Senior Director
Profesional Services
Posted on 3/18/2024
Ironclad

501-1,000 employees

Digital contracting platform
Company Overview
Ironclad is on a mission to empower legal teams to do great things for their organizations. The company develops software that automates the administrative work behind business contracts.
AI & Machine Learning

Company Stage

Series E

Total Funding

$344.2M

Founded

2014

Headquarters

San Francisco, California

Growth & Insights
Headcount

6 month growth

0%

1 year growth

4%

2 year growth

15%
Locations
San Francisco, CA, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Sales
Communications
CategoriesNew
Strategy Development
Business Development
Business & Strategy
Requirements
  • 10+ years of career experience in consulting and professional for software companies, SaaS preferred, including 4+ years in professional services leadership or 4+ years in customer success leadership.
  • Experience working with Implementation Partner ecosystems to include subcontracting, co-delivery, and supporting partner certification and enablement.
  • Ability to successfully navigate complex organizational structures (internal and external), often with highly ambiguous objectives and success criteria.
  • Extensive customer-facing experience including the ability to lead customer design/requirements gathering processes, lead the successful implementation of large scale, complex projects.
  • Experience building and managing a team with the ability to effectively balance resources based on customer needs and internal processes.
  • Proven ability to implement operational management systems including project status reporting, and resource planning.
  • Demonstrated capability to establish meaningful relationships with customers, hold customers accountable, manage customer expectations and escalations effectively.
  • Demonstrated ability to maintain relationships and alignment with other internal teams and stakeholders, especially Sales and Customer Success.
  • Outstanding interpersonal skills, along with strong communication skills both verbal and written.
  • Comfortable traveling for work as needed (expected < 20%).
Responsibilities
  • Lead our global professional services organization of Legal Engineers, Implementation Managers, Enterprise Architects and Services Engagement Managers.
  • Help to develop a healthy partner ecosystem, working with our Partner team to evolve implementation partner enablement, subcontracting, and direct delivery options.
  • Collaborate with other functions across the company as a key partner to global Professional Services strategy development and execution, including Finance and CS Operations, to maintain a reputable and trustworthy global capacity model that supports utilization targets and defines hiring plans.
  • Evolve standard package and custom implementation offerings and methodology ensuring they’re priced appropriately and driving successful customer outcomes. You’ll also need to evaluate and develop new PS offerings to support Ironclad growth strategy.
  • Be accountable for the global services quarterly and annual revenue targets, while holding the team to the highest standard of customer experience.
  • Establish and maintain a culture of mutual accountability between PS and customers.
  • Partner with other teams (Sales, Customer Success, Support) for continuous improvement of our customer engagement methodologies.
  • Develop a successful evolution of the capability of Ironclad Professional Services - roles and responsibilities, career paths, scalability of team, capacity, and delivery excellence.