What are the responsibilities and job description for the Director, Training and Consulting position at Harris Computer?
Strategic Leadership
- Define and execute the overall strategy for Training and Consulting within the Professional Services department, ensuring alignment with company objectives and customer success goals.
- Maintain and expand a profitable, scalable catalog of service offerings across consulting, implementation, and training.
- Partner with Sales, Marketing, and Operations to develop go-to-market strategies, pricing models, and value propositions that drive growth and customer adoption.
- Collaborate with Sales on quotes, RFP responses, and subject-matter expertise related to Training and Consulting offerings to ensure accuracy, competitiveness, and alignment with delivery capacity.
- Use data and market insights to identify emerging customer needs and translate them into new or enhanced service offerings.
- Evaluate service performance against financial and operational goals, adjusting strategies to meet evolving business priorities.
- Drive achievement of key departmental performance indicators, including revenue attainment, gross margin, utilization, delivery timelines, and customer satisfaction (CSAT).
- Oversee operational planning, forecasting, and resource allocation to balance workload, capacity, and profitability.
- Implement data-driven processes and tools that improve visibility into project performance, resource utilization, and delivery efficiency.
- Collaborate with Professional Services leadership and Finance on budgeting, reporting, and cost control to ensure sustained profitability.
- Monitor and analyze financial and operational trends to identify risks and opportunities for improvement.
- Ensure consistent adherence to company standards for project delivery, quality, and customer engagement.
- Lead and develop a global team of consultants and trainers, setting clear expectations around performance, delivery quality, and customer satisfaction.
- Foster a culture of accountability, collaboration, and continuous improvement focused on measurable outcomes and professional growth.
- Provide coaching and mentorship to build leadership capability and strengthen functional expertise across consulting and training disciplines.
- Establish and monitor individual and team goals aligned with departmental KPIs such as utilization, CSAT, and margin performance.
- Recognize and reward excellence while addressing performance gaps through proactive coaching and feedback.
- Partner with Human Resources and Professional Services leadership to recruit, onboard, and retain top talent with strong product knowledge and customer engagement skills.
- Ensure every consulting and training engagement delivers measurable customer outcomes, including improved product adoption, satisfaction, and operational efficiency.
- Partner with customers to understand strategic objectives, aligning service delivery and training solutions to achieve defined results.
- Collaborate with Product Management, Sales, and Support to create a unified customer experience that extends beyond implementation.
- Collect and analyze customer feedback and CSAT data to identify trends, root causes, and opportunities for service enhancement.
- Represent SirsiDynix at key customer meetings, conferences, and industry events, demonstrating thought leadership and reinforcing the company’s commitment to customer success.
- Advocate for the customer voice within Professional Services, ensuring insights inform service development and continuous improvement initiatives.
- Education in Business, Education, Library Science, or a related field, or equivalent professional experience. Master’s degree, MLIS, or equivalent experience preferred.
- 5 years of supervisory or management experience in professional services, training, or consulting.
- Excellent interpersonal, communication, and presentation skills.
- Strong business acumen with strategic thinking, organizational, and leadership abilities.
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