Head of Technical Services

Paris, Remote /
Customer Success – Customer Success /
Full Time
/ Remote
Our Professional Services Team at 360Learning is evolving and growing, and so are the services we plan to offer to our clients, especially to our Enterprise clients. The goal is to extend the current scope of our Learning Management Software. 

We are currently looking for our very first Head of Technical Services, who will help us to create and to lead the Technical Services department globally. In this role, you will report to the VP CS EMEA and you will collaborate closely with the Product team. 

As our Head of Technical Services, you will: 
- Define the go-to-market strategy and offer of the technical services from custom integration to custom look and feel as well as scripts and analytics
- Intervene with prospects & client to scope needs, build custom SoW and pricing
- Ensure the delivery of the proposed offering - by yourself and by building a team and/or by 3rd-party providers
- Deliver the offer in both build and run phase
- Collaborate with the product team to identify where the product needs to evolve to allow for those product extensions
- Take the coaching of the current team and keep hiring more resources as the offer expands
- Own the P&L of the team to reach profitability & growth

Within 1 month, you will:

    • Become a Trello expert through our onboarding process
    • Understand our product offering through training
    • Master our integration possibilities (flat files, APIs)
    • Own technical services tool stack (Workato & more to select)
    • Define a quick win offer

Within 3 months, you will:

    • Define the target offer
    • Structure the selling process of the offer
    • Deliver the quick win offer for initial clients
    • Be the point of contact for product, presales & PS on technical services offering and request

Within 6 months, you will:

    • Successfully offer and deliver the technical services catalog
    • Set selling, delivery and maintenance process
    • Grew the team from 1 to 5 team members

Within 12 months, you will:

    • Extend the team & those services towards our partner ecosystem
    • Get the P&L to profitability
    • Ensure continuous evolution of the offer to meet our customer needs

The Skills Set

    • Minimum 8 years of experience supporting technical partnerships and integrations, developer relations, or similar technical role with external stakeholders
    • A Customer facing background (Technical consultant, Technical Project Manager, Technical Account Manager)
    • Experience with B2B SaaS deployment (ideally HR/E- Learning) and the comfort of engaging with technical stakeholders, and leveraging technology innovation to unlock customer value
    • Partner centric: You understand how to present our value proposition to other SaaS companies and 3rd party developers to encourage them to integrate with 360Learning
    • Strong understanding of the web technology stack (JavaScript, RESTful APIs) and systems integration capabilities (flat file exchange, API-based, iPaaS)
    • Ability to adapt to your audience, flexibility in tackling a conversation with highly technical stakeholders, and reducing complexity to more common terms with less technical stakeholders
    • Project management skills, solution-oriented, client-first mindset in everything you do
    • Collaborative: Proven ability to work across different departments and levels of management, with strong stakeholder communication skills
    • Native French, and excellent English proficiency (B2 minimum)
    • Enthusiasm for our culture: https://bit.ly/Convexity_360L

What we offer:

    • Compensation: Package includes base salary, a variable component and equity
    • Benefits/Perks: Work From Home stipend, RTT, lunch vouchers, medical insurance, gym subscription, 1 month parental leave for the second parent. View our CSR charter.
    • Balance: Flexible hours, full remote work possible anywhere in France
    • International team: Offices in London, New York and Paris
    • Culture: A framework that will make you successful - envision what's it like to join 360Learning from onboarding to ramp-up, and beyond: https://360learning.com/blog/360learner-journey/

Interview Process:

    • Call with our Talent Acquisition Manager
    • Interview with the VP Customer Success
    • Case study with the team
    • Clarification meeting with the Ops team
    • Culture Fit Meeting with our Chief Revenue Officer
    • Reference Check
    • Offer!
Who We Are
360Learning enables companies to upskill from within by turning their experts into champions for employee, customer, and partner growth. With our LMS for collaborative learning, Learning & Development teams can accelerate upskilling with the help of internal experts instead of slow top-down training. 360Learning is the easiest way to onboard and upskill employees, train customer-facing teams, and enable customers and partners–all from one place.

360Learning powers the future of work at 1,700 organizations. Founded in 2013, 360Learning has raised $240 million with 400+ team members across the US and EMEA.

Learning Includes Everyone.
In concert with our culture, 360Learning believes learning includes everyone and that means embracing the strengths of diversity, connectedness, and inclusion. Through conscientious efforts, our global footprint celebrates cultures, perspectives, and experiences from all over the world to support our platform that is built for all regardless of race, ethnicity, gender identity or expression, sexual orientation, religion, age, neurodiversity, disability status, citizenship, veteran status or any other aspect which makes an individual unique or protected by laws and regulations in the locations where we operate. Thus, 360Learning is proud to be an equal opportunity workplace, and we commit to continue this throughout our processes for recruitment, compensation, benefits, performance, promotion, and all other conditions and terms of employment. We want to learn from and with you!