We’re in search of an experienced professional services leader who will be responsible for coaching, mentoring and growing our new team in the Philippines, while also ensuring the global services they provide are performed to the highest standard. You'll have an opportunity to continue building out an amazing team, contribute to the development of new global processes and procedures, partner with like minded business leaders from the GTM organisation, and work with some of the world's best known brands to ensure they have an amazing experience with your Professional Services Team.
Ultimately we’re looking for a player-coach who can move fast, knows how to hustle, and is not afraid to get their hands dirty by jumping on customer calls, help out their team members with a complex project, or manage a small book of business themselves. You'll help build out the team by continuing to hire amazing people who share our core values, motivate and coach them to ensure successful outcomes for our customers, and ensure your team is hitting their project delivery, utilisation, customer satisfaction and churn and contraction targets.
The Role:
- Coach, mentor and grow our new team in the Philippines.
- Manage the day to day operations of the Phillipines Professional Services team, with a focus on project delivery, utilisation, customer satisfaction, churn and contraction.
- Partner with various leadership teams to build out new offerings, and revise existing offerings.
- Build relationships with our customers, and internal stakeholders, to ensure your team are constantly delivering value.
- Contribute to the definition, development and improvement of both regional and global operational processes.
- Construct a fun, high-energy environment where your team love coming to work and feel as if they’re being developed towards their fullest potential.
- Prioritise the customer experience, lead by example, and monitor adherence to professional services policies and procedures across your reports.
- Carry a small book of business, managing a handful of customers yourself.
Qualifications:
- Minimum 3+ years of professional services management experience, preferably in a SaaS environment.
- Additional 5+ years of consulting experience, preferably in a SaaS environment.
- Proven results in building and executing within a professional services organisation.
- Strong project management, people management, communication, negotiation, and coaching skills.
- Strong customer-facing and presentation skills, with the ability to establish credibility with executives.
- Ability to clearly articulate technical topics to a non-technical audience.
- Positive attitude, high energy and a Getting Things Done (GTD) mindset.
- Some travel may be required based on client needs.
Bonus If You Have:
- Experience in Customer Success, including strategies for mitigating churn and contraction.
- Experience in SaaS, PPM software, or collaborative work management (CWM) tools such as Monday, Wrike, Planview, Changepoint, CA, Mavenlink, Workfront, etc.
- Experience with relevant enterprise solutions such as JIRA, ServiceNow, SalesForce, Oracle, SAP, Workday, Netsuite, etc.
- Experience in an enterprise software Professional Services org, deploying software across multiple organizations and use cases of an enterprise.
- Experience building technical integrations via API, middleware, or PaaS tools.
- PMP or Agile Scrum certification.
- MBA preferred.
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