Director, Professional Services | PMO Leader

symplr

1d•$150,000 - $180,000

About The Position

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.

Requirements

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 geographical globally 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

Nice To Haves

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

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