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Senior Director, Professional Services
Internet Industry Company
New York, NY, United States
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Senior Director, Professional Services - Company website
Everyone who wants to change the world should have the tools and technology to do so. Technology is the most powerful equalizer of our time, providing access to data, knowledge, and--above all--connections. Company website gets our technology in the hands of nonprofits and educators so they can connect with others and do more good. As a social enterprise, the more missions our technology supports, the more we invest back into technology and communities, creating an endless circle of good. We're here to help; visit us at Company website.
We're looking for exceptional leaders to join the Customer Success Group at Company website. If you possess intellectual curiosity, great problem solving skills and an unwavering belief that the right technology can solve any problem including world hunger (no really, we mean it!) then you are the ideal candidate for the job.
The Senior Director, Strategic Services will be responsible for building a specialty consulting practice to help drive adoption with new and emerging Company website products. This team will also work closely with select strategic pro-bono customers to ensure mutual success on the platform. This is an excellent career opportunity for someone interested in building their own independent Company implementation practice. S/he will lead all aspects of the strategic services team including, assembling a team, business development, and overseeing delivery of global Company website implementation and customization projects. This inspirational leader will possess education/nonprofit industry expertise, provide innovative thinking on organizational transformation as well as strong operational acumen.
This individual brings their strong background in enterprise software implementation to guide customers toward delivering increased social impact through the successful deployment of Company technology.
Responsibilities:
• Collaborate with AEs and Sales Leadership on prospect and customer engagement strategy and customer success plans
• Build strong relationships with SI and ISV partners in the Company website ecosystem and align on GTM and implementation strategies to maximize customer success.
• Develop and nurture long-term relationships with executive stakeholders by networking between customers, partners, and Company website.
• Ensure the right Company website service offerings are positioned across both new and existing customers.
• Oversee delivery for all consulting engagements for both emerging technology and pro-bono engagements
• Advise on controls and levers for organizational utilization achievement across all consultants
• Advise the Company website leadership team on resource skills required both functional and technical development, certification planning and coaching.
• Develop an escalation management program for Company website projects and customer escalations
• Hire world class talent and manage performance to ensure career growth opportunities
This role will require 30% customer facing travel.
Experience/Skills Required:
• Minimum 15 years relevant work experience including minimum 5 years as a leader in a software services practice
• Demonstrated success in building a Services Practice, Customer Engagement or Partner Engagement function for a product company or software consulting company
• Inspirational leadership abilities
• Ability to quickly grasp and simply explain complex technological and business concepts
• Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and develop trusted advisor relationships
• Experience managing multi-partner software implementation projects
• Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications and automation
• Knowledge of Company product and platform features, capabilities and best practices
• Experience in nonprofit or higher education sectors
• Bachelor's Degree with MS or MBA preferred
The following Company website certifications will need to be obtained within 90 days of hire:
• Company website Certified Administrator
• Company website Certified Advanced Administrator
• Company website Certified Sales Cloud Consultant
• Company website Certified Service Cloud Consultant