Program Director, Professional Services

Department: 153 Professional Services: Management

Employment Type: Full Time

Location: Remote, United States of America

Compensation: $150,000 - $170,000 / year

Description

The Program Director partners with Sales, Delivery leadership, and EIS onshore/offshore delivery resources to drive client success across all modes of delivery (client led, partner led, or EIS Group led) for an assigned portfolio of accounts. The role advises clients and partners on how to best adopt and implement the EIS Group suite of products, and is accountable for driving successful business outcomes across all projects in the portfolio.

A Program Director owns a portfolio of accounts (at times a single account) and drives successful outcomes across Partner Led, Client Led, and EIS Group Led projects. They establish governance, coordinate delivery and partner resources, support business development within their accounts, and ensure disciplined business administration across their portfolio while building the foundational relationships and delivery judgment the role requires.

This position represents the foundational (entry) level of the Program Leadership career track, which progresses from Program Director to Senior Program Director to Principal Program Director.

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

ManagerialSupervisory 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.

Sphere of Influence:Internal - Builds trusted working relationships across Sales, Delivery, Partner Enablement, and Professional Services teams; supports onboarding of new project team members and shares knowledge within the assigned portfolio.

External - Serves as the EIS point of contact for client and partner delivery teams within the assigned portfolio; builds relationships with client teams and partner business development, relationship management, and delivery resources.