Director, Professional Services | PMO Leader

• 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

• 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

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