Director, Professional Services | PMO Leader

Director, Professional Services

The Director, Professional Services (PS) is responsible for growing and executing the delivery of services at the highest level of customer satisfaction, while fostering a culture of growth and collaboration within the Professional Services organization.

This role includes direct oversight of the Project Management Office (PMO) within Services — a function that differs from other departmental leadership roles by focusing on project governance, forecasting, and resource planning. The PMO ensures consistent, high-quality SaaS implementations through standardized processes and strategic alignment across teams. The PMO Director aligns business objectives with employees and management across the business unit, building partnerships that deliver value-added service to both internal and external customers.

Duties & Responsibilities

• Lead portfolio management across all active implementation projects, ensuring on-time, on-budget, and high-quality delivery.
• Conduct regular portfolio reviews to identify risks, dependencies, and resource constraints.
• Lead all aspects of customer success related to PS delivery of all products.
• Direct management and leadership of the PS team, to include employee development and performance management.
• Meet organization goals and manage to successful customer experience, revenue/expense targets, and utilization.
• Build key customer relationships at executive and senior management level.
• Develop plan for and monitor success of customer retention programs.
• Identify career paths for PS team members through goal setting, continuous feedback, mentoring, and training.
• Systematically cultivate and maintain long-term, collaborative relationships with key stakeholders and with selected organizations to achieve mutual goals.
• Keep up to date on issues affecting the industry and healthcare regulations; develop strategies to address these issues.
• Actively seek out opportunities for revenue generation and strategic partnerships to support growth.
• Drive continual process improvement; identify and implement automated processes between sales, implementation, training, and billing for professional services.
• Participate in financial forecasting and planning along with other members of the management team.
• Work cross-department to ensure client success.
• Deliver a strong and positive P&L.
• Drive high levels of customer satisfaction and billable utilization rates.
• Facilitate the development, maintenance, and monitoring of PS organizational plans.

Skills Required

• Bachelor's degree in a business or technical discipline.
• Three to five years of software applications experience, with five years of experience in management and leadership experience (staff and budget responsibility) in services delivery within a software solutions company.
• Familiarity with healthcare IT landscape.
• Proven experience leading a PMO or project delivery function within a SaaS or healthcare technology environment.
• Strong understanding of project governance, resource planning, and portfolio management.
• Ability to implement and scale standardized project management methodologies (e.g., Agile, Waterfall, Hybrid).
• Experience with project management software and reporting tools to drive visibility and accountability across teams.
• Skilled in risk management, change control, and escalation handling across complex implementations.
• Possess a "can-do" perspective in their professional attitude and demand excellence of themselves.
• Ability to scale and profitably grow a professional services business focused on predictable implementation.
• Ability to drive organizational change and align teams to meet corporate and departmental objectives.
• Experience as a seasoned manager people leader with ability to hire, mentor, coach and develop a geographically dispersed high performing Professional Services team.
• Excellent client relationship management skills, and ability to play a trusted advisor to C-level customer executives to execute an implementation plan that works towards a rapid, successful go-live.
• Excellent customer interaction, presentation, written and oral communication skills, with the ability to present to different audiences and bring the message across in a concise, professional manner.
• Track record of successful solution delivery with demonstrated success managing multiple complex projects, juggling competing priorities, and meeting exacting deadlines.
• Experience scoping and estimating project effort, documenting solutions, and presenting the content to customers as well as a sound understanding of project control KPIs.
• Excellent time management, resource organization, priority establishment, and delegation skills.
• Ability to multi-task in a fast-paced environment with a keen attention to detail.
• Ability to shape, influence, and reinforce the symplr culture and common values to the team.
• Strong written and verbal communication skills, including writing, articulating, listening, and questioning skills; must be fluent in English.
• Excellent interpersonal skills.
• Proactive, positive, self-driven manager with a desire to provide customer and employee excellence.
• Ability to engage both technical and business stakeholders.
• Ability to articulate complex concepts clearly.
• Extremely organized, detail-oriented and will demand excellence of themselves.
• Proficient use of Microsoft Office programs, especially Excel and Power Point, and demonstrated ability to learn applications and programs as needed.

Desired Skills and Qualifications:

• Familiarity with healthcare IT landscape.
• PMP, PMI-ACP, or other project management certification.
• Change management certification (e.g., Prosci).
• Experience presenting to executive leadership.
• Knowledge and previous experience with CRM platforms (e.g., Salesforce) and PSA tools such as Certinia for resource management, project tracking, and financial forecasting.

Min

USD $150,000.00/Yr.

Max

USD $180,000.00/Yr.