Director: Services Operations

Job Description

We have an excellent new opportunity for a Director: Services Operations to join our established and fast-growing business.Title: Director: Services OperationsLocation: Bristol / RemoteSalary: £85,000 - £98,000 /yearBens: Life / Pension / Medical HealthAbout UsWith us youll find smart, creative teams who love working together to deliver value for our customers, and a global culture of growth and possibility. Our operating model has always supported remote workand as we keep growing and evolving our workplace,that wont change. Were passionate. Were proactive. We take pride in our work, and we love a good challenge. Sound like youOpportunity Summary:We are looking for a self-motivated and highly organized professional services leader with a proven track record in driving high-performing professional services teams. The Director, Services Operations will be responsible for the strategic alignment, communication,implementation, and enhancements of our innovative solutions and will lead a profitable and efficient services team within the Customer Experience Management (CXM) business unit across EMEA and US regions. You will work to efficiently enable, support, andapply our product solutions for a wide range of customers across the entire CXM product spectrum, ranging from data connectivity (CDP) to channel orchestration, and implementation of various messaging channels (email, SMS, mobile, push).Successful candidates will be strong proven leaders with experience solving complex business challenges while enabling teams to deliver value to customers both in project delivery and in presales cycles. The role will appeal to someone with a resilient leadershipbackground, willingness to improve process and operational efficiencies, and strong interpersonal skills to gain cross-functional adoption and successfully execute change management. You will be responsible for the growth and delivery of professional servicesto customers in a timely, effective, and profitable manner. You must be an analytically minded leader, obsessed with customer success, focused on driving efficient & effective services and advise and mentor on best practices to drive customer success at everyturn.Primary Responsibilities:

• Provide strategic direction and guidance to help achieve revenue growth and improve profit targets through the delivery of high-value service to ensure long-term customer success
• Identify and solve business process improvements and behavior changes needed for service delivery (implementations, change requests, migration initiatives, etc.)
• Drives improvement of operational efficiencies, capacity planning, and change management to ensure agility and profitability based on business needs
• Work closely with cross-functional teams across Customer Success, Support, R&D, Sales, Presales, Product Marketing, and more
• Monitor and measure business-line performance and provide timely and accurate revenue and resource forecasts by tracking and analyzing resource utilization, project margins, project delivery efficiency and overall customer health
• Serve as a project sponsor on key implementations and collaborate with customers and internal stakeholders to make sure business goals are aligned with product strategy to ensure success
• Using industry best practices, establish services offerings in support of the CXM Services strategy and playbook to support successful and profitable services projects
• Manage Services team of FTEs and Contractors
• Improving Technical Services team efficiency by contributing to documentation and automation efforts
• Monitoring and contributing offerings and service delivery by successfully introducing and measuring time-to-value concepts and milestones to further define success

Requirements:

• 7+ years of experience working for a SaaS/Cloud Base solution, enterprise software consultation, and/or AWS environment for marketing SaaS technology
• Proven track record in building and leading a profitable technical team or professional services business for an enterprise-grade software vendor
• Experience leading a portfolio of enterprise customers through a variety of software implementation projects
• Capable at initiating, navigating and successfully completing projects and initiatives with cross-functional colleagues/departments
• Experience with time tracking and capacity planning methodology and models
• Comfortable working within a fast-paced & multi-tasking environment
• Strong interpersonal, analytical, and project management skills
• Ability to present with executive-level polish to senior leaders and customers
• Experience with dynamically changing and growing organizations
• Ability to learn and acquire new skills quickly
• Experience hiring, training, and enabling qualified staff
• Experience partnering and working closely with Sales and Customer Success team members
• Analytical, technically proficient, and able to learn new tools and software quickly
• Proactive and strategic vision with a self-starter mentality to get things done
• Technically literate in HTML, CSS and SQL

We are a leader in cloud-based tools for digital transformation.We are an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other legallyprotected status.Next StepsIf you wish to apply to this vacancy for a Director: Services Operations, please click on apply to upload your CV.We look forward to hearing from you.

Keyskills :
ManagementSeniorManagerDirectorExecutive