Digital Services Leadership Position in Sydney
3 weeks ago
We are seeking a seasoned Director to lead our Professional Services team in the APAC Region. As a key member of our leadership team, you will be responsible for managing a high-performing organization of services consultants and their managers. Your primary focus will be on delivering exceptional customer experiences through effective project management, strategic planning, and strong partnership with our sales team.
Key Responsibilities- Lead a team of experienced services consultants and their managers, ensuring they have the necessary skills and resources to deliver high-quality customer implementations.
- BUILD STRONG PARTNERSHIPS WITH SALES ORGANIZATION AND SERVE AS A SERVICES SPONSOR ON KEY OPPORTUNITIES AND RENEWALS.
- Contribute to the development of our Professional Services strategy and vision, aligning the team's objectives with the broader mission of our Customer Success Group.
- Set performance objectives with your team members and proactively manage them towards achieving key performance indicators (KPIs) while developing them against our core competencies.
- Identify areas for improvement by understanding the underlying root causes of inefficiencies and partner with our Strategy & Operations team to drive change management.
- Drive continuous improvement of our services delivery based on feedback from customers and data, ensuring we achieve our core KPIs, including revenue targets, billable utilization, and CSAT/NPS.
- Act as an effective point of escalation to ensure prompt resolution of risks and issues.
- 10+ years of direct customer advocacy and engagement experience in professional services, with 5+ years of direct management experience of individual contributors, preferably with experience managing front-line managers.
- A proven track record of thinking strategically and executing tactically, providing consistent and high levels of customer satisfaction in a fast-paced environment.
- Strong technical skills that enable effective handling of customer escalations and technical challenges.
- Experience in an enterprise solution sales environment, with the ability to partner with account executives in the development and closure of sales opportunities.
- Strong cross-functional partnership skills and a highly data-driven approach to driving engagement processes with all customers across the team.
We seek to hire and develop the best talent, bringing a range of perspectives, experiences, and backgrounds to the DAP category. This helps us better meet the diverse needs of our global communities and clients with creativity, insight, and market innovation. We welcome and encourage applicants from across different genders, gender identity and expression, sexual orientation, race, age, national origin, citizen status, religion, body size, socioeconomic status, ability, neuro(a)typicality, physical appearance, veteran status, or any other characteristic. We offer flexible work arrangements, family-friendly policies, a supportive culture, professional development opportunities, and volunteer time off.
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