qualifications

  • 10+ years of consulting experience with a background in Project Management and Solutions Delivery in a SaaS-based environment
  • 3+ years of manager responsibility in a SaaS-based Professional Services Organization
  • Ability to quickly integrate into Mavenlink organization and demonstrate a true passion for working with clients
  • Ability to maintain a client focus and react quickly to problems while working in a fast-paced and dynamic startup environment
  • Ability to manage expectations and requirements of internal and external stakeholders while performing day to day activities via local and virtual channels
  • Demonstrated experience managing the expectations of high profile clients while building a reputation of trust
  • Ability to interact and perform in a cross-functional team environment while remaining sensitive to the varying cultures of both internal and external organizations
  • Ability to effectively cope with change and maintain high levels of performance while mitigating risk and addressing areas of uncertainty
  • Proven analytical and problem-solving abilities with strong attention to detail
  • Excellent written and oral communication and interpersonal skills
  • Ability to present ideas in a manner appropriate for the intended audience (technical and/or business) both in-person and over virtual communication
  • Ability to develop and provide services industry domain expertise as it relates to Mavenlink’s world-class software solution
  • Experience with software implementations, understanding of SDLC and the ability to execute to project plans and produce client facing deliverables
  • Experience in the areas of financial reporting, business intelligence and key performance metrics
  • Previous services industry experience and/or experience working with a Professional Services Automation (PSA) solution is a plus
  • Advanced degree, Masters in Business Administration, or related technical degree preferred (or equivalent combination of education and experience)
  • Ability to travel up to 25%

Our Philosophy

Working for a successful smaller-size tech company is a lifestyle choice rather than a job choice. We believe every company can be successful with the right technology and that every individual can be successful with the right culture. We believe in collaboration - that working hand-in-hand brings the best thoughts to the table and creates an environment of learning and growth. Here, you’ll enjoy:

  • An intentionally engaging culture - ditch the silo!
  • Competitive pay and benefit options
  • Strong work-life balance as a focus of the company
  • The chance to learn from some of the best people in the business, including the company’s founders
  • A vibrant, collaborative and devoted team, who still makes time for fun
  • Snacks? Check. Drinks? Check. Game nights? Check!

At Mavenlink, we strive to create an inclusive workplace that upholds the dignity of all people. We value, respect, and celebrate everyone’s individualities and honor their unique strengths from all different walks of life. We believe that embracing the diversity of thought and perspective encourages collaboration that leads to product (and people!) innovation, diverse products, and a successful business.

Mavenlink is an Equal Opportunity Employer.

Professional Services

Boston, MA, United States

Our Boston office is located in the heart of the city, at the intersection of the vibrant Downtown Crossing and Theater District neighborhoods. Mavens enjoy a quick commute via the MBTA rapid transit system, biking, or walking to the office. Hundreds of shops, restaurants, entertainment venues, green spaces, and harbor walks are right at our doorstep. Office perks include:

Perks:
  • Weekly Friday happy hour
  • Loaded snack bar
  • Sparkling water on tap
  • Iced coffee, cold brew & Nespresso coffee
  • Team games (including our Ping Pong table!)
  • New Hire Orientation
Benefits:
  • Group Health Insurance including medical, dental, and vision plans
  • Life Insurance
  • Voluntary benefit options such as Auto, Home, and Pet Insurance
  • Paid Parental Leave
  • Voluntary Commuter Benefit Options (FSA)
  • 15 days of Paid Time Off, plus two additional days with each year of employment
  • 11 Paid Company Holidays which includes a Floating Holiday
  • Top Performers employee recognition program
  • Philanthropic, social, and wellness events through MavenLife

If you don't see your dream job listed, tell us a little about yourself and apply here. We are always looking for talented team players to join our growing company.