Company Overview
Planview has one mission: to build the future of connected work, from ideas to impact.As the global leader in work and resource management, Planview helps organizations accelerate the achievement of what matters most, supporting our customers from need to speed, from passion to progress, and from overhead to optimization. We provide the industry’s most comprehensive solutions designed for strategic planning, portfolio and resource management, Lean and Agile delivery, product portfolio management, capability, and technology management (enterprise architecture), innovation management, and collaborative work and project management. Our connected platform of solutions underpins the business and digital transformations of more than 4,500 customers globally, including 59 of the Fortune 100.At Planview, our people connections drive our innovation and success. Our global team of 1400+ work remotely and across our offices including Austin, Vancouver, Hod Hasharon, Bangalore, Sydney, and Stockholm. We’re proud of our world-class, connected culture built on our shared values, that supports our teams to be successful from anywhere.Learn more about our portfolio at planview.com, and connect with us on LinkedIn, Instagram, and X.
The Opportunity
The Director, Professional Services Capability & Innovation Center (CIC), is responsible to lead and manage Planview’s Professional Services Engagement Management team based in the CIC located in Bangalore. The Director, Professional Services is responsible for ensuring the success of Planview implementations and maximizing value of the Planview solutions for the India & SEA customer base. This role owns the services delivery within the region while driving, scaling, and inspiring a talented team of individuals focused on global project delivery.Reporting to the VP Professional Services Global CIC, the ideal candidate has a unique combination of leadership, business, consulting, and enterprise software implementation experience. The Director Professional Services is a customer-facing, strategic leadership role responsible for ensuring delivery alignment between Planview and our customers while leading our teams in empowering customer to realize the future of connected work. This role requires strong relationship-building skills, creativity, exceptional communication skills, and a customer first attitude. In addition, it requires effective collaboration across the APAC internal & external ecosystem (including sales leaders, regional peers, partners and more) along with global peers.
What You'll Do
Leadership and Strategy:
- PS Delivery management to achieve India & SEA regional revenue and global profitability targets, while ensuring customer value achievement and satisfaction with services.
- Managing a team of Engagement Managers, ensuring employee skill development, engagement, and satisfaction.
- Provide strong leadership, guidance, and mentorship to the teams, fostering a culture of collaboration, innovation, and accountability.
- Serve as escalation point for the region’s customer issues to ensure they are resolved quickly and drive toward anticipating issues and resolving them in advance.
- Reduce customer churn, upsell, cross-sell and expansion of services.
- Increase customer satisfaction through delivery of a programmatic customer journey that delivers value outcomes for our customers.
- Excels at communicating value to customers and drives and coaches the team to do the same, routinely leading C-level conversations.
- Forecasts revenue and coaches the team on operational hygiene
- Leads the team to proactively identify and exploit opportunities to increase Planview’s value-add across all portfolios.
- Builds strong, trusted, and influential relationships with key strategic customers.
- Establishes individual performance goals and priorities, review performance against goals. Plan, approve, and implement programs for the timely development and progress of each individual.
- Scale the business, maintaining a foundation of operational rigor and execution excellence, activating partners and Capability & Innovation Center (CIC) as a path to scale.
- Drive continuous improvement initiatives to enhance service delivery, efficiency, and customer satisfaction.
Service Delivery Optimization:
- Drive continuous improvement initiatives to enhance the efficiency and effectiveness of service delivery processes by working collaboratively with Regional Professional Leaders and their teams.
- Collaborate with cross-functional teams to ensure seamless integration of services with product development, sales, and customer support.
- Ensure world-class quality execution across all engagements. Provide leadership, guidance, and management to continuously improve service and employee engagement while fostering a culture of accountability, ownership, innovation, and inclusion.
- Provide executive oversight on a portfolio of complex projects, monitoring progress, resolving issues, and mitigating risks proactively.
- Oversee the successful execution of internal innovation initiatives/projects, ensuring adherence to timelines, budgets, and quality standards and driving business outcomes & value to the Customer.
- Have a data-driven approach to manage revenue, profitability, utilization, margin, and engagement health.
Client Engagement:
- Build and maintain strong relationships with key clients, understanding their needs and ensuring the successful delivery of services.
- Act as a trusted advisor to clients, offering insights and recommendations to optimize their use of professional services.
- Be obsessed with customer satisfaction, including the ability to identify business needs and opportunities for upsell, expansion and service improvement.
- Passionate about reaching out to and engaging with customers to ensure satisfaction with their Planview product experience.
- A balance of empathy for customers with a passion for revenue and growth for the company.
- Ability to manage a PS team toward achieving business goals.
- Ability to develop clear understandings of customers’ needs and the ability to incorporate them into a solution.
- Highly self-motivated and self-directed.
- Ability to effectively prioritize and execute tasks.
Resource Management:
- Oversee resource allocation, including staffing levels, skills development, and performance management.
- Recruit, develop, and retain top talent, fostering a culture of continuous learning and professional growth within the professional services division.
- Conduct regular performance evaluations, provide constructive feedback, make hiring decisions, and facilitate training and development opportunities for team members.
- Promote a collaborative and inclusive work environment that encourages teamwork, innovation, and knowledge sharing.
Financial Management:
- Develop and manage budgets for Professional Services, ensuring financial targets, billable utilization targets are met while maintaining service quality.
- Implement cost control measures and analyze financial performance regularly.
Quality Assurance:
- Implement and maintain robust quality assurance processes to ensure the delivery of high-quality services.
- Monitor key performance indicators (KPIs) and implement corrective actions as necessary.
Market Awareness:
- Stay abreast of industry trends, market dynamics, and emerging technologies to drive innovation and maintain a competitive edge.
- Identify new opportunities for service expansion and revenue growth.
What You'll Bring
- Bachelor’s degree in a relevant field; master’s degree preferred.
- 12-15 years of experience as a results-driven Professional Services Leader in the enterprise software space
- Proven experience in a leadership role overseeing Professional Services in a global context. Experience owning P&L will be a plus.
- Strong understanding of the PPM industry and its service delivery models.
- Excellent communication, negotiation, and interpersonal skills.
- Demonstrated ability to develop and execute strategic plans.
- Experience overseeing and engaging Fortune 500 clients implementing enterprise SaaS projects.
- Strong organization skills with experience working across large multi-functional teams and in a matrixed leadership environment.
- Proven ability to lead a team at a fast paced, growth focused company.
- Experience scaling a Professional Services organization in delivery of implementation, enablement services, platform integration, analytics and data services, and ongoing advisory services that support our customers in value achievement.
- Experience in rapidly scaling a services business by activating a strong partner program.
- Ability to hire, engage, & motivate great diverse talent.
- A people-focused leader with the ability to build creative, collaborative teams, develop people, and link performance to high growth business objectives
- Ability to engage and influence people cross-functionally.
- Experience in a fast-paced environment and ability to reprioritize while focusing on long-term priorities.
Benefits At Planview
At Planview, you’ll join our global team and culture which reflects the vibrant communities in which our employees live and work. To support you at Planview, you will enjoy:
- Unplugged Days: 4 company-wide paid days off per year to recharge and relax.
- Generous PTO offerings (region dependent).
- Region specific competitive benefit plans to support you at any life stage including parental leave, retirement, medical plans, wellness support, and remote work support.
- Paid time to volunteer through Planview’s Force for Good Week.
- Employee Referral bonus program.
- Weekly office lunches for hybrid team members and social events.
- Flexible work hours/environment.
Now is a great time to join our team. If you are looking for a place to grow your career, innovate with best-in-class solutions, and build the future of connected work, Planview is the right place for you!
Diversity, Equity and Inclusion at Planview
As part of our efforts to build a workforce with diverse talent, we encourage applications from Indigenous, Black, and other racialized communities, 2SLGBTQIA+ communities, people with neurodivergence, immigrants, people with disabilities, and other equity deserving groups. In addition to building a diverse workforce, we are committed to fostering an inclusive and accessible experience. Reasonable accommodations for the interview process can be requested by emailing recruitment@planview.com.
