Director, Professional Services

Director, Professional Services

SUMMARY:   The Director of Processional Services has primary responsibility for PS Business Development and operations in the North East Region with focus on the eDiscovery services market and supporting EnCase Enterprise customers.  Area operations responsibilities include the effective management of the area office, including budget, personnel project deployment, office management, case assignments and review.  

Essential Functions:

Business Development

• Execute on the strategic goals of the Professional Services Division
  • Capture larger market share in eDiscovery services within the North East region
  • Grow up the value chain in eDiscovery services (processing and load file creation)
  • Support EnCase Enterprise customers
  • Demonstrate the value of EnCase Enterprise
• Work as a partner with the GSI software sales team to provide a full solution to new customers of EnCase Enterprise software and custom services
• Leverage large customer base of current EnCase Enterprise users to find opportunities for services support, demonstrate the business case, and contract with EnCase Enterprise customers for surge and/or long-term support
• Work with law firms to provide eDiscovery services to end clients, and convert services opportunities into leads for the software sales team
• Aggressive pipeline management: moving leads to qualified opportunities and into a professional services engagement under a statement of work
• Assign engagement managers, eDiscovery technical mangers, and consulting staff to engagements as a team for project completion
• Deliver superior customer service, resulting in repeat and referral services business

Operational Management

• Identify customer needs/facility services which will improve service delivery
• Problem-solve/address specific challenges and issues
• Ensure response to post-sales inquiries, and customer support queries
• Coordinate resources for scheduled events

Personnel Management

• Review and approve consultant time and expense entries in Project Workforce management system; and approve resulting invoices prior to submission to clients
• Provide productive, professional environment for staff
• Conduct interviews to secure new talent
• Employment law compliance
• Safety and Welfare compliance
• Conduct performance evaluations and address employee relations matters
• Generate goals/objectives for facility/staff in support of company objectives and division strategic goals.
• Counsel staff in support of individual goals and objectives, including professional development.

Budget Management

• Assist in facility budget preparation
• Identify and anticipate facility needs and establish financial resource priorities (i.e. equipment replacement)
• Control facility and staff expenses

Field Office/Facilities Management, including:

• Coordinating with GSI Facilities department for facility maintenance
• Office safety and security
• Coordinating and supervising repairs and improvements
• Purchase supplies through GSI Procurement office and authorized vendors

Other duties/responsibilities

• Complete tasks and special projects as directed by the Director of Professional Services

Essential Requirements:

• 7 – 10 years of Director level professional experience, of which 3-5 years are in eDiscovery Business Development or direct experience/involvement with large electronic discovery cases
• Prior experience in the successful execution of strategic business plans
• Demonstrated ability to define, refine, and effectively communicate high dollar value propositions to key decision makers
• Proven track record of managing multiple, often competing, priorities and tasks
• Proven track record of working independently to accomplish long-term, complex objectives
• Highly professional with superior verbal and written communications skills, including public speaking and large group presentation skills
• Ability to understand the company’s offerings, and speak fluently about them
• Proficiency with the use of CRMs, and MS Office applications (including Word, Excel, and Access)
• Proven planning, customer service and administrative abilities capable of managing a highly complex and diversified range of duties
• Thorough understanding of the eDiscovery technology landscape
• Business Development experience in software or software services with other software or consultancy companies
• Experience with Project Management Methodologies
• Understands Best Practices and Tools to Improve eDiscovery and Litigation Support Processes
• University level degree in business or other related subject

Desired Skills

• Experience in direct sales, management and/or business development within the software community
• MBA or JD degree

Guidance Software, Inc. is an equal opportunity and affirmative action employer that does not discriminate on the basis of race, national origin, religion, age, color, sex, disability, or veteran status, or any other characteristic protected by local, state or federal laws, rules or regulations.