Senior Director, Profesional Services at Ironclad | Powderkeg

Ironclad is the #1 contract lifecycle management platform for innovative companies. Every company, in every country, in every industry runs on contracts, but managing these contracts slows companies down and costs them millions of dollars. L'Oreal, Staples, Mastercard, and other leading innovators use Ironclad to collaborate and negotiate on contracts, accelerate contracting while maintaining compliance, and turn contracts into critical carriers of operational business intelligence. It's the only platform flexible enough to handle every type of contract workflow, whether a sales agreement, an HR agreement or a complex NDA.

Ironclad is [writing the narrative](https://ironcladapp.com/lp/state-of- digital-contracting-on-demand/?wchannelid=l3gookxxq6&wmediaid=zkdmcjb8wa) that shows how beautiful and functional contracting will change business. We're a leader in the [Forrester Wave for Contract Lifecycle Management](https://ironcladapp.com/lp/forrester-wave-contract-lifecycle- management/). We have been recognized as a Fortune Great Place to Work for four consecutive years. Our innovation and work culture have been recognized by [Glassdoor's Best Places to Work 2023](https://www.glassdoor.com/Award/Best- Small-and-Medium-Companies-to-Work-For-LST_KQ0,43.htm), Forbes' [50 Most Promising AI Companies](https://www.forbes.com/sites/alanohnsman/2021/04/26/ai-50-americas- most-promising-artificial-intelligence-companies/?sh=434fb68277cf), Wing Venture Capital's [Enterprise Tech 30](https://www.enterprisetech30.com/wp- content/uploads/2021/02/2020ET30.pdf), and Gartner's Magic Quadrant. We work in a highly collaborative environment, and strive to foster a positive, inclusive culture. We're backed by leading investors like Accel, Y Combinator, Sequoia, and BOND. For more information, visit www.ironcladapp.com or follow us on LinkedIn and Twitter.

We're looking for an experienced Professional Services leader to help lead and scale our services delivery operations. We have an exceptional team with a strong foundation, and we are looking for an inspirational leader to bring their experience in leading and scaling teams to execute on a world-class Professional Services vision. You will work cross-functionally with Sales, Eengineering and the rest of the Customer Success organization to take our best-in-class customer experience to the next level as we grow into a global organization.

What you 'll be doing:

  • Lead our global professional services organization of Legal Engineers, Implementation Managers, Enterprise Architects and Services Engagement Managers. This team has full responsibility from pre-sales to delivery for both implementation and ongoing paid services. It is a key function to ensure our customers adopt the Ironclad solution successfully.

  • Help to develop a healthy partner ecosystem, working with our Partner team to evolve implementation partner enablement, subcontracting, and direct delivery options.

  • Collaborate with other functions across the company as a key partner to global Professional Services strategy development and execution, including Finance and CS Operations, to maintain a reputable and trustworthy global capacity model that supports utilization targets and defines hiring plans.

  • Evolve standard package and custom implementation offerings and methodology ensuring they're priced appropriately and driving successful customer outcomes. You'll also need to evaluate and develop new PS offerings to support Ironclad growth strategy.

  • Be accountable for the global services quarterly and annual revenue targets, while holding the team to the highest standard of customer experience.

  • Establish and maintain a culture of mutual accountability between PS and customers.

  • Partner with other teams (Sales, Customer Success, Support) for continuous improvement of our customer engagement methodologies.

  • Develop a successful evolution of the capability of Ironclad Professional Services - roles and responsibilities, career paths, scalability of team, capacity, and delivery excellence.

Key Performance Metrics:

This role will primarily be responsible for the following metrics:

  • Quarterly PS Bookings and Revenue targets

  • Resource utilization and capacity

  • Customer CSAT

  • Delivery timelines

What we 're looking for:

  • 10+ years of career experience in consulting and professional for software companies, SaaS preferred, including 4+ years in professional services leadership or 4+ years in customer success leadership.

  • Experience working with Implementation Partner ecosystems to include subcontracting, co-delivery, and supporting partner certification and enablement.

  • Ability to successfully navigate complex organizational structures (internal and external), often with highly ambiguous objectives and success criteria.

  • Extensive customer-facing experience including the ability to lead customer design/requirements gathering processes, lead the successful implementation of large scale, complex projects.

  • Experience building and managing a team with the ability to effectively balance resources based on customer needs and internal processes.

  • Proven ability to implement operational management systems including project status reporting, and resource planning.

  • Demonstrated capability to establish meaningful relationships with customers, hold customers accountable, manage customer expectations and escalations effectively.

  • Demonstrated ability to maintain relationships and alignment with other internal teams and stakeholders, especially Sales and Customer Success.

  • Outstanding interpersonal skills, along with strong communication skills both verbal and written.

  • Comfortable traveling for work as needed (expected < 20%).

Benefits:

  • Health, dental, and vision insurance

  • 401k

  • Wellness reimbursement

  • Take what you need vacation policy

  • Generous parental leave for both primary and secondary caregivers

Base Salary Range: $240,000 - $270,000

The base salary range represents the minimum and maximum of the salary range for this position based at our San Francisco headquarters. The actual base salary offered for this position will depend on numerous factors, including individual proficiency, anticipated performance, and the location of the selected candidate. Our base salary is just one component of Ironclad's competitive total rewards package, which also includes equity awards (a new hire grant, along with opportunities for additional awards throughout your tenure), competitive health and wellness benefits, and a commitment to career growth and development.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Job Summary
  • Job Title
    Senior Director, Profesional Services
  • Company
    Ironclad
  • Location
    San Francisco, CA
  • Employment Type
    Full time
Know someone who should work here?
Ready to get introduced?
Know someone who should work here?
Ready to get introduced?