Pinnacle – Professional Services Director
Pinnacle is recruiting a Director of Professional Services to lead a rapidly expanding consultancy team across the UK and Ireland. The Director of Professional Services will oversee and manage the delivery of consulting, implementation, software development and associated services for our ERP product portfolio, including both Pinnacle's standard offerings and third-party solutions such as Sage (Sage 1000, Sage 200, Sage Intacct, and Sage CRM) and Acumatica Cloud ERP as well as our Digital Transformation development solutions.
The role will focus on driving revenue growth, ensuring service quality, and optimising team utilisation. As a strategic leader, you will bring extensive experience in ERP & software development delivery, project management, and team leadership, alongside a strong background in professional services and exceptional customer relationship skills.
Reporting directly to the Managing Director, you will work closely with the Board of Directors and leadership teams, and aligned with Pinnacle's vision, mission, and values. You will be a strategic leader with extensive experience in delivery of ERP systems, project management, software development and team leadership. You will have a strong background in professional services and excellent customer management skills.
Key Responsibilities include :
- P&L / Budgeting responsibility.
- Resource planning for growth, including acquisitions.
- Performance Management and Recruitment.
- Develop and implement strategies to enhance service delivery, customer satisfaction, and operational efficiency.
- Mentor and develop team members, fostering a culture of continuous improvement and professional growth.
- Oversee the planning, execution, and delivery of ERP and Digital transformation implementation projects, ensuring they are completed on time, within scope, and budget.
- Develop and maintain strong relationships with customers, specifically acting as the most senior level of escalation.
- Track and report on key performance indicators (KPIs) related to service delivery, customer satisfaction, and financial performance.
- Contribute to the development and execution of the company's strategic plan, with a focus on expanding the professional services portfolio.
- Identify opportunities for process improvements and innovations to enhance service quality and efficiency.
Required Skills & Experience :
- Leadership: Extensive experience in leading high-performing teams within a customer support or professional services environment.
- Customer Success Management: Proven background in managing full customer life cycle processes, from implementation to long-term retention.
- Project Management: Strong expertise in ERP or software implementation projects, with a solid understanding of project management methodologies and tools.
- Financial Acumen: Experience with budgeting, financial tracking, and profitability analysis, with a demonstrated ability to meet or exceed financial targets.
- Strategic Thinking: Ability to balance immediate operational needs with long-term growth and strategic objectives.
- Stakeholder Management: Skilled in senior-level stakeholder engagement, with a track record of successful collaboration with executive leadership and cross-functional teams.
You will have:
- A track record of high achievement in a Professional Services leadership role ideally within the ERP, SaaS, or consultancy sectors.
- 10+ years of business experience. Can demonstrate business acumen, in high technology and subscription-based software settings.
- Experience working with senior (C-Level) executives and within cross functional teams
- 5+ years managing consultancy teams.
- Demonstrate experience in key success metrics including retention of revenue, expansion of revenue and customer retention and satisfaction.
- We see the successful candidate to have behaviours, values and skills in line with Pinnacle's values and ethos.
If you are an experienced professional services leader with a passion for driving customer success, we encourage you to apply for this exciting opportunity. We offer a competitive package, comprehensive benefits, and a dynamic and innovative work environment.
NB: we would be interested in speaking to candidates based in Northern Ireland and England - location is flexible.