Director of Services

Actionstep is a pioneer in the development and sale of software-as-a-service (SaaS) products, specializing in the delivery of Legal Practice Management software.  We are a fast growing, dynamic business with a global customer base of more the 40,000 and a team of over 220 in the USA, Australia, UK, Canada and New Zealand.    

A key competitive advantage Actionstep enjoys is the speed with which our customers can implement and go live on the platform. As we continue to grow, it is essential that we retain and grow this advantage and improve the repeatability and reliability of our implementations and the quality and success of our certified partners. 

The Services Team is the backbone of our organization's commitment to delivering excellence in every aspect of our offerings.  Dedicated to providing unparalleled support and expertise, the team's purpose is to ensure the seamless migrations, optimization, and ongoing support of our services.  By collaborating closely with customers, the Services Team aims to understand their unique requirements and tailor solutions that align with their goals.   

The Director of Services is responsible for leading the Services Department, ensuring the successful delivery of customer-focused solutions, and driving operational excellence within the team. This role involves overseeing the transition of customers from legacy products to the Actionstep platform, optimizing workflows, and implementing automation solutions to enhance service delivery.  

THE PURPOSE OF THIS ROLE 

The Director of Services will collaborate with cross-functional teams to align service offerings with Actionstep’s goals, championing customer satisfaction and continuous improvement throughout the organization. 

WHAT YOU WILL BE DOING 

In this role, you will.… 

Strategic Leadership & Vision

• Execute the strategic vision for the Services Department, aligning it with the overall objectives of the organization. 

• Foster a culture of excellence, innovation, and customer-centricity within the Services Team. 

• Mentor and develop team leaders, promoting professional growth and a high-performance work environment. 

Service Delivery & Operations Management 

• Oversee the successful delivery of services to customers, ensuring adherence to quality standards, timelines, and budget constraints. 

• Implement best practices for workflow optimization and automation, enhancing efficiency and effectiveness in service delivery. 

• Evaluate and improve existing processes, tools, and methodologies to drive operational efficiency and customer satisfaction. 

Customer Relationship Management 

• Build and maintain strong relationships with key customers, understanding their needs and challenges to ensure high levels of satisfaction. 

• Act as a senior point of contact for escalated customer issues, working collaboratively to resolve challenges and enhance service experiences. 

• Gather and analyze customer feedback to inform service improvements and development priorities. 

Cross-Functional Collaboration 

• Collaborate with sales, product management, and engineering teams to ensure alignment between customer needs and service capabilities. 

• Participate in product development discussions, providing insights from the services perspective to drive customer-focused innovations. 

 Performance Monitoring and Reporting 

• Establish and track key performance indicators (KPIs) to measure the effectiveness of the Services Department. 

• Prepare and present regular reports on service delivery performance, customer feedback, and continuous improvement initiatives to senior management. 

Relationship Management 

• Building and maintain strong working relationships with all internal and external parties ensuring transparent, proactive and effective communication always. 

• Attending and proactively contributing to customer, partner and internal meetings with the view to add value in a constructive manner. 

Professional Development

• Actively looking to build own career through delivery of self and assisted professional development initiatives. 

• Being a thought leader both within Actionstep but also in the wider industry.  

• Staying abreast of industry best practice patterns, products and technologies and assisting in process improvement activities as required. 

Continuous Improvement

• Proactively identifying and participating in the continuous improvement of processes and procedures within the ​Relevant Team​ department. 

• Actively contribute to the development and maintenance of a strong department culture ensuring knowledge and experience is shared. 

Other Responsibilities

• Undertaking any other reasonable duties as required 

WHO ARE YOU  

Visionary: You possess the ability to create and articulate a clear vision for the Services Department, inspiring others to achieve it. 

Resilient: You are able to maintain a positive attitude and composure under pressure, effectively navigating challenges and changes in a dynamic environment. 

Influential: You demonstrate strong persuasion skills, able to influence stakeholders and drive consensus on service strategies. 

Empathetic: You understand the needs and perspectives of both customers and team members, fostering a supportive and inclusive culture. 

Results-Driven:  You are focused on achieving measurable outcomes, constantly striving for excellence and accountability within the team. 

Essential: 

• Minimum of 7-10 years of experience in a leadership role within Service Delivery or Project Management preferably in a SaaS environment. 

• Proven track record of managing large teams and driving operational excellence in service delivery. 

• Proven experience with Project Coordination or Project Management tools and methodologies (e.g., Jira, Trello, Asana). 

• Strong leadership and team management skills, with a focus on developing talent and fostering collaboration. 

• Excellent problem-solving and decision-making abilities, with a strategic mindset and analytical approach. 

• Exceptional communication and interpersonal skills, with the ability to engage effectively with customers and internal stakeholders. 

• Customer-focused mindset with a proven ability to build and maintain strong client relationships.  

• Experience in stakeholder management and relationship building at various organizational levels. 

Desirable: 

• Bachelor’s degree in Business Administration, Management, or a related field; advanced degree preferred. 

We have a fantastic and inspirational working environment! 

• Robust medical, dental, vision offerings
• 401K with company match
• Flexible working and PTO
• Take your birthday off
• Frequent team building events 
• Fantastic training and development opportunities
• $150K - 165K Base (depending on experience) + Competitive variable