• Head of Professional Services

    Location US-NJ-Princeton
    Job ID
    2018-8446
    # of Openings
    1
    Job Category
    Advisory / Consultancy
  • Overview

    Contribute to a Safer, More Secure, and More Sustainable World.  At UL, we know why we come to work.  Thousands of us around the world wake up every day with one common purpose - to make the world a safer, more secure, and more sustainable place to live.  We clear the way for our customers to introduce the latest products, technological advances, and systems in an increasingly complex world so they can provide peace of mind to the market.  Our integrity is woven throughout our company and shapes the way we approach and deliver our solutions.  We are proud that the work we do every day has a meaningful contribution to society.  We continue to build upon our legacy of trusted expertise and partnership to keep our communities safe and secure as we march forward into the future.  This helps us sleep better at night, and we are confident that the millions of people we touch rest easier too.

     

    UL EHS Sustainability empowers organizations to protect the well-being of workers, reduce risk, improve productivity, enhance compliance, and drive measurable business improvement through its EHS, occupational health, environmental, supply chain, sustainability, and corporate social responsibility platforms.

     

    PURE Learning, part of UL EHS Sustainability, helps our life sciences clients drive results in compliance, quality and performance so they can enter new markets, stay in those markets and grow. We provide complete solutions to business challenges, addressing processes, people and IT issues.  Our solutions are made of advisory, software and learning services, and support client needs from the early stages of market entry, through scale up and optimizing business performance.

     

    We are looking for a Head of Professional Services to leading the team responsible for the development and delivery of complex professional services projects for clients worldwide. At PURE Learning, professional services are typically projects related to the consultation, implementation and administration of the PURE Learning’s Learning Management System (LMS) and other learning solutions and the integration of these solutions with critical enterprise technology platforms within client organizations.

     

    Responsibilities

    In this role, you will:

    • Participate as member of PURE Learning’s senior leadership team.
    • Accept full revenue and budget responsibility for the Department.
    • Ensuresthe Professional Services organization delivers projects on time, on budget and in a manner that generates both profitability and client success and satisfaction.
    • Identify and develop new Professional Services solutions, and the associated go to market plans, that address clients’ problems, support our business and market strategy and drive revenue and operating profit. These solutions must be developed in collaboration and coordination with the rest of the senior leadership team, Product Management and Learning Solutions.
    • Ensure high client satisfaction on all Professional Service engagements
    • Collaborate with the Sales Executives in developing new solutions or adapting productized solutions to specific client needs, and supporting proposal development.
    • Partner with the sales team in sales efforts, throughout the whole lead lifecycle including presales meetings, proposals and Work Orders.
    • Definesthe pricing strategy for professional services.
    • Identify, develop and maintain a network of partners who can provide augmented staffing and services in support of client engagements.
    • Contribute to market development efforts and activities, such as contributing to regional and industry strategy meetings and events.
    • Continuous analysis and improves of Professional Services solutions, policies, processes and procedures as well as the ongoing performance of team members.
    • Continually review existing solutions, pricing and competition to maintain a competitive advantage.
    • Create and foster a team environment, keep employee morale within the department at a high level.
    • Provide coaching and mentorship to teams on client interactions and serves as a senior team member in managing and resolving client issues.
    • Manage the career development and day to day management needs of team members.

    Qualifications

    • At least 10 years’ experience in managing the creation of and delivery of technology-enabled solutions is required.
    • Demonstrated proficiency for accurately managing revenue and delivery forecasting and maximizing resource allocation
    • Demonstrated proficiency in Project Management and leading a team that includes Project Management. PMP certification is preferred.
    • Extensive business process optimization experience required. Six Sigma certification strongly preferred.
    • Experience acting as a partner to clients as opposed to a vendor is required
    • Life sciences regulatory compliance knowledge and/or OSHA knowledge is preferred
    • Global experience is preferred
    • Demonstrates strong empathy, collaboration, resilience and persistence skills
    • Client-focused mentality to understand and appropriately respond to clients’ business needs, with a sense of urgency and focus on client satisfaction.
    • Ability to travel up to 20%, as required, by the Business.
    • Experience contributing to a senior management team preferred. This assumes participation in strategic and business planning, product development/strategy, operations, sales, marketing, and overall business direction.
    • Experience managing, motivating and developing high performing teams made of employees and a network of external consultants.
    • Ability to develop and grow a start-up business with limited supervision and with distributed staff.
    • Minimum MBA, MA or MS degree, or related professional experience.
    • Excellent written, verbal communication, and presentation skills.
    • Excellent organizational skills.
    • Excellent interpersonal skills and the ability to build strong professional relationships.
    • Experienced in mentoring, coaching and supporting other members of the team.
    • Fluent in English.
    • Fluent in other languages highly beneficial (e.g. Chinese, Japanese, German, Hindi).

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