Job Description

Company overview:TraceLink's software solutions and Opus Platform help the pharmaceutical industry digitize their supply chain and enable greater compliance, visibility, and decision making. It reduces disruption to the supply of medicines to patients who need them, anywhere in the world.Founded in 2009 with the simple mission of protecting patients, today Tracelink has 8 offices, over 800 employees and more than 1300 customers in over 60 countries around the world. Our expanding product suite continues to protect patients and now also enhances multi-enterprise collaboration through innovative new applications such as MINT.Tracelink is recognized as an industry leader by Gartner and IDC, and for having a great company culture by Comparably.OverviewThe Senior Director, Network Success and Services reports to the VP, Network Success & Services and leads a team of Professional Services (PS) consultants and Managers that deliver TraceLink's SaaS solutions to our customers. The organization under their purview could be a geographic based team or a vertical practice and may span a number of shifts. Their primary role is to direct the development and delivery of profitable professional services to customers and partners following our standard implementation processes. In addition, they will lead the customer relationship management process to ensure customer satisfaction and to identify and define solution opportunities that resolve customer business challenges. As the Site Director, they will act as the primary leader for the Services Organization and help with key decisions for offices and teams in their region.ResponsibilitiesCollaborate closely with Sales in effectively positioning our solutions and services including providing proposals and writing Statements of Work (SOW's) and Requests for Proposal (RFPs). Approve all SOW's and RFPs for work to be delivered in your area of responsibility.Balance sufficient delivery capacity with expected demand and adjust capacity to meet market demand while maintaining margins.Collaborate with other Network Success & Services Leaders in a matrixed organization to source/share resources in support of market demand and overall PS financial objectives.Hire, manage, and develop professional services consultant and management personnel to meet demand and within budgeted guidelines.Either directly, or through the reporting Network Success & Services Managers, make staffing decisions on projects including the use of certified TraceLink Service Partners (SP).Through our solution commercialization process, bring to market new, innovative PS solutions that are profitable and support the company's long term objectives.Ensure the preparedness of Network Success & Services staff to deliver highly effective solutions to customers profitability, on-time, and on budget (per SOW).Manage a team of Network Success & Services Managers (as applicable), project managers and application/technical consultants, holding them accountable for the quality of their delivered service as well as their billable utilization.Manage the profit & loss for your PS business. Make staffing, pricing, and operational expense decisions that achieve and exceed TraceLink financial goals. Monitor and ensure billable utilization targets are met for the organization.Provide regular status and/or progress reports to senior management regarding the status of customer implementations, financial results, billable utilization, and other areas per the direction of the VP, Network Success & Services.Act as an escalation point for customer issues, work directly with customers, PS staff, Support, Center of Excellence, Engineering, Product Management, Customer Relationship Managers, etc. as appropriate to resolve the situation.Proactively establish relationships with strategic customers to ensure their success and glean important information about the industry and how our products and services are serving the industry needs.Ensure the accurate and timely processing of key administrative data - timesheets, expense reports, project status reports, customer satisfaction (R/A/G status), project milestones, etc.Collaborate closely with Partner Management to provide feedback on Service Partner performance, determine required SP staffing needs, contract or billing issues, and general SP management.Create a positive culture and ensure team adherence to office policiesRepresent the Services Team in leadership decisions within their region.Skills & CompetenciesTechnologyHigh proficiency working with Microsoft products (Office, Outlook, Visio, SharePoint), Google products (Gmail, Calendar, Drive, Docs, Sheets, Slides, Groups, Hangouts, Forms), Salesforce and other industry standard collaboration tools (Slack, etc.).Extensive experience working with Professional Services Automation (PSA) solutions such as Clarizen.Planning & OrganizationHas a keen ability to discern what are the most important tasks to prioritize and how to effectively delegate.Detail oriented; pays attention to, and follows up on, the important tasks.Able to effectively organize & delegate tasks and responsibilities - disciplined in follow up to ensure completion and hold delgates accountable for results.Able to quickly and effectively analyze complex problems and come up with solutions.Results driven in meeting all goals, commitments, and deadlines - holds self and organization accountable for results.Able to effectively interview candidates and discern who to hire that will ultimately be successful in their role.Provides leadership and initiative in planning and anticipating future needs in order for organization to be prepared and avoid negative surprises.CommunicationSuperior communication skills with the ability to convey a clear vision in support of our objectives.Excellent verbal and written communication skills, with extremely high standards for documentation.Excellent listening skills in working with both employees and customers.Comfortable and proficient with public speaking abilities.Comfortable and proficient in speaking at any level (CxO) internally and externally.Leadership & TeamworkSuperior leadership skills - decisive and courageous, doesn\'t shirk from tough decisions or conversations.Commands respect through actions and competency.Highly effective problem solver, quickly identifies root cause(s), implements a corrective course of action, and highly disciplined in follow up to ensure completion.Highly effective at recognizing talent and high potential staff, excels at developing their talents to enhance the effectiveness of the organization.Effective at anticipating future talent needs and taking timely action to properly staff.Strong interpersonal and leadership skills, willing and able to make tough decisions regarding personnel and customer situations.Demonstrates cross-departmental leadership to organizations that may not be within his/her direct purview.Able to delegate tasks and responsibilities as both part of employee development and effective time management.Able to effectively organize organizational responsibilities with little to no direction - highly disciplined in follow up to ensure completion.Able to effectively deal with conflict resolution both within their organization and across departments.Able to organize, build, and motivate large organizations to achieve goals and objectives.Recognizes and advocates for organizational changes necessary for developing and keeping top talent.Committed to continual learning and professional development of him/her self and their team.Able to provide high impact performance feedback to employees.Effective collaborator and influencer with other departments and people to help the organization.Performs job with the highest level of integrity and honesty.A demonstrated understanding of when and how to be flexible, and when and how to be firm.QualityFocused on the quality and accuracy of the information and data they personally produce, particularly department status, results, and budgets.Continually measures/monitors the quality of work products and communications from their teams and holds them accountable for outputs.Sets a clear strategic direction to the organization on the importance and impact of high quality on the customer experience and financial results.Customer ServiceInnovative and intuitive - continually seeks a better experience and solution for our customers.Focused on customer success, whether it be compliance driven or business value. Proactively seeks and analyzes customer feedback in order to affect positive change in how we deliver our services. Holds self and team highly accountable for customer satisfaction results.Superior ability to quickly and effectively analyze problems and come up with solutions.Essential QualificationsBS/BA degree required. MBA or graduate degree in applicable field preferred. 15+ years progressive experience successfully managing a large ($10M+) professional services practice with profit & loss responsibility.Strong experience in Life Sciences industry and supply chain management.Demonstrated track record of success with project and solution delivery management.Demonstrated success managing a department level P&L with particular emphasis on delivering expected margins.Experience with creating, and managing to, an operating budget.Able to travel domestically and internationally as needed (up to 50%).Desirable QualificationsExperience managing international businesses is a plus.Additional language skills beyond English is a plus.Experience within various Services departmentsPlease see the for more information on how Tracelink processes your personal information during the recruitment process and, if applicable based on your location, how you can exercise your privacy rights. If you have questions about this privacy notice or need to contact us in connection with your personal data, including any requests to exercise your legal rights referred to at the end of this notice, please contact .

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