Responsibilities

📍Develop and implement comprehensive technical and non-technical training programs for the PS team, ensuring alignment with organizational goals and customer needs. 📍Lead by example in demonstrating a bias towards action, decisions over discussion, outcomes over inputs, and business goals over personal preferences. 📍Lead and facilitate technical and non-technical enablement sessions, workshops, and knowledge sharing sessions to enhance the skills and capabilities of PS team members. 📍Define and maintain standardized processes and procedures for project execution, escalation management, and customer engagement within the PS team. 📍Conduct root cause analyses for project escalations, identify trends, and implement corrective actions to prevent recurrence. 📍Act as the primary point of contact for all strategic initiatives within the Professional Services team, providing leadership and direction to drive successful outcomes. 📍Collaborate with cross-functional teams, including Sales, Product Development, and Customer Success, to ensure alignment of processes and initiatives. Monitor and analyze key performance indicators (KPIs) to assess the effectiveness of the technical and non-technical training programs and operational processes, making data-driven recommendations for improvement. 📍Drive continuous improvement efforts across the PS team, identifying opportunities to streamline workflows, optimize resource allocation, and enhance customer satisfaction. 📍Develop and maintain documentation, training materials, and best practices guides to support ongoing learning and development within the PS team. 📍Own and optimize PS software/tooling, particularly our PSA tool. 📍Be a primary point of contact for the Keyfactor 📍Knowledge Management Team to support their curation of documentation and KB functions across the global organization. 📍Manage project plans for internal initiatives and goals, reporting out progress to stakeholders and managing the influence of contributions from other leaders and individual contributors in the PS team. 📍Stay informed about industry trends, emerging technologies, and best practices related to professional services delivery, incorporating relevant insights into training programs and operational processes. 📍Assist with project scoping/SOW creation as needed.

Skills and Qualifications

📍Proven experience in technical and non-technical training, enablement, and process operations within a professional services environment. 📍Strong understanding of project management methodologies, escalation management processes, and customer engagement principles. 📍Excellent analytical and problem-solving skills, with the ability to conduct root cause analyses and implement effective corrective actions. 📍Demonstrated leadership abilities, with experience leading cross-functional teams and driving strategic initiatives to successful outcomes. Exceptional communication and interpersonal skills, 📍with the ability to effectively collaborate with stakeholders at all levels of the organization. 📍Proficiency in creating and delivering training materials, documentation, and best practices guides. 📍Experience working in a fast-paced, dynamic environment, with the ability to adapt to changing priorities and deadlines. 📍Knowledge of relevant tools and technologies used in professional services delivery, such as project management software, CRM systems, and technical support platforms. 📍Proven ability to be self-accountable in driving and owning outcomes through influence rather than direct authority.