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Practice Director - WFR

Location:

Indianapolis - Indiana - USA, Louisville - Kentucky - USA, Lowell - Massachusetts - USA, Orlando - Florida - USA

Function:

Professional Services and Consulting

Ref #:

2019000161
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Description

The Practice Director is responsible for providing the service delivery leadership. The position leads all aspects of Professional Service delivery and has ultimate Customer ownership. Specifically, this position is responsible for overseeing the resource requirements and execution of customer project engagements, financial performance, customer satisfaction, operational excellence (quality), creating partnerships with Kronos sales and corporate departments and ultimately, ensuring the balanced success of the market.

Responsibilities:
• Hire and develop all team members to support the business volume
• Ensure the team is fully versed in executing engagements in compliance with Kronos’ defined methodology
• Monitor and manage skill set requirements for the organization
• Ensure that all engagements are planned, recorded and managed consistent with defined “best practices”
• Effectively balance team resources given employee load, expertise, complexity and market, as necessary.
• Effectively leverage resources in an inter/intra cooperative manner, ensuring that customer and operational objectives are maximized.
• Continually monitor all engagements to ensure that engagements are managed effectively and efficiently, as measured by project and Practice profitability and customer reference ability.
• Work with Account Management and Sales in the development and/or review of customer proposals (SOW).
• Provide direct support to the Sales team by participating in customer sessions as dictated by engagement needs.
• Effectively leverage cross-functional resources as necessary to ensure Practice success.
• Ensure that financial plans (budgets) are met or exceeded for the Practice.
• Ensure that operational metrics are achieved or exceeded as the basis for measuring operational excellence
• Conduct ongoing engagement/project reviews ensuring a detailed understanding of project status, scope, and risks. In addition, the position is expected to effectively manage backlog within the Practice.
• Provide monthly forecast input with an emphasis on predictability, demonstrating control of the business.
• Proactively identify and qualify new business opportunities in support of Customer business objectives.
• Serve as the “business owner” of all customers within assigned Practice and ensure that customer needs are met, with emphasis on those accounts not having an assigned Account Manager.
• Ensure that all employees understand business objectives, expectations and measurement criteria for their respective positions
• Provide ongoing and timely feedback to Employees relative to performance and be prepared to manage necessary turnover when needed. Ensure key team success through effective motivational methods

Qualifications

• Bachelor’s Degree – Masters a plus.
• Minimum of five years leading a Professional Service operation
• Demonstrated track record in managing a professional services team.
• Demonstrated track record in delivering quality, on-time technology solutions
• Demonstrated leadership in managing both Customer and internal resources (at all levels) during adverse situations – problem escalations, engagement challenges – effectively balancing customer satisfaction and business objectives throughout.
• Experienced in customer interaction at the highest executive levels (C-level) of the customer organization
• Possess excellent written and verbal skills with a strong customer focus.
• Strong business acumen – planning, forecasting, budgeting. Possess understanding of financial fundamentals including revenue recognition requirements within the software and service industry.
• Experience in communicating technical and project information in a business context.
• Strong ability to lead teams as well as participate as an effective team player.
• Working knowledge of business intelligence in the Workforce Management space
• Demonstrable communication and negotiation skills are a must

Corporate overview

You’re empowered when you’re a Kronite. 

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance – to live inspired. In fact, it’s expected! You’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond. Want to learn more about our culture? Follow us on Twitter @work4kronos. #MyWorkInspired

Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos’ industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations – including half of the Fortune 1000® - and more than 40 million people in over 100 countries use Kronos every day. 

EEO Statement

Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.