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Director Professional Service (all genders)



Frankfurt, Germany
Posted on Tuesday, April 30, 2024
With unmatched technology and category-defining innovation, Icertis pushes the boundaries of what’s possible with contract lifecycle management (CLM). The AI-powered, analyst-validated Icertis Contract Intelligence (ICI) platform turns contracts from static documents into strategic advantage by structuring and connecting the critical contract information that defines how an organization runs. Today, the world’s most iconic brands and disruptive innovators trust Icertis to fully realize the intent of their combined 10 million contracts worth more than $1 trillion, in 40+ languages and 93 countries.
Who we are: Icertis is the only contract intelligence platform companies trust to keep them out in front, now and in the future. Our unwavering commitment to contract intelligence is grounded in our FORTE values—Fairness, Openness, Respect, Teamwork and Execution—which guide all our interactions with employees, customers, partners and stakeholders. Because in our mission to be the contract intelligence platform of the world, we believe how we get there is as important as the destination
Position summary:
The Director of Professional Services will oversee a diverse set of one or more teams of Consultants based mainly in India and Germany to guide the successful implementation of ICI for our enterprise customers in Germany and in other European locations.
This role involves ensuring timely and budget-conscious project delivery while cultivating strong customer relationships and building promoters within our customers.
We are seeking someone who excels in relationship-building, risk management, proactive problem-solving, while fostering a culture of continuous improvement.
This position is based out of Germany, ideally within a commutable distance from Stuttgart, where the person will spend 50% of the time, working from our customer´s site.

What You Will Contribute:

  • Project Oversight: Ensure successful implementations and ongoing adoption of our solutions. Review key project deliverables with team members and provide accurate forecasts for project deliveries, making sure that there are sufficient resources on the projects.
  • Client Escalation: Serve as an escalation point for clients within your team's portfolio to ensure high-quality deliverables, solutions, and client management during projects and after go live.
  • Team Development: Cultivate and nurture internal consulting expertise within the consulting and implementation teams. Develop talent across the resource pool, including your direct team members, as well colleagues from other teams and from our partners.
  • Cross-Functional Collaboration: Work closely with sales, support, training, and development teams, both internal as well a from the partners, to deliver customer success and value.
  • Project Management: Oversee the teams that are taking charge of Icertis product implementations, including project financials and customer relationships. Ensure project governance throughout the groups of involved stakeholders and take a high level of ownership on deliverables.
  • Scope Definition: Collaborate with the business and functional teams to define project scope, ensuring an optimal implementation process.
  • Feedback Integration: Contribute to the product roadmap based on customer feedback and insights gained through implementation experiences.
  • Documentation and Planning: Develop and maintain account plans, implementation project plans and supporting materials, including task assignments, training resources, report requirements, process flows, and dashboard metrics.

What You Bring:

  • Customer facing - Extensive experience in a customer facing role, like Program Management, Business or Strategy Consulting experience.
  • Process and Decision-Making: Experience in process improvement and management, planning, analysing information and developing standards.
  • Software implementation skills: Previous experience in implementing enterprise software, with a preference for experience in Contract Management/Supply Chain/Procurement solutions.
  • Hands-On mentality: Comfortable and willing to be a hands-on, prepared to learn the details of ICI and being able to understand the software set up. Contribute in workshops with the customer, partner and internally.
  • Communication: Exceptional written and verbal communication skills, including the ability to present effectively at the CXO level.
  • Reasoning skills: Quick and innovative thinking, with the ability to interpret available data effectively.
  • Project Management: Demonstrated expertise in managing end-to-end enterprise application implementations throughout their lifecycle.
  • Language Skills: Business to native level in German and English is essential.
  • Track Record: A proven track record of delivering customer success and high-quality outcomes.
  • Ability to travel: 50% of the time will be spent at our customer´s site in Sttutgart.
What we offer:
We are committed to the health and well-being of all Icertians, their families, the communities they live in, and our customers. This commitment is represented in the Icertis “Four Rings of Responsibility”: Take Care of Self, Take Care of Family, Take Care of Community, and Take Care of Business, in that order.
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