Director, Professional Services

  • Full-time

Company Description

Are you an ambitious, competitive go-getter with a positive attitude? If so, Satmetrix is searching for you!

Located in Silicon Valley, Satmetrix develops customer experience and intelligence solutions used by major brands and small businesses around the world to understand how customer experiences drive their business success. Already seen as an industry leader, Satmetrix is venturing ahead with powerful new tools for online surveying and social media analytics. We’re excited about the change we're driving in our industry with easy to use cloud-based software that brings the powerful Net Promoter® based solutions to a broad new global audience.

Job Description

Reporting to the SVP Products & Services, the Professional Services Director will be responsible for developing and managing the Professional Services team in support of developing a World Class Organization.  The Professional Services Director will lead the Professional Services team strategy, implement successful NPS programs, develop new value-added services, and define and implement best practices.  The ideal candidate will ensure customer success through a cohesive services delivery process while conducting ongoing measurements on the health of operations relative to goals and budgets. This hands-on position is also responsible for tracking performance and providing decision support for improving revenue and margins. Candidates must have a successful track record with a B2B technology company, preferably in an OnDemand/Software-as-a-Service (SaaS) delivery model environment.

This is a highly visible and complex role since the candidate will be the point of contact and work with executives and users across the entire organization. The successful candidate must be a strong leader, extremely well organized, detail-oriented, quality-minded and possess excellent written and verbal communication skills.

Qualifications

Responsibilities:

  • Optimize billable utilization of the Professional Services team
  • Hands-on responsibility and ownership to deliver customer projects
  • Provide consistent/comprehensive key performance metrics, analysis and recommended actions
  • Manage business forecasting, capacity planning, profitability
  • Present updates to executive team identifying risks, challenges, and solutions
  • Make our customers successful!

Qualifications:

  • Demonstrated leadership, organizational, and communication skills
  • Ability to facilitate and influence decisions by motivating others to achieve excellence
  • Promote and maintain best practices
  • Plan and implement staff training and ensure continued knowledge improvement
  • Excellent project management skills
  • Ability to develop clear action plans and drive processes and implement procedures
  • Results-oriented with ability to prioritize multiple objectives
  • Process oriented, but flexible around business needs
  • Must be proficient at analyzing data
  • Knowledge of NPS programs

Requirements:

  • 5+ years experience leading, managing and growing a billable professional services organization
  • Advanced knowledge of program management and project management methodology for SaaS software.
  • BA/BS degree in a related field

Additional Information

Satmetrix takes pride in developing and promoting talent as an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, veteran status, or any other category protected by applicable federal, state or local laws. By fostering a diverse business environment, Satmetrix welcomes opportunities to learn from each other, our customers, investors, suppliers, and business partners.