Strategic Director of Professional Services
hace 1 mes
At Medallia, we are committed to creating a culture that values every person and every experience. Our Director of Professional Services will play a key role in driving this vision forward.
The ideal candidate will have a proven track record of leading and managing high-performing Professional Services teams, with a strong focus on customer success and growth. They will be responsible for owning a portfolio of accounts, including successful management through the entire lifecycle, from implementation to ongoing services and long-term success.
Key responsibilities will include:
- Direct management and leadership of a PS team to include recruiting, hiring, development, performance management, and retention
- Financial management and reporting, including P&L
- Developing and promoting 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
- Developing and promoting best practices within the team, fostering quality and customer success on every engagement
- Supporting the development of a high-quality partner ecosystem
Qualifications include:
- 7+ years experience leading and managing a Professional Services team, servicing customers with dynamic/complex product lines, and managing a P&L
- 10+ years in Professional Services or related field
- Bachelor's degree or commensurate work experience
Preferred qualifications include:
- Proven track record of successful delivery on NPS, renewal/account expansion metrics, and land & expand enterprise models
- Graduate degree
- Experience in the full customer lifecycle, including product implementation, ongoing servicing, and customer success
- Proven ability to drive strategic relationships with Fortune 500 C-level customers
- Experience 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
- 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
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