Job Description

The Director of Professional Services is responsible for creating a team and process that ensures the timely and profitable completion of professional services projects engaged in by Sonic Foundry. The scope of these services includes (but is not limited to) custom development, software training for customers, implementation of software, onsite updates and maintenance of hardware, and software upgrades. The Director of Professional Services will be responsible for creating templates for Statements of Work to scope the work to be done, overseeing high level project management of all ongoing projects, speaking with customers and prospects for spec gathering, and managing individuals that accomplish the work to be done.

Responsibilities

All Professional Services

  • Manage staff and time spent on projects
  • Create and maintain book of services available
  • Ensure sales team is trained and supported to sell professional services
  • Work with sales to sell and fulfill service bookings
  • Develop team members skills and time management
  • Ensure accurate project – level P&L
  • Monitor level of effort spent on services to determine viability

Packaged Professional Services

  • Create or update packaged professional services in line with new or updated product releases
  • Work with sales team to ensure professional services are automatically inserted into opportunities

Custom Development

  • Ensure services are deployed on time in the proper environment
  • Support and make changes to developed code during warranty period
  • Create documentation for Customer Care team to appropriately support services
  • Maintain deployed code for compatibility with base software
  • Work with product team to identify potential productization options
  • Refine deployment processes as necessary

Experience & Qualifications

  • Prior experience leading a professional services team for enterprise SaaS company
  • Experience creating and executing SOWs
  • Ability to manage a team of developers and service professionals
  • Excellent written and verbal communication skills
  • Experience hiring and managing teams in a high growth SaaS environment
  • Process creation and management capabilities

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Contact Information

Location

LinkedIn Profile / Website

Sonic Foundry is an Equal Opportunity Employer

We are an equal opportunity employer that values diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. Diversity and inclusion are both embraced and is a recognized business advantage. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status. Sonic Foundry uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit https://www.e-verify.gov/. Employment is contingent upon passing a background check.

Thank you for your interest in Sonic Foundry!