Manager, Professional Services
hace 1 semana
About Drift:
About the role and team:
We put the customer at the center of everything we do, and everyone who works at Drift has a part in driving customer success.
The goal of Professional Services Consulting is to ensure our most strategic customers get the most out of their investment with Drift.
We do this by taking on customer work to ensure strong business outcomes, through providing best practices to achieve desired outcomes, by using a consultative approach in our customer engagement, and a strong attention to detail.
Reporting to the VP of Professional Services, you will directly lead members of the Consulting team and be responsible for the delivery of Drift services.
You will also strengthen the team's offerings, always seeking to reduce and optimize customer work associated with achieving their business goals.
You thrive in a fast-paced environment and use your consultative and exceptional communication skills to develop significant relationships with both customers and colleagues.
What you'll be doing on the team:
- Lead and scale our growing services business, ensuring an excellent customer experience and that outcomes exceed customer goals.
- Hire, enable, coach, and develop your team of impactful Drift guides to align with individual, team, and company goals.
- Partner with other Consulting Leaders, Onboarding, Professional Services Engineering, Customer Success and Account Management teams to ensure your team is meeting customer expectations.
- Analyze customer performance data to optimize team performance and enhance Drift service offerings.
- Work with the Sales team to sell the value of Drift services to prospective customers.
- Partner with gotomarket leaders to improve and expand service offerings.
By month 3 you'll:
- Complete all employee
- Develop a solid understanding of Drift's products, teams, how goals are set, and how work gets done; begin to work effectively crossfunctionally to achieve goals.
- Be able to articulate well our service offerings and answer prospect and customer questions.
- Have partnered with the VP of Professional Services to build and hire your initial team.
- Have participated in prospect calls and multiple customer calls with team members, establishing important customer relationships at the same time.
- Document your observations, questions, and recommendations as you come up to speed.
- Continue to master your knowledge of Drift products and have industry knowledge.
- Establish a cadence of working with other managers and leaders on the PS, CS and Sales teams.
- Uncover and assess opportunities to increase the depth and breadth of our services offerings.
- Work with Drift's People Team to find a leadership mentor.
- Crosscollaborate to establish an understanding of each customer your team supports. Ensure process adherence and positive progress toward customer goals.
- Serve as an escalation point for your team.
- Share development goals and progress with teams.
By month 6 you'll:
- Established the initial Consulting Team in Guadalajara.
- Have a proactive, independently managed routine established for working with your team.
- Have developed a point of view and established a delineation of Consulting services provided by your team.
- Consistently hit your goals.
- Partner with your peers and Voice of the Customer to ensure insight into customer satisfaction with engagements.
- Partner with peers within Professional Services and gotomarket leaders to prioritize, develop, and launch new service offerings.
- Develop process efficiencies in partnership with Customer Enablement and Operations.
- Work with your manager to identify a plan of continued growth for yourself and each team member you lead and mentor.
- Bring your thinking, strategy, and ideas to the team to develop a vision for the evolution, growth, and scale of the services team.
By 1 year you'll:
- Lead a team that successfully delivers a variety of valuable services to customers, possibly including revenue acceleration strategy, Drift optimization, customer training, technical account management, and more.
- Meet or exceed all goals, including customer outcomes and satisfaction, as well as Drift business and people goals.
- Have established strong relationships with a wide variety of customer leaders.
- Be seen by the Sales organization as a goto resource for articulating our valuable offerings to prospective customers.
About you and what type of skills you'll need:
- Validated experience leading and growing a services team at a technology company.
- 5+ years management experience, preferably within professional services, customer success or comparable customerfacing roles, in a high growth technology company.
- Strong consultative abilities and communication skills, with the proven ability to influence customer and internal partners.
- Must be fluent in Spanish and English, (i.e. able to spea
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