Director, Professional Services

About the Role

Responsibilities

• Lead a Professional Services organization, partnering with six managers, who are critical in delivering customer implementations, through onboarding and ongoing relationships.
• Lead the strategy and vision for the Professional Services function, partnering with the SVP of CX and the PS leadership team to align the team’s direction with the broader mission of the Customer Experience Group.
• Identify areas for improvement by understanding the underlying root causes of inefficiencies and partnering with the Operations and Enablement teams to lead change management.
• Set career objectives with the managers and proactively manage them towards achieving performance objectives (KPIs) while developing the team members against our core competencies.
• Lead the advancement of Services processes by maximizing efficiency, values, and customer experiences across the customer lifecycle. Always think of and implement outside-the-box ways that CaptivateIQ can increase impact across our customers and drive long-term customer success.
• Ensure attainment of core KPIs - revenue target, CSAT, billable utilization, team NPS, and more.
• Act as a point of escalation to ensure prompt resolution of implementation risks and issues.
• Build strong partnerships with the Sales organization and serve as a Services sponsor on key accounts, opportunities, and renewals.
• Serve as the trusted point of contact for our Customers’ executive sponsors, beginning from the point of sale and extending through onboarding, project success, and optimization for paid services customers.
• Partner with SVP to inform KPIs and compensation strategy that accomplishes core business metrics and margin targets.

Requirements

• 10+ years of experience in professional services, customer success, or support functions.
• 6+ years of direct management experience of individual contributors with 3+ years of experience managing front-line managers.
• Demonstrable success in thinking strategically and executing tactically, while providing consistent and high levels of customer satisfaction.
• Experience leading Education teams is a plus.
• Approach all situations with empathy and curiosity, inspiring others and bringing out the best in them.
• Strong technical aptitude that allows for ease when handling customer escalations
• Experience at an organization whose product is a complex enterprise-level SaaS software.
• Strong track record of cross-functional partnership.
• Highly data-driven with a commitment to process. Excited about driving and tracking a consistent engagement process with all customers across your team.
• Live the core CaptivateIQ values. Be a team player with the highest level of integrity.

Benefits:

• (US-ONLY) 100% of medical, dental, and vision covered including 75% for dependents
• Flexible vacation days and quarterly mental health days so you can recharge
• Enjoy a one-time expense on your 1-year work anniversary (to use for travel, home furnishings, fancy meal)
• One time work from home stipend annual stipends for professional development and caretaking
• Virtual team lunches to keep you connected
• (US-ONLY) 401k plan to participate in and save towards the future
• Newest Apple products to help you do your best work
• Employee Resource Groups (ERGs) to support and celebrate the shared identities and life experiences of communities within CaptivateIQ. ERGs directly support our company-wide DEI goals as a space for developing and retaining diverse talent

Notice to Prospective Candidates:

• Only emails from @captivateiq.com should be trusted.
We are aware of active recruitment scams using the CaptivateIQ name, in which individuals pose as our recruiters and post fake remote job openings and make fake job offers on the Internet. Please note, we will never do the following:Attempt to correspond with a candidate using a free web-based account, such as an email address that ends in @gmail.com, @yahoo.com, @hotmail.com, etc.
• Make an offer of employment without conducting multiple rounds of interviews face-to-face using secure video-conferencing technology.
• Ask candidates to cash checks to buy equipment on behalf of CaptivateIQ.
• Ask candidates to make a payment in order to be considered for a position.
• Make early requests for candidates' personal information such as date of birth, passport details, credit card numbers, bank details and social security number, etc.
• Please note that we’ll only ask for more sensitive personal information in connection with background checks after an offer is made.