Program Director, Professional Services

Key Responsibilities
Client Success & Relationship Management
Drives successful outcomes for all projects in the assigned portfolio, across Partner Led, Client Led, and EIS Group Led delivery modes
Coordinates with the Partner Enablement Executive to confirm partner-assigned teams and resources are adequately skilled to deliver
Ensures the EIS Group team understands the business goals of each solution, including scope, timeline, and Business Value
Onboards new employees to the project so they understand the project's business goals and their own responsibilities
Establishes effective governance processes at the project level and across the client relationship to keep projects on track
Builds meaningful relationships with client teams and partner client teams (business development, relationship management, and delivery resources) assigned to the portfolio

Business Development & Commercial Strategy
Works with Sales to pursue new opportunities within the assigned portfolio of accounts
Conducts account research, in conjunction with Sales, to determine which Partner(s) to engage at an account and opportunity level
Participates in scope studies and Business Case development to help frame the delivery approach for new opportunities
Helps define the delivery model (client, partner, or EIS Group led) and clarifies roles and responsibilities
Supports the proposal quality assurance process for services work orders in the portfolio
Listens for and captures new license opportunities in target accounts to support license pipeline growth

Delivery Governance & Business Administration
Ensures proper administrative processes are followed across the portfolio, including timely opening/closing of time and expense codes
Processes pre-bills on a monthly basis and ensures signed SOWs are in place for PS and License revenue recognition
Develops a periodic revenue forecast for the current, next, and next+1 quarter based on actual hours and estimated remaining work
When issues arise, brings the right resources to resolve them, escalating effectively within the partner organization on partner-led projects
Delivers the sold project margin goal by managing write-offs and staff assignments within the project budget
Utilizes Deltabase and EIS standard tools to increase the likelihood of successful delivery, beginning during the business development process

Team Leadership & Practice Development
Provides coaching and advice to EIS Group Consultants assigned to projects in the portfolio
Invests in personal development to stay current on EIS Group releases, methodology, and industry knowledge
Contributes to Industry/Regional strategy discussions, including repeatable and reusable services approaches
Shares field learnings on staff development and organizational requirements with Practice leadership
Builds working familiarity with the repeatable delivery frameworks used across the Program Leadership track
Supports knowledge-sharing across the broader Professional Services organization
Skills, Knowledge & Expertise
Functional / Technical Expertise
Minimum 10+ years of experience in professional services project/program management roles
Minimum 8 years of experience in the insurance industry, with a background either as an analyst/technology employee of an insurance company or as a consultant serving insurance companies
Minimum 5 years of experience at a Property and Casualty or Benefits insurance company, or related work experience
Experience working closely with one or more software applications; ability to understand complex business processes
Consultative and facilitation skills; strong written and verbal communication skills
Excellent analytical and problem-solving ability

Behavioral and Interpersonal
Customer Success orientation with a demonstrated drive for results
Integrity and trust in all client, partner, and internal dealings
Teamwork across onshore/offshore delivery resources, Sales, and Partner organizations
Builds credibility with clients and partners through consultative engagement rather than transactional delivery
Comfortable operating with a portfolio that may consist of a single account or several moderate-complexity accounts
Takes ownership of the project/group tasks in compliance with the role, and takes responsibility for executing decisions within the limits of the portfolio

Managerial
Supervisory Responsibility: None required at this level; onboards new project team members and provides coaching and advice to EIS Group Consultants assigned to projects in the portfolio.