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MASTERCONTROL, INC. Director of Professional Services in SALT LAKE CITY, Utah

About MasterControl:MasterControl Inc. is a leading provider of cloud-based quality and compliance software for life sciences and other regulated industries. Our mission is the same as that of our customers to bring life-changing products to more people sooner. The MasterControl Platform helps organizations digitize, automate and connect quality and compliance processes across the regulated product development life cycle. Over 1,000 companies worldwide rely on MasterControl solutions to achieve new levels of operational excellence across product development, clinical trials, regulatory affairs, quality management, supply chain, manufacturing and postmarket surveillance. For more information, visit www.mastercontrol.com.SummaryAs MasterControl continues to expand and grow, customer retention and expansion are keys to continued success as a premier Life Sciences Quality Systems software provider. Successful implementation and adoption of the MasterControl products are critical to achieving our goals, ensuring customer success, and delivers on our mission of helping customers get their products to market faster and with higher quality. MasterControl is seeking an experienced Professional Services Operations and PMO Director to manage and modernize the operations of our global Professional Services and Education organization. We're looking for a leader who can coalesce the needs of internal operating demands, strategic practices, and exceptional customer experience, while achieving corporate financial objectives. You will take ownership of identifying increased efficiency by developing and delivering a multi-year operational roadmap, engineering core process, facilitating change management, and executing the plan. Ultimately, you will increase customer satisfaction by streamlining the implementation process, reducing the cycle time to move customers from post-sale to early adoption, and ensuring they find value in the product upon launch.You'll manage a staff who is located across the US and Europe, working in a fast-paced environment which places the customer first. Your customers will be SMB and Enterprise Life Sciences companies around the world. And you will work side-by-side with experienced leaders who share an ambition to make MasterControl products meaningful to our customers by simplifying change, building their potential and inspiring confidence in our product. As a key member of the leadership team, you will add a passion for systems thinking, process improvement and automation, along with a well-developed empathy for customer-facing teams.Essential Duties and Responsibilities *Define, implement and monitor core operational rigor (people, processes, and systems), optimizing and scaling the onboarding and implementation processes. *Participate in designing a streamlined Customer Experience and take ownership of expediting and implementing operational and data requirements. *Lead and modernize our global Project Management organization, who manage the customer relationship, coordinate the customer engagement across resources and departments, deliver technical project planning and management, and manage customer financials. *Own Project Management vision and methodology *Define PMO customer engagement practices and policies related to customer service and communications *Enhance technical knowledge and capabilities within PMO *Standardize project financial management practices, tracking and measurement *Mature our Resource Management practice, ensuring we achieve optimal utilization and revenue generation from our resources. *Define reporting requirements and monitor performance metrics of departmental operations *Own key departmental systems (such as WorkFront) to enable process and real-time data-driven decision making. Collaborate closely with corporate data teams on data strategy and analytics. *Have a passion for process engineering and optimization, process documentation, and process training, as well as strea

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