Senior Director of Professional Services

Description

2024 Senior Director of Professional Services – Public Safety

Tyler Technologies is seeking an experienced Senior Director of Professional Services for the Public Safety division. The role of the Senior Director assumes responsibility for all aspects of the division’s services delivery portfolio, to include project management, configuration and implementation, training, technical delivery services and data conversion practices. The main objective of the position is to ensure the professional services team delivers a market-leading suite of offerings with the highest degree of quality while meeting financial and client outcomes.

Responsibilities

• Manages the day-to-day operations of the professional services organization, providing leadership, communication to optimize project delivery and time to value for clients.
• Full profit & loss responsibility for the professional services organization, to include expense management, services revenue, multi-quarter forecasting, and contractual compliance
• Continue to build and develop an organization that can dynamically scale with a rapidly growing sales channel.
• Acts as Executive Sponsor for various projects for executive oversight and leadership as well as gaining insight for future improvements.
• Embraces cloud project delivery as a differentiated client experience and leads teams through this on-prem to cloud transformation.
• Partners with sales leadership during pre-sales for project presentations and/or contract negotiations as well as to provide a warm transition for new customers from the sales phase to the implementation phase.
• Recruit, lead, build, cultivate and manage best-in-class customer services teams.
• Delivers performance feedback, reviews, and development for the department
• Establishes and maintains an effective system of communication throughout the organization and ensures clear communication of strategy to teams.
• Fosters a proactive-based collaborative culture enabling the team to deliver implementations and with more efficiency and with a high degree of customer communication and interaction.
• Foster a culture of accountability, client focus and discovery, and growth
• Performs other job-related duties and responsibilities as may be assigned from time to time
  
  

Qualifications

• 10+ years of services team management experience within a software company.
• A minimum of a B.S. or B.A. degree or equivalent experience is required.
• Has worked for a software company with similar complexities associated with licensing agreements, sales model.
• Has 3+ experience in leading delivery of software solutions in the cloud.
• Proactive & creative problem-solving skills and ability to evaluate options, analyze complex problems, present possible solutions in a simple, easily understood manner.
• Implement best practices, and continuous process improvement via establishing/measuring key performance indicators and tracking mechanisms.
• The ability and willingness to make tough calls and, if necessary, take tough actions to further the business.
• Action oriented and willing/able to function in a continually transforming environment.
• Clear thinker, with a structured approach to identifying and solving problems.
• Technically proficient, willing and able to dive deep into the details if necessary.
• Understands and values the use of technology for optimal effectiveness
• Excellent interpersonal skills including verbal and written communication, teamwork, and customer service