What does a successful Director of Professional Services & Client Support do?
The Digital Lending and Origination (DLO) Director of Professional Services & Client Support is responsible for scoping, planning and delivering DLO Mortgage (LoanComplete and Secure Lending) product implementation services for a portfolio of clients, leading a team which may include project managers, professional services managers and technical consultants. The director may also be tasked with leadership of internal Fiserv initiatives and/or shared services to other groups within DLO/ DLO Mortgage Professional Services. For each area of responsibility, the director is accountable for achieving on-time delivery, quality, client satisfaction and financial objectives, and for the leadership and career development of team members.
Essential functions and job duties:
Business Development: Support Sales Reps and Account Executives with timely estimates, quotes, statements of work and work orders. Utilize experience negotiating contracts.
Client Relationship Management: Serve as the Professional Services Management Point of Contact (MPOC) for pre-sales and in-process implementation projects. Develop and maintain a trusted-advisor relationship with client executives. Provide clients with an escalation point on professional services activities; resulting in delivering quality implementations and creating highly satisfied customers.
Service Delivery: Oversee project managers and technical consultants who have day-to-day responsibility for client-facing projects. Ensure all contractual commitments to clients are met and that profitability targets are achieved. Monitor project health and client expectations and as needed take proactive actions to maintain high client satisfaction.
Personnel: Direct, inspire, motivate, mentor and provide career development guidance to direct reports. Assist direct reports in doing the same for their teams.
Operations: Manage and as needed improve processes and infrastructure that support professional services department activities, e.g., project initiation and shutdown, project management, time tracking, status reporting, financial forecasting and invoicing. This also incudes managing the client support team responsible for post implementation and ongoing support.
Organizational Partnership: Representing DLO Professional Services and Client Support, partner with other groups within Fiserv such as Professional Services in other business units, Sales, Account Management, Finance, Customer Service, Product, Engineering, Quality Assurance and Release Management to achieve common objectives.
Financial: Oversee the monthly forecasting and invoicing processes for client portfolio. Oversee and manage project level P&L from bid through close. Keep executive management informed of progress toward and risks to AOP (Annual Operating Plan) target achievement.
Basic Qualifications for Consideration:
10 years of experience managing external, client-facing professional services and client support teams
10 years of delivering software implementations with experience in both on-premise and SaaS environments.
7 years financial management and business case development skills
5 years financial services industry and mortgage origination experience
Experience leading, mentoring, and inspiring people including project management leadership
Demonstrated strategic planning, critical thinking, and problem-solving skills
Excellent verbal and written communication skills
Preferred Skills, Experience, and Education:
Exposure to Hyland and/or Paradatec software
Microsoft "Project" skills
Previous experience using Clarity
PMP and/or Six Sigma Certifications
LEARN MORE ABOUT FISERV: Life moves fast. And as it does, we know most people aren't thinking about "financial services" But we are. We help people and businesses move money and information every minute of every day. Our solutions connect financial institutions, corporations, merchants and consumers to one another, millions of times a day, behind the scenes, reliably and securely. We're Fiserv, a global leader in Fintech and payments enabling innovative financial services experiences that are in step with the way people live and work today. The company's approximately 44,000 associates proudly serve clients in more than 100 countries, so their customers, members and consumers can move money when and where they need it, at the point of thought. Our Aspiration is to move money and information in a way that moves the world. As a FORTUNE(tm) 500 company and one of FORTUNE Magazine World's Most Admired Companies for the sixth consecutive year, we are committed to excellence and purposeful innovation. Explore the possibilities of a career with Fiserv and Find Your Forward with us.
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Fiserv is a global leader in financial services technology solutions. We're helping more than 12,000 clients worldwide create and deliver experiences for a digital world that's always on. Solutions that enable today's consumer to move and manage money with ease, speed and convenience. At the point of thought.