Director of Professional Services - Americas

Position Overview

We are seeking a dynamic Director of Professional Services to lead our Americas Professional Services team within the Digital Science and Automated Solutions business. In this role, you will be responsible for driving innovation and implementing transformative initiatives that align with our business objectives. You will cultivate strong customer relationships, proactively engage with clients, and expertly resolve customer issues. Your leadership will be pivotal in fostering a culture of creativity and continuous improvement, ensuring our services consistently meet and exceed industry standards and customer expectations.

A Day in the Life

• Trusted partner and advisor to regional and global sales, marketing, product, services, support teams, and our customers, to drive and sustain business growth in the region.
• Lead the regional, multi-national and multi-cultural Asia Pacific services team to deliver business results while optimizing for skills, efficiency, utilization, and margin.
• Effectively handle customer relationships, proactively engage with customers, and successfully resolve customer issues.
• Partner with regional sales leadership through all aspects of the sales process to provide timely input into deal structure, delivering well written statements of work and effort estimates, articulating clear and concise responses to customer needs/ tender documents, and effectively anticipating and handling objections.
• Achieve Revenue and Profitability Goals.
• Work closely with Support, Product Management, and Engineering to assure a positive customer experience.
• Represent services in the quality management representatives’ team.
• Manage customer satisfaction concerns and complaints effectively, prioritizing issues based on customer impact and other factors.
• Track and report on all key performance indicators for services, including but not limited to accurate forecasting of services invoicing, effective delivery capacity planning, and resource utilization across internal and partner personnel.
• Contribute to driving continuous process improvements while ensuring compliance with existing quality management system & business processes.
• Facilitate team and customer meetings effectively; deliver engaging, educational presentations both to internal and external audiences.
• Work closely with the global services organization to implement a consistent Implementation Methodology.
• Build and lead a strong, motivated team through management and personal development of its members, investing adequately in hiring, training, and career development of team members.
• Act as critical issue points for department processes.
• Responsible for the timely, accurate billing of service time and expenses.
• Lead the ongoing evolution of the Global Services organization – attracting and retaining the best talent, simplifying our delivery processes while improving quality, adopting modern tools to support services operations.
• Drive and sustain a culture of continuous improvement, learning, and innovation by engaging with our broader teams and customers to further enhance our product and solutions portfolio, with a focus on accelerating time to value for customers through high quality services delivery and creating reusable services & solutions assets.

Keys to Success

Education

• Bachelors or master's degree in CS, Engineering, Life Sciences, or equivalent.

Experience

• At least 10 years of proven experience in building and leading regional enterprise software services teams for life and laboratory sciences markets across the Americas.
• Experience with software and services for clinical diagnostics desirable.
• Proven experience and leadership leading a regional, multi-national informatics software services team to deliver results across customers in the Americas.
• Experience spanning all aspects of enterprise software services.

Employment Type

• Full time

Work Schedule

• First Shift (Days)

Environmental Conditions

• Office

Salary

• [Salary information not provided]

Location Type

• [Location Type information not provided]