Director, Professional Services

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• We offer highly competitive benefits packages for every lifestyle.
• No one likes working in a box, right? That’s why in our office locations we have open work environments with optional standing desks, soft drinks, gourmet coffee machines and fresh fruit to get your day going! Oh, and a patio balcony with BBQ’s for those days when the weather is behaving.
• We believe in regular fun office events and monthly happy hours!
• We offer flexible work hours and we are family friendly.

Planview is an Equal Opportunity Employer