General information

Office (s)
Bracknell, UK, Warrington, UK
Date Published
Wednesday, December 15, 2021
Country
United Kingdom
Job ID
19874
Function
Professional Services

Description & Requirements

About Us:

Epicor Software is a global technology leader dedicated to helping businesses drive growth for more than 45 years. Our modern, industry-specific software helps customers boost efficiency and productivity by simplifying and automating everyday processes. We have a stellar team of nearly 4,000 worldwide employees who are passionate about building exceptional products and solutions through teamwork, constant innovation, and integrity. We strive to hire and reward star players who inspire one another and drive results for the business and our customers.

The Regional Delivery Director is responsible for the successful management and delivery of the regional practice, responsible for the processes, implementation teams and overall customer satisfaction.  The key requirement is for an operationally capable, organized and focused individual who prides themselves in the predictability of their practice and customer outcomes it delivers on.

Duties & Responsibilities:

·       Oversee the planning and execution of consulting engagements including resource planning, cross-company visibility and client relationship management.

·       Develops the regional vision, strategy and execution of Epicor’s professional services business.

·       Works with other regional directors and Professional Services leadership to align strategy, process and customer outcomes. 

·       Communicate internal expectations on key business metrics such as utilization, revenue generation, responsiveness and communication to clients, client satisfaction (Net Promoter Score), and employee education

·       Acts as high-level client escalation contact for professional services and implementation issues.

·       Direct and mentor teams in successful delivery of on-time and on-budget projects.

·       Coach team on methods of staffing and project delivery to accelerate backlog consumption and increase revenue, while maintaining a focus on customer satisfaction and success.

·       Participates in high level status meetings at customer (i.e. Stage Reviews, Kickoffs).

Knowledge, Skills & Abilities:

·       Ability to present face to face or remotely

·       Effectively communicate with customers, field consultants, executives, and co-workers

·       Strong organizational skills, project management and time management skills

·       Can consistently focus on and drive to improve performance and customer outcomes, identifies issues early and resolves them

·       Analyze customer problems and make recommendations for improvement

·       May work at client site from time to time

·       Ability to travel up to 50%

Qualifications:

·       6+ years managing and developing multi-discipline teams, preferably with international reach across multiple service types

·       5+ years of product support or consulting experience preferred

·       Ongoing technical certifications to keep up with industry

·       Bachelor’s degree or Master’s degree preferred, but not essential

·       6+ years managing and developing multi-discipline teams, preferably with international reach across multiple service types

·       5+ years of product support or consulting experience preferred

·       Ongoing technical certifications to keep up with industry

·       Bachelor’s degree or Master’s degree preferred, but not essential