Director, Cloud Professional Services
CurrentExecuting essential principles of leadership, overseeing a robust portfolio of professional service delivery, helping organizations on board cloud solutions. This includes leading a team of 22 high performance professionals, fostering c-suite level client management relations, driving project management goals in alignment to revenues, curating solution focused designs in product delivery, and ensuring quality metrics for success across all deliverables.Major Functions & Role Responsibilities:• Enterprise Business Success: - Working across the business, align core organizational revenue goals- Lead all major implementation initiatives to meet client objectives. - Highly effective at obtaining core resources to create efficiency standards.- Managing senior level approvals to drive service timelines- Credited for the effective reduction of project implementation costs by 18%+• Innovative Team Management:- Apply a Socratic approach to the growth of the Professional Services Team- Focus on active learning, critical thinking, and client facing value positioning- Skilled at creating upsell & cross selling strategies- Helped drive revenue gains by 30% across the business• Cross Divisional Communication: - Promote an ‘open to challenges’ approach to customer focused service delivery. - Foster team continuity between sales, marketing, business services, & finance teams - Known for removing gaps in communication to drive new business• Strategic Planning & Alignment: - Map out annual client success objectives- Pinpoint core areas of need through careful assessment of Genesys services- Review market insights to assess shifts in industry• Customer Service: - Establish core metrics for quality Professional Services - Oversee customer contracts, ensure compliance, and prioritize customer needs- Credited for elevating customer satisfaction score from 80% to over 90%.
