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Sr. Director Professional Services
Medallia
Palo Alto, CA, United States
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Medallia is on a mission to help companies transform the way they do business with their customers. Our cloud-based application captures customer feedback across multiple channels including social, mobile, web and SMS, and puts it in the hands of the right people in the organisation to drive improvements and learning, from the C-Suite to the front-line. Medallia is the fastest growing customer experience software provider, and we serve many of the world's most admired brands including Four Seasons, Nordstrom, GE, The LEGO Group, Wells Fargo, Verizon and more.
Role Objective
• A proven leader, our Sr. Director of Professional Services will own a portfolio of accounts including their P&L. The portfolio may be vertically focused (i.e., Financial Services) or geographically focused. They will ensure our customers are successful with Medallia, whilst growing the breadth and depth of the relationships. They will develop and mentor a team of world-class, professional services personnel, and take part in recruitment and goal setting for the organization. They will work with Medallia’s partners to ensure their success with their customers. As an important leader in Professional Services, they will own and help drive key initiatives within Professional Services and across Medallia. Goals include improvement of NPS (Net Promoter Score), Renewals and Customer Expansion, team growth and development, and profitably running their portfolio.
Role Accomplishments
• Own a portfolio of Medallia’s customers, which includes successful management through their entire lifecycle, from implementation through ongoing services and long-term success
• Direct management and leadership of a PS team to include recruiting/hiring, development, performance management, and retention
• Financial management and reporting (P&L)
• Develop and promote services offerings around all aspects of PS related delivery
• Meeting organizational goals and managing to customer success, revenue/expense targets, utilization, and top line growth
• Develop and promote best practices within the team fostering quality and customer success on every engagement
• Support the development of a high quality partner ecosystem
Qualifications & Experience
• Our Sr. Director will bring a balance of strategic thinking, client engagement, operational execution, analytics and team building to the organization. They will be able to lead a team through the constant change inherent to scaling a fast-growing enterprise company.
• Seven+ years of experience leading and managing a Professional Services team, servicing customers that have dynamic / complex product lines, and managing a P&L, and at least 10+ years in Professional Services or related field
• Experience in the full customer lifecycle, including product implementation, on-going servicing, and customer success
• Proven ability to drive strategic relationships with Fortune 500 “C” level customers
• Growing and mentoring a Professional Services team
• Operational and financial Professional Services experience
• Vertical Experience in one of Financial Services, Telco, Retail, Hospitality or Automotive
• Proven track record of successful delivery on NPS, renewal/account expansion metrics and land & expand enterprise models
• Ability to develop models and alternative strategies to leverage operational excellence, customer satisfaction and continuous improvement
• Exceptional leadership, interpersonal and relationship building skills
• Ability to communicate verbally and in writing to a diverse customer audience including C-level executives, sales and technical staff
• Strong analytical, operational and problem solving skills
• Bachelor’s degree required, Graduate degree preferred