Responsibilities:
- Lead, manage, and develop a high-performing Professional Services team consisting of project managers, professional service managers, solution architects, and implementation specialists.
- Define, implement, and continuously improve the Professional Services delivery model to ensure scalability, efficiency, and customer satisfaction.
- Oversee the successful delivery of hardware and SaaS projects, from initial scoping and planning to execution and go-live, ensuring projects are delivered on time, and to a high standard of quality.
- Act as an escalation point for high-priority or complex issues, ensuring timely resolution and maintaining customer satisfaction.
- Collaborate with Sales, Customer Success, and Support teams to ensure a smooth customer journey from sales to implementation and post-go-live support.
- Standardize processes and methodologies for project delivery, including customer onboarding, solution deployment, and customer training, ensuring consistency across all engagements.
- Establish and track key performance indicators (KPIs) for the Professional Services team, including utilization rates, capacity, and CSAT.
- Work closely with the Product, Engineering, and Sales teams to ensure alignment of Professional Services with product development roadmaps and customer requirements.
- Collaborate with the Customer Success and Support teams to ensure customers receive exceptional service throughout their lifecycle, including post-implementation support.
- Provide feedback to product management and engineering teams on customer requirements, pain points, and suggestions for product improvements.
Requirements:
- Bachelor’s degree in Business, Computer Science, Engineering, or a related field; MBA or Master’s degree preferred.
- 10+ years of experience in Professional Services, with at least 5 years in a leadership role overseeing both hardware and SaaS implementations.
- Proven track record of delivering complex technical solutions to enterprise customers, ideally in both hardware and SaaS environments.
- Strong leadership skills with the ability to inspire, motivate, and develop a diverse team of professionals.
- Exceptional communication, negotiation, and interpersonal skills, with the ability to build strong relationships with both internal teams and external customers.
- Strong problem-solving skills and the ability to manage multiple projects and priorities in a fast-paced environment.
- Experience working with cross-functional teams including Sales, Product, Engineering, and Customer Success.
- Familiarity with project management methodologies and tools (e.g., Agile, Waterfall, MS Project, Jira).
- Technical understanding of hardware solutions, cloud-based SaaS platforms, and integration technologies.
Salary
Competitive
Monthly based
Location
San Francisco, California, United States
Job Overview
Location
San Francisco, California, United States
