Director, Professional Services Job at Hootsuite (London)

Job Description

The Director, Professional Services is responsible for leading a team of Professional Services Managers focused on building, evolving and delivering services activities post-sale including onboarding and training. As a key member of the Customer Office leadership team, this role will work cross functionally with leaders in Customer Success, Sales, Support, Product, and Marketing to improve the customer journey through service experiences, and drive additional revenue for Hootsuite.

Job Responsibility

Lead a world-class Professional Services organization that ensures our customers realize maximum value of their Hootsuite tech stack through strong onboarding, training, and ongoing technical and strategic support
Hire, coach, and develop a high-performing management team, fostering a culture of deep customer focus, collaboration, over-achievement, and continuous learning
Perform full scope of people management practices, including performance management and DE&I
Drive and influence Professional Services outcomes including time to value, services consumption, and services revenue growth while contributing to Hootsuite’s overall customer retention and growth targets
monitor customer CSAT, onboarding and health scores to identify trends, and recommend ways to improve the customer experience through services
Define, refine and proactively report key operational metrics related to Professional Services including team utilization rate, consumption, renewal rate, and services revenue growth
Determine profitability of the paid Professional Services offerings your team is responsible to maximize revenue and eliminate situations where projects are unprofitable
Collaborate with senior leaders and stakeholders in the Global Revenue Organization to identify, create, and drive delivery of new value-add services that drive retention and expansion with our customers
Support the Global Revenue Organization in scoping and positioning Professional Services to our prospects and customers
Partner with our Partner team to determine if and when we should position partner support on our projects
Act as a point of escalation for customers in their services journey, ensuring a best-in-class customer experience
Proactively anticipate services challenges, and identify opportunities for improvement
partner with the Professional Services leadership team to align on global solutions and operationalize within our various customer regions
Attain trusted advisor status with our customers by developing institutional knowledge of Hootsuite, Talkwalker, as well as Partner products and services, and through a culture of learning to stay on top of industry and vertical social trends
Serve as a positive, dynamic leader that displays the best work ethic, creative problem solving skills, positive attitude, and a team-oriented proactive approach, while sharing best practices and coaching on strategy

Requirements

Extensive years of relevant work experience preferably in a high-growth and fast-paced SaaS environment or equivalent combination of education and/or experience
Experience in Social Media strongly preferred
Proven leadership experience, executive-level communication capability and interpersonal skills with the ability to influence and drive business outcomes
Open Communication: clearly conveys thoughts, both written and verbal, listening attentively and asking questions for clarification and understanding
Commitment to Results: demonstrating high performance, challenging self and others to consistently deliver results
Customer Focus: demonstrates a desire to proactively help and serve internal/external customers to meet their needs
Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
Negotiation: successfully obtains commitment to a solution or idea, while maintaining integrity and relationships
Influence: asserts own ideas and persuades others, gaining support and commitment while mobilizing people to take action
Priority Setting: Focuses time/energy on the most important issues/opportunities
Capably delivers results through others, demonstrated ability to establish clear direction and help others produce their best work
Identifies key issues and relationships relevant to achieving a long-range goal or vision
Challenges and supports others to create results but also develops new capabilities and expands the capacity of individuals on the team
Inclusive Leadership: Builds inclusive, cohesive teams which apply diversity to achieve common goals
Play to Win: Capably delivers results through others, is good at establishing clear direction, helping others achieve their best work
Long Range Planning: Identifies key issues and relationships relevant to achieving a long-range goal or vision
Builds an integrated plan for course of action to accomplish this vision
Enablement: Challenges and supports others to create results but also develop new capabilities

What we offer

Health insurance including medical, dental, vision, life/disability insurances
Employee and Family Assistance Program
Group RRSP plan with a company match of up to 4% of base salary (Canada)
401k Plan with a company match (up to 4% of base salary) (US)
Global Parental Leave: 26 weeks of full and partially paid leave for permanent employees after 12 months

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