Director Flow Professional Services


February 24, 2021

Utah, US

Job Description:
The Flow Director within our Professional Services (PS) organization will lead a team of Flow Product Line Consultants/Engineers including Flow On-Boarding, Flow Implementation Engineers and TAM’s. The Flow Director is responsible and accountable for ensuring the successful management of all aspects of service delivery for Flow Projects and the success of Customers on the Flow Platform. This includes the responsibility of the entire Flow Professional Services team resulting in timely completion of projects and project acceptance. This is a professional level position and as such it is imperative that you are self-directed and motivated.
What you’ll own:

  • Ensuring team members successfully execute against Flow Product Line Service Offerings to ensure customer satisfaction of all of our Flow Customers that have purchased Service Offerings

  • Working with SBO to expand build and execute new Services (related to the Flow Product line) that are aligned to our Corporate Vision & Strategy

  • Develop data tooling and automation needs for the team

  • Managing Resource demand and assignment of customer projects for designated team

  • Driving to utilization and service margin targets for all assigned Services

  • Ensuring that Customer Satisfaction and SLAs are achieved for designated Services

  • Be Escalation contact for Customers for designated Services

  • Contribute to development of future Services that support PS Platform Strategy and hire and develop the new capabilities (that don’t exist today) that are required to deliver those new services

  • R egular contact of the ProServ team, including regular 1:1 meeting, reviews as are timely, and input about team members promotions and pay increases

  • Serve as a point of feedback for your team or product improvements to the Flow Product Line

  • Driving high team morale and role modelling our corporate values

  • Ensuring team members are growing and developing professionally

Experience you’ll need:

  • Bachelor's Degree from an accredited college or university in a technical field, MBA a plus

  • 5+ years of demonstrated management experience in an enterprise tech environment (preferably SaaS) with experience delivering to large, complex enterprise customers

  • 2+ years of experience leading projects/programs in a fast-paced, rapidly growing organization

  • Understanding of modern software development processes; agile, scrum, etc

  • Experience leading and developing a Service Line in a Professional Service organization

  • Experience managing a services team, including recruiting, training, staffing, and performance management

  • Demonstrated ability to manage ambiguity and apply problem-solving skills to unique situations

  • Strong operational management, project management, consulting, and process improvement skills

  • Track record of success in professional services

  • Skilled in adapting services and methodologies to customers/projects

  • A dept at leading scalable process development

  • Proven, hands-on experience successfully implementing SaaS and/or enterprise solutions

  • Ability to travel up to 10% of the time