As a Practice Director within Professional Services you will be responsible for growing and managing a North American Professional Services region. Your team will be accountable for consulting with SumTotal’s growing customer and partner base on the design, implementation, and on-going support of SumTotal’s full suite of products and services. You will also be responsible for managing and handling account escalations as well as providing the required pre-sales support. You will be responsible for ensuring on-time, high-quality deliverables, as well as high levels of client satisfaction. You will be responsible for effectively leading and managing your group in all facets of customer project management including developing project scope, timelines, budgets, deliverable schedules, and allocation of resources. You will also be responsible for identifying opportunities with existing SumTotal customers for additional services. 50% travel required. Responsibilities: • Help build Practice by establishing processes, procedures, templates for pre-sales through delivery while supporting Sales team in a pre-sale support capacity. • Hire and train staff for project delivery while managing 70%+ billable utilization for your team • Manage, mentor and provide coaching to a team of direct reports. • Manage and build client relationships with key decision makers from project inception to post-implementation; ensure customer satisfaction. • Manage account and customer escalations; facilitate on-site client meetings where needed; articulate issues and resolution options clearly and succinctly. • Oversee installation and client acceptance of SumTotal Systems product suites. • Monitor on-site and remote day-to-day activities between client and SumTotal Systems’ personnel. • Interact with sales, systems engineering, and product development to ensure continuity between the organizations. • Plan and manage service schedules and budget. • Provide weekly status reports and project updates. • Provide sales support and look for opportunities to upsell into existing clients. • Assume areas of ownership within Professional Services department for internal and external development of staff, processes, procedures, methodologies, areas of excellence. Requirements & Skills: • A proven leader with 7+ years’ experience managing people • 10+ years’ experience in Professional Services, Support or Consulting in the Enterprise Software space • 5+ years’ experience in a Senior Management role at a top-tier management/technical consulting firm, technology company other professional environment • A minimum of 5+ years’ experience in managing software as a service (SAAS) deployments representing companies such as WebEx, Salesforce.com, Oracle, Ultimate Software, and Sage • Proven track record of developing and maintaining profitable and referenceable customer relationships • Confirmed experience to proactively identify, assess, and mitigate risks during bid development and project execution; manage delivery of projects; identify, develop, and close services engagements; develop winning and profitable proposals • Demonstrate and ensure timely and thorough communication of strategy, deliverable status, and results • Past experience in measuring progress of programs against established objectives such as revenue, expense management, utilization metric, delivery quality, and customer satisfaction • Services relevant examples of monitoring results and taking corrective action to ensure the achievement of the objectives, within budget • Prepare and present business reports - past performance against plan and setting future direction for revenue growth • Past escalation-point experience for all implementation issues with decision maker for resolution • Ability to build out value-proposition presentations for Professional Services during pre-sales cycle addressing all facets of the implementation process • Past experience and responsibility for contract review, negotiation, and approval of all Professional Service implementations • Excellent communication skills both written/oral; excellent presentation and facilitation skills • Technical Degree preferred, Computer Science degree a plus • PMP certification a plus