Director of Services
Company: Highspot, Inc.
Location: Seattle
Posted on: May 29, 2023
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Job Description:
About HighspotHighspot helps sales teams improve customer
conversations and achieve their revenue goals. From content
optimization and performance analytics to in-context training,
guided selling, and more, the Highspot platform delivers
enterprise-ready features in a modern design that sales reps and
marketers love. Using Highspot, marketing leaders have deep
insights and analytics into the performance and influenced revenue
of content, campaigns, and marketing assets. What makes the
solution special? It's loved by sales reps globally, and is the #1
rated sales enablement platform on G2 Crowd.We are committed to
diversity as both a moral and business
imperative.Overview:Highspot's mission is to deliver breakthrough
products and services that transform the way millions of people
work. Life is short, and we want to spend our time creating
something that matters. In Highspot Services, we love what we do
and have fun doing it. Our customers are our heroes, we work with
them to help them achieve their goals; we work to collectively make
us all better.About the team and role:Known for their
high-performance, the STM (Services Team Members) org is
responsible for all customer onboarding, implementation, and end to
end customer experience including mature adoption of our platform;
we don't have separate deployment and Success teams.In this role,
as Director of Services, you will be a leader of STM Managers who
lead Highspot's Services Team Members or STMs. This is a high
impact and high visibility position in which you will be
responsible for leading the teams that works most closely with our
customers. You will be managing and scaling our STM team, designing
the organizational structure, operating system and customer
interaction model that will propel Highspot's growth.What You Will
Do:Scale Organizations, Processes and Operations:- Design and
execute organizational and process changes as our company grows and
evolves.- Outline a transformation strategy that standardizes
implementation processes, tools, documentation, and training that
enables a delightful, world-class customer experienceBuild a common
set of playbooks, practices, and principles for the STM team to
standardize and improve the STM org- Recommend new technologies to
improve productivity, time to go-live and customer
satisfactionDevelop a High Performing, High Engagement Team and
Culture:- Coach and develop your direct reports (who are people
managers themselves) as well as individual contributors. -
Demonstrate very high emotional intelligence. Set and uphold the
highest performance standards. - Help colleagues "enjoy the ride" -
one of our core guiding principles.Provide Customer Insight:-
Synthesize key themes from across the customer base and obsesses
about creating the perfect customer experience. - Serve as the
executive sponsor for individual customers. - Translates product
features to customer impact. - Guide your team through complex and
difficult organizational issues across all customer
segments.Partner effectively across teams and functions:- Act as an
ally and partner to colleagues within Services and partner
functions - Product, Account Management, Marketing and others -
making decisions that take broader perspectives into account and
providing insight into others' decisions. - Demonstrate a balanced,
reasoned approach to conflict or differing priorities. - Oversee a
team of manager and their direct reports in the deployment and
ongoing support of Highspot for our rapidly growing customer
baseCultivate the deep product knowledge: that has to date been one
of the hallmarks of the Services 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
team.Improve KPIs: customer satisfaction; reduce non-responsive
customers; Velocity (days to go live); throughput (total number of
implementations)About You- Experience and Requirements: Customer
guru: An experienced professional with a Customer-obsessed mindset,
who has built and led large teams to deliver on customer strategy
and objectives. A leader who is able to think on their feet and
pivotAn Excellent Operations Leader: An experienced, confident,
empathic leader who can execute on an operations strategy for
transforming the STM org into a mature, scalable organization with
standard processes, playbooks, training. A seasoned professional
who knows what "great" looks like and can "bring the team" along
with them on that journeyHigh People EQ: Highspot has a strong
people-first culture. This leader needs to maintain that while
helping the STMs and STM People Managers reach and surpass their
potential, especially as we continue to rapidly growSkills: A
leader who understands that they must learn the Highspot business
and be able to implement our product. Without this willingness to
learn, this leader will be unable to establish credibility and win
respect from their STMs. This learning is a longer process than
most expect and is achieved via doing a deployment,
product/engineering training, and joining customer calls. This is a
non-negotiable for success in the Director role- 10+ years of
professional services delivery experience with enterprise and
strategic customers- 3+ years of leading high performing teams;
experience managing managers is required- 3+ years working with
SaaS products and technologies- Demonstrated ability to work cross
functionally- Familiarity with SaaS businesses, metrics, goals,
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 talentBase salary
range: $152,174 - $228,696 annually. Employees may also be eligible
for bonuses, stock options, and other forms of compensation.The
above represents total expected compensation for this role. Actual
compensation will depend on various job-related factors, including,
but not limited to, location, experience, and job
qualifications.Highspot also offers the following employee benefits
for this position:-Comprehensive medical, dental, vision,
disability, and life benefits-Health Savings Account (HSA) with
employer contribution-401(k) Matching with immediate vesting on
employer match-Unlimited PTO-8 paid holidays and 5 paid days for
Annual Holiday Week-10 Recharge Fridays (paid days off for mental
health recharge)-18 weeks paid parental leave-Professional
development opportunities through BetterUp and LinkedIn
Learning-Discounted ClassPass membership-Access to Coaches and
Therapists through Modern Health-2 volunteer days per
year-Commuting benefits#LI-LM5Equal Opportunity StatementWe 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.Did you read the requirements as a checklist and not
tick every box? Don't rule yourself out! If this role resonates
with you, hit the 'apply' button.
Keywords: Highspot, Inc., Seattle , Director of Services, Executive , Seattle, Washington
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