Manager, Professional Services EMEA
London
Sales & Marketing – Professional Services /
Full time /
Hybrid
About Highspot
Highspot is pioneering the category that is fundamentally changing the way companies increase sales productivity. On a mission to transform the way millions of people work with sales enablement, Highspot is committed to building breakthrough software with a spark of magic. We believe a great place to work is about more than the work – it’s about what the company stands for, and how it authentically represents its values in the real world. To this end, we have put intentional focus on creating equitable workspaces for each of our employees. Our goal is to create a culture where everyone feels a deep sense of belonging and is empowered to be an agent of change, with the ability to transform themselves, their workplace, and their world.
About the Role
In this role, you will lead the Professional Services team in EMEA. This is a high-impact and high-visibility position in which you will be responsible for leading our Delivery and Technical Account Management teams, focused on onboarding new customers and delivering ongoing service to ensure our customers always recognise more value from Highspot today than they did last year. You will foster relationships with key customers to ensure the services they receive are driving adoption and better business outcomes. You will work closely with the post-sales leadership team to drive our customer strategy and the services we can provide to them, as well as with our Sales teams to support pre-sale conversations.
What You'll Do
- Coach the Professional Services teams to consult with customers and design & configure solutions in the product that support customer goals. Guide your team through complex customer scenarios and ensure they create great customer experiences at all times.
- Cultivate deep product knowledge within yourself and your team. Gain deep knowledge, understanding, and experience with the Highspot product and how it is integrated with other systems in a customer environment. Provide training/guidance/best practices to customers and the team.
- Develop a culture of excellence within the Professional Services teams. High levels of customer engagement, a focus on demonstrable results and a desire to help customers achieve high-value outcomes should be the foundation of any Services team and you will instil these values in your team.
- Scale Organizations, Processes, and Operations. Work with the post-sales leadership team to design organisational and process changes as our company grows and evolves and be the primary execution point for making those designs a reality within Professional Services.
- Partner effectively across functions. Act as an ally and partner to colleagues in related functions - Account Management, Customer Success, Product, Marketing, and others - supporting the strategic decision-making process across the region. Demonstrate a balanced, reasoned approach to conflict or differing priorities.
- Build Services pipeline with our pre and post-sales teams. Support our new business group with timely customer presentations about working with Services and scoping customer deliverables. Work closely with our customer teams to ensure that customers can and do purchase the support they need at key moments in the customer lifecycle.
- Maintain focus on the company's financial health - understanding and controlling Professional Services revenue, cost and margin targets are critical to running a sustainable business and you will be responsible for both revenue results as well as cost control.
Your Background
- 2+ years of managing high-performing revenue attainment teams in a SaaS environment.
- 5+ years of client management experience.
- Demonstrated ability to work cross-functionally.
- Familiarity with SaaS businesses, metrics, goals, and challenges.
- Proven strong leadership and decision-making abilities.
- Strong communication skills, ability to articulate and sell a vision internally and externally.
- Strong execution skills and the ability to drive action and accountability.
- Proven track record of hiring, developing, and managing world-class talent.
- Extensive experience driving software solutions involving many stakeholders and delivering results on time with high quality.
- Ability to communicate directly to the product and technical teams: share insights into root causes of customer discontent, advocate for features/functionality to eliminate churn, drive customer satisfaction.
- Working Knowledge of CRM (Salesforce.com, Dynamics 365) operations and administration.
- Entrepreneurial spirit and mindset, a focus on possibilities and not obstacles.
- Proven ability to navigate ambiguity and change.
- Proven track record of defining and optimizing processes.
- Experience working with and deploying CMS/DMS technologies an advantage.
#LI-AH1
Benefits
Competitive compensation including equity so you feel like you have a piece of the pie
Flexible Leave Balance
Holiday week off between Christmas and New Year
Private medical insurance for you and your dependents
4 x death in service benefit
Income protection insurance
Company social events throughout the year
Meaningfully contribute to a compelling vision
Quarterly Recharge Fridays (paid days off for mental health recharge)
Access to Coaches and Therapists through Modern Health
Eligibility Checks
We carry out various eligibility and background checks as part of our recruiting process, including employment history, education verification and criminal records check. If you require further information let us know.
Highspot UK Candidate Privacy Notice
Equal Opportunity Statement
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of age, ancestry, citizenship, color, ethnicity, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or invisible disability status, political affiliation, veteran status, race, religion, or sexual orientation.
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