Senior Director, Professional Services and Training

Seattle, WA
Customer Success – Customer Success Management & Operations
Full-Time
The Role
 
The Senior Director of Professional Services and Training is responsible for managing the team of Project Managers, Consultants, Trainers and Curriculum Developers that work with our customers to understand, implement and optimize the Outreach solution. 
 
Outreach Professional Services and Training is focused on programs that educate, enable and grow adoption of the Outreach solution.  This helps create successful customers from the initial deployment of the solution through the entire customer lifecycle. This role will be critical in helping define the strategy and managing the team to execute the strategy. 
 
This role reports to the SVP of Customer Success team and is part of the Customer Success Leadership Team.  This leader will work cross functionally with other parts of the business including Sales, Marketing, Customer Success, Support, Sales Ops and Product.  

Your Daily Adventures Will Include

    • Growing, managing and operationalizing the Professional Services and Training departments for Outreach
    • Developing and leading a high performing Professional Services and Training team
    • Developing and implementing programs, packages, tools and templates that create scale for the Professional Services and Training programs
    • Working with sales and success leadership to position Professional Services and Training in the sales cycle
    • Managing to revenue, margin and sales goals
    • Developing a strategy for online training, classroom style training and one to one training
    • Growing and developing delivery and training partners to create an ecosystem of delivery professionals as well as a subcontracting capacity
    • Ensuring that customers are fully adopting the Outreach system by assisting them in the implementation of new features and functions as well as the change management of those functions
    • Serving as an Executive Sponsor and key stakeholder on critical projects
    • Working closely with our partners to ensure successful Outreach deployments
    • Developing a Partner Quality Assurance function that allows for the monitoring of quality for professional services
    • Participating in the sales cycle for major accounts to represent Outreach Professional Services and ensure the proper positioning and selling of Professional Services
    • Serving as the escalation point for resolving customer contractual, implementation and ongoing  issues
    • Contributing to the strategic direction of the Customer Success organization through leading and participating on internal initiatives
    • Working with Success operations to develop and grow a delivery methodology
    • Encouraging high standards of performance and inspiring others to define new opportunities and continuously improve the organization
    • Creating and fostering a team environment that encourages people to take risks and do their best

Basic Qualifications

    • 10+ years managing fast-paced, enterprise Professional Services teams.   Enterprise SaaS company experience strongly preferred
    • Previous experience as a manager of direct reports
    • Ability to attract, retain and develop a high-performing team of direct reports
    • Experience in quickly building and growing teams from small to very large
    • Experience in leading teams in other post sales leadership roles such as Customer Success, Technical Support or Account Management
    • Able to synthesize data and analytics to formulate sound program objectives and goals
    • Problem solver who loves solving complex problems at scale
    • Strong empathy for the customer and the ability to grow revenue
    • Excellent communication skills, both written and verbal, as well as excellent organizational skills
    • Effective interdepartmental communication skills
    • You embody our core values. We are hungry craftspeople, we have grit, we are honest, we take ownership, we have each other’s back no matter what, we’re one with our customers, and we find strength in diversity and inclusion
    • Ability to travel approximately 50%

Preferred Qualifications

    • Knowledge and understanding of Sales as a discipline
    • Aptitude and passion for technology and software products/platforms
    • Bachelor’s Degree and/or equivalent, professional training, and/or certifications preferred
    • Completed leadership training 
Why You’ll Love It Here

• 100% medical, dental, and vision coverage for full-time employees
• Unlimited PTO (and people actually use it!)
• 401k to help you save for the future
• Company-organized and personal paid volunteer days to support the community that supports us
• Fun company and team outings because we play just as hard as we work
• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network)
• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents
• Employee referral bonuses to encourage the addition of great new people to the team
• Plus, unlimited snacks and beverages in our kitchen