Engagement Director, Professional Services

hace 2 días

Tlahuac, México Medallia A tiempo completo

Overview:
We are more than a software company. We want to be known as a company that does the right thing, no matter the challenge or controversy. We are committed to creating a culture that values every person and every experience. Individual life experiences shape the way we interact with the world, which is why we encourage people to bring their whole selves to work each day. The strength of our global workforce is the most significant contributor to our success.

We believe: Every Experience Matters. Talent is Everywhere. All Belong Here.

At Medallia, we hire the whole person.

Our Director of Professional Services will own a portfolio of accounts including their P&L. The portfolio may be vertically focused (i.e., Financial Services) or geographically focused. They will ensure our customers are successful with Medallia, whilst growing the breadth and depth of the relationships. They will develop and mentor a team of world-class, professional services personnel, and take part in recruitment and goal setting for the organization. They will work with Medallia’s partners to ensure their success with their customers. As an important leader in Professional Services, they will own and help drive key initiatives within Professional Services. Goals include improvement of NPS (Net Promoter Score), Renewals and Customer Expansion, team growth and development, and profitably running their portfolio.

**Responsibilities**:

- Own a portfolio of Medallia’s customers, which includes successful management through their entire lifecycle, from implementation through ongoing services and long-term success
- Direct management and leadership of a PS team to include recruiting/hiring, development, performance management, and retention
- Financial management and reporting (P&L)
- Develop and promote 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
- Develop and promote best practices within the team fostering quality and customer success on every engagement
- Support the development of a high-quality partner ecosystem

Qualifications:
Minimum Qualifications
- 7+ years experience leading and managing a Professional Services team, servicing customers that have 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
- 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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