Practice Director

ROLE DETAILS

Department: Professional Services

Location: Vijayawada

Job Type: Full-Time, Permanent

Shift Timings: US Time Zone

DUTIES & RESPONSIBILITIES

• Own the North America Professional Services P&L, including revenue targets, margin management, and consultant utilization, with a target of 70%+ billable utilization across the team.
• Lead pre-sales and sales support activities, partnering with Account Executives on scoping, solution design, and deal reviews for Cornerstone OnDemand and Odoo opportunities.
• Hire, train, and onboard delivery staff, building bench strength across Project Management, Business Consulting, and Technical Consulting disciplines.
• Manage, mentor, and coach a team of direct reports, fostering a culture of accountability, quality, and continuous improvement.
• Build and manage client relationships with key decisionmakers from project inception through post-implementation, ensuring high customer satisfaction.
• Manage account and customer escalations, facilitating on-site client meetings where needed and articulating issues and resolution options clearly and succinctly to executive stakeholders.
• Act as executive sponsor on strategic accounts, working closely with Customer Support, Engineering, and Product Management to resolve product-related implementation issues.
• Oversee installation and client acceptance of Cornerstone OnDemand and Odoo product suites across the region.
• Monitor day-to-day delivery activities between client and Phenom Cloud personnel, both on-site and remote.
• Manage partner relationships in coordination with the Sales and Partner Management teams and provide governance for partner-delivered projects.
• Interact with Sales, Systems Engineering, and Product Development to ensure continuity and effective coordination between the organizations.
• Plan and manage service schedules, budgets, and resourcing forecasts for the region.
• Drive sales of Services products and projects, both by working with Sales on deals and by developing customer relationships to identify and create opportunities within the existing customer base.
• Own the Services sales number for North America.
• Establish delivery methodology, quality standards, and best practices for the region.
• Drive best practices and continuous improvement across delivery, methodology, and internal processes.

SKILLS & REQUIREMENTS

• Minimum of 10 years' experience in Professional Services, Support, or Consulting within the enterprise software industry.
• 7 or more years' experience managing people and leading teams in a technical or consulting environment.
• 5 or more years' experience in a senior management role at a top-tier management or technology consulting firm.
• Direct experience managing SaaS deployments for enterprise clients, ideally within HCM/LMS platforms such as Cornerstone OnDemand, Workday, SAP SuccessFactors, or Oracle.
• Proven track record owning a consulting P&L and driving measurable improvements in service quality and client satisfaction.
• Strong executive-level client communication and relationship management skills.
• Experience with SOW structuring, staff augmentation models, and managed services delivery.
• Ability to collaborate effectively with cross-functional teams (Sales, Engineering, Product, Support) to resolve technical and operational challenges.
• Strong financial acumen, including budget management, forecasting, and margin analysis.
• Excellent presentation and negotiation skills, with the ability to influence senior stakeholders.
• Highly organized, with the ability to manage multiple complex client engagements simultaneously.
• Self-driven with a strong sense of ownership and accountability for measurable outcomes.