Strategic Leadership

• Define and execute the overall strategy for Training and Consulting within the Professional Services department, ensuring alignment with company objectives and customer success goals.
• Maintain and expand a profitable, scalable catalog of service offerings across consulting, implementation, and training.
• Partner with Sales, Marketing, and Operations to develop go-to-market strategies, pricing models, and value propositions that drive growth and customer adoption.
• Collaborate with Sales on quotes, RFP responses, and subject-matter expertise related to Training and Consulting offerings to ensure accuracy, competitiveness, and alignment with delivery capacity.
• Use data and market insights to identify emerging customer needs and translate them into new or enhanced service offerings.
• Evaluate service performance against financial and operational goals, adjusting strategies to meet evolving business priorities.

Operational Performance

• Drive achievement of key departmental performance indicators, including revenue attainment, gross margin, utilization, delivery timelines, and customer satisfaction (CSAT).
• Oversee operational planning, forecasting, and resource allocation to balance workload, capacity, and profitability.
• Implement data-driven processes and tools that improve visibility into project performance, resource utilization, and delivery efficiency.
• Collaborate with Professional Services leadership and Finance on budgeting, reporting, and cost control to ensure sustained profitability.
• Monitor and analyze financial and operational trends to identify risks and opportunities for improvement.
• Ensure consistent adherence to company standards for project delivery, quality, and customer engagement.

People Leadership

• Lead and develop a global team of consultants and trainers, setting clear expectations around performance, delivery quality, and customer satisfaction.
• Foster a culture of accountability, collaboration, and continuous improvement focused on measurable outcomes and professional growth.
• Provide coaching and mentorship to build leadership capability and strengthen functional expertise across consulting and training disciplines.
• Establish and monitor individual and team goals aligned with departmental KPIs such as utilization, CSAT, and margin performance.
• Recognize and reward excellence while addressing performance gaps through proactive coaching and feedback.
• Partner with Human Resources and Professional Services leadership to recruit, onboard, and retain top talent with strong product knowledge and customer engagement skills.

Customer Success & Engagement

• Ensure every consulting and training engagement delivers measurable customer outcomes, including improved product adoption, satisfaction, and operational efficiency.
• Partner with customers to understand strategic objectives, aligning service delivery and training solutions to achieve defined results.
• Collaborate with Product Management, Sales, and Support to create a unified customer experience that extends beyond implementation.
• Collect and analyze customer feedback and CSAT data to identify trends, root causes, and opportunities for service enhancement.
• Represent SirsiDynix at key customer meetings, conferences, and industry events, demonstrating thought leadership and reinforcing the company’s commitment to customer success.
• Advocate for the customer voice within Professional Services, ensuring insights inform service development and continuous improvement initiatives.

Requirements

• Education in Business, Education, Library Science, or a related field, or equivalent professional experience. Master’s degree, MLIS, or equivalent experience preferred.
• 5+ years of supervisory or management experience in professional services, training, or consulting.
• Excellent interpersonal, communication, and presentation skills.
• Strong business acumen with strategic thinking, organizational, and leadership abilities.