Director of Professional Services, Milana

Aderant is seeking a Director of Professional Services for our new SaaS soloution.

Aderant is a global industry leading software company providing comprehensive business management solutions for law firms and other professional services organizations with a mission to help them run a better business. We are motivated by a collective desire to drive the legal industry to the forefront of innovation. With over 2,500 clients around the world, including 95 of the top AmLaw 100 firms, we are changing the outside perception of the legal sphere; where there was once resistance to modernization, we are creating a culture that embraces new ideas and technology.

At Aderant, the “A” is more than just a letter. It is a representation of how we fulfill our foundational purpose, serving our clients. It embodies our core values and reminds us that to achieve success, every day must start with the “A”. We bring the “A” to life by fostering a culture of innovation, collaboration, and personal growth. We encourage our diverse teams to bring their whole selves to work – ideas, experience, and passion – to drive our mission forward. Our people are our strength.

The Professional Services Director will report to the Vice President of Professional Services and will be a key member of the Professional Services leadership team. This individual will be responsible for managing the day-to-day performance and operations of customer software implementations for the North American Docketing Professional Services team.

Strategy and Planning
• Partner with VP and Leadership team in defining organizational goals and strategic plans. These goals will focus on driving profitable and efficient services delivery while delivering best in class services to drive high customer satisfaction
• Identify and prioritize key initiatives to support new business and the migration of existing clients to strategic solutions.
• Collaborate cross organizationally to ensure that services practices and processes are aligned with supporting functional groups
• Manage customer relationships and overall satisfaction for clients within the practice area portfolio

Drive Performance
• Manage the business to achieve Professional Services business, revenue and expense goals (i.e., capacity planning and staffing models, strategic customer initiatives, Professional Services critical initiatives, etc.)
• Create and implement repeatable processes to ensure services and practices are aligned to maximize efficiency and profitability
• Manage and monitor performance against KPIs, metrics and utilization targets (i.e., billable utilization, productive non-billable utilization, customer satisfaction, average bill rate, etc.)
• Identify opportunities to create efficiencies and economies of scale in the service delivery model and create and implement strategies to realize these opportunities
   o Implement key changes in service delivery
   o Drive accountability and increase focus on delivery standards
   o Drive predictable outcomes
   o Share and create transparency across functions and teams

Leadership
• Develop and implement professional services go-to-market plan and ensure alignment across business units
• Collaborate with Sales in developing joint strategies in winning new business

• Demonstrated success as a seasoned manager with ability to hire, mentor, coach and develop a high performing Professional Services team
• Customer facing experience within a software vendor, implementing enterprise applications
• Proven track record of driving organizational change and implementing best practices to instil rigor and process
• Experience implementing project management best practices with toolsets and processes to drive repeatable and efficient service delivery
• Passion for delivering quality implementations and driving high customer satisfaction
• Excellent verbal and written communication skills