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Senior Practice Director
Brand: SumTotal
Req#: 500138
Updated: 10/22/2019
Job Type: Regular
Location: Hyderabad India
Category: Professional Services
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Job Description

As a Sr. Practice Director within Professional Services you will be responsible for growing and managing India region. Your team will be accountable for consulting with SumTotal’s growing customer and partner base on the design, implementation, and on-going support of SumTotal’s full suite of products and services. You will also be responsible for managing and handling account governance, escalations as well as partnering closely with the SumTotal sales team to provide the required pre-sales support and driving sales of services.  You will be responsible for ensuring on-time, high-quality deliverables, as well as high levels of client satisfaction.  You will be responsible for effectively leading and managing your group in all facets of customer project management including developing project scope, timelines, budgets, deliverable schedules, and allocation of resources.  You will also be responsible for identifying opportunities with existing SumTotal customers for additional services.  50% travel required.


  • Pre-sales and sales support
  • Hire and train staff for project delivery while managing 70%+ billable utilization for your team
  • Manage, mentor and provide coaching to a team of direct reports
  • Manage and build client relationships with key decision makers from project inception to post-implementation; ensure customer satisfaction
  • Manage account and customer escalations; facilitate on-site client meetings where needed; articulate issues and resolution options clearly and succinctly; working closely with Customer Support, Engineering, and Product Management in resolving product-related implementation issues
  • Oversee installation and client acceptance of SumTotal Systems product suites
  • Monitor on-site and remote day-to-day activities between client and SumTotal Systems’ personnel.
  • Manage partner relationships in coordinate with Sales team and Partner Management team, and provide governance for partner-delivered projects
  • Interact with sales, systems engineering, and product development to ensure continuity and effective coordination between the organizations
  • Plan and manage service schedules and budget
  • Drive sales of Services products/projects, both by working with Sales on deals and by developing customer relationships to identify and create opportunities within existing customer base
  • Ownership of the Services sales number for the region
  • Drive best practices and continuous improvement
  • Provide governance for partner-led projects
  • Assume areas of ownership within Professional Services department for internal and external development of staff, processes, procedures, methodologies, areas of excellence

Requirements & Skills:

  • A proven leader with 7+ years’ experience managing people
  • 10+ years’ experience in Professional Services, Support or Consulting in the Enterprise Software space
  • 5+ years’ experience in a Senior Management role at a top-tier management/technical consulting firm, technology company other professional environment
  • A minimum of 5+ years’ experience in managing software as a service (SAAS) deployments representing companies such as WebEx,, Oracle, Ultimate Software, and Sage
  • Proven track record of developing and maintaining profitable and referenceable customer relationships
  • Confirmed experience to proactively identify, assess, and mitigate risks during bid development and project execution; manage delivery of projects; identify, develop, and close services engagements; develop winning and profitable proposals
  • Demonstrate and ensure timely and thorough communication of strategy, deliverable status, and results
  • Past experience in measuring progress of programs against established objectives such as revenue, expense management, utilization metric, delivery quality, and customer satisfaction
  • Services relevant examples of monitoring results and taking corrective action to ensure the achievement of the objectives, within budget
  • Prepare and present business reports - past performance against plan and setting future direction for revenue growth
  • Past escalation-point experience for all implementation issues with decision maker for resolution
  • Ability to build out value-proposition presentations for Professional Services during pre-sales cycle addressing all facets of the implementation process
  • Past experience and responsibility for contract review, negotiation, and approval of all Professional Service implementations
  • Excellent communication skills both written/oral; excellent presentation and facilitation skills
  • Technical Degree preferred, Computer Science degree a plus
  • PMP certification a plus
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