Senior Director Professional Services (all genders)

The Senior Director, Professional Services plays a pivotal role in overseeing the successful implementation of Icertis Software projects mostly related to our strategic partnership with SAP (Solution Extension). Reporting to the Corporate Vice President of Professional Service, this position manages a team for deploying our solutions to customers across Europe. We are seeking someone with extensive experience in large-scale implementations who can drive solution-focused discussions with customers. This role encompasses P&L management, customer success, and fostering growth.  

 

This position can be based anywhere in Germany, for a preference for Frankfurt or Munich, where we have offices. 

• Provide strategic guidance in client implementation service delivery, managing implementation projects, staffing, and ensuring customer satisfaction. 

• Maintain tight control over project schedules, budgets, and risk management while keeping projects on track. 

• Proactively identify project risks and offer prudent recommendations for risk mitigation. 

• Set and manage client expectations and execute project work plans. 

• Act as a key advisor to the team, guiding the direction of implementation and professional services efforts. 

• Keep a close eye on capacity, implementation workload, and resource constraints, providing advanced visibility into potential risks. 

• Identify training needs for Professional Services teams and coordinate the development of new training materials. 

• Ensure budgets, schedules, and performance standards are met. 

• Drive process improvements, develop policies, procedures, methods, and tools to enhance service delivery and customer value. 

• Serve as the primary point of contact for customer escalations during implementation. 

• Collaborate closely with Product Management, Engineering, QA, and cross-functional teams to enhance the customer experience. 

• Work in tandem with the Partner team to train and enable partners in implementing Icertis Software. 

• Track record of experience managing high-performing Professional Services teams within a product or services company, where service delivery is the primary focus. 

• Project management or consulting experience in a SaaS company. 

• Fluency in German and in English is required. 

• Profound experience in Procurement is preferred. 

• Proven ability to manage large, complex programs within a fast-paced, matrix management organization. 

• Strong interpersonal skills with a demonstrated ability to engage and influence effectively at all organizational levels. 

• Proficiency in data evaluation to identify potential issues and mitigate risks, enabling informed judgements. 

• Exceptional client relationship management skills, coupled with a solution-oriented mindset and the ability to execute implementation plans for a successful go-live. 

• A track record of delivering solutions successfully, managing multiple complex projects, handling priorities, and meeting strict deadlines. 

Icertis is the global leader in AI-powered contract intelligence. The Icertis platform revolutionizes contract management, equipping customers with powerful insights and automation to grow revenue, control costs, mitigate risk, and ensure compliance - the pillars of business success. Today, more than one third of the Fortune 100 trust Icertis to realize the full intent of millions of commercial agreements in 90+ countries.