Director of Professional Services
Charlotte
Customer Success – Professional Services /
Full-Time /
Hybrid
Hello, we’re ScreenCloud!
Founded in 2015 and with 10,000+ customers around the globe, ScreenCloud is a cloud-based SaaS company, employing over 100 people in our Bangkok, Belfast, LA, Charlotte and London hubs.
At ScreenCloud, we’re hard at work helping businesses to make stronger connections at scale, and with those who are most important to them; their employees & their customers. By using the screens on their walls & the content in their systems, we enable the sales, productivity & engagement that keep our customers’ businesses thriving.
We’re very proud of our product and we’re also incredibly proud of our people. It’s our ‘ScreenClouders’ and the culture they nurture that will take us where other companies just can’t go. So if you’re someone looking to join a team of talented individuals, apply below!
The Role
Reporting into the Chief Customer Officer, your primary objective is to drive company growth by strategically managing, developing, and delivering high-impact solutions tailored to our Enterprise customers. You will take full ownership for the successful delivery of services, solution design, go-to-market strategy, fuelling expansion and retention, taking our Professional Services offering to new heights of success.
This position will also provide a senior leadership presence in our Charlotte office, as well as responsibility for the day-to-day management and operations of the global Professional Services team. You will directly manage the Project Team Lead and Solutions Engineering Manager, and be responsible for the wider project management team.
Responsibilities
- Strategic Leadership: Develop the strategic course for our Professional Services division and its service offerings, aligning it closely with our business objectives and the evolving needs of the market
- Spearhead a culture of innovation, leveraging best practices and emerging technologies to deliver unparalleled value and stay ahead of the competition
- Service Development & Delivery: Create & deliver service packages aligned to enterprise and commercial market segments, including value positioning, the scope of services, collateral and pricing
- Lead delivery of onboarding, consulting and implementation services to our customers, overseeing resource management, project delivery and operational success metrics
- Identify business opportunities to improve our customers experience
- Go-to-Market Strategy: Develop and execute dynamic go-to-market strategies that fuel expansion, drive upsell, foster client and partner retention, whilst ensuring maximum ROI Developing a growth business plan, executing this plan through effective OKR setting
- Client Engagement: Create lasting relationships with Enterprise clients, becoming a trusted advisor in navigating their digital signage adoption journey, and driving mutual success through innovative digital communication strategies
- Act as an evangelist for professional services, assisting sales with selling and serving as an executive sponsor for our strategic customers
- Operational Delivery: Create & regularly update a capacity plan for the team, to feed into the overall Customer Success Business Plan
- Constant iteration of team structure & processes to adapt to our evolving business requirements
- Accountability for setting goals and metrics, including time tracking, revenue, gross margin and utilisation
- Own operational metrics, such as time-to-value, customer satisfaction and on-time completion of projects
- Build and scale global service operations (i.e., people, process, systems and tools) to deliver a best-in-class customer experience while building effective and efficient delivery methodologies
Requirements
- Proven experience in programme management and delivery, with a track record of driving successful technology implementation projects to drive growth and maximise value
- Strong leadership and management skills, capable of inspiring cross-functional teams towards shared goals, in a fast-paced environment
- Deep understanding of Enterprise customer management, coupled with a keen ability to anticipate and address evolving needs, challenges and deadlines
- Outstanding communication and relationship-building abilities, essential for collaborative partnerships with customers and internal stakeholders
- A passion for innovation and continuous improvement, driving excellence in service delivery and solution design to maintain our competitive edge in the SaaS market
- Ability to be an evangelist for ScreenCloud customers and serve according to ScreenCloud’s values
- Skills - upsell techniques, analytical, high technical proficiency
Interview Process and Experience
Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. At ScreenCloud, we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles! If you require any reasonable adjustments, please let our friendly recruitment team know.
Key Info
👩🏫 Typical Process: Intro to ScreenCloud - Meet the Hiring Manager - Challenge - Final
🏡 Hybrid Friendly Working: 2-3 days in Office
✨ Flexi-Hours: We don’t follow the strict 9-5 here, we trust you to execute your role to the highest standard whilst being able to make time for the things you love!
Benefits
Unlimited annual leave
Hybrid-friendly working
Working from home fund
Flexible working hours
401k
Commuter benefits
Consumer discounts
Enhanced parental leave
Personal development fund
Private medical insurance (including dental and vision)
Disability insurance (including life insurance, short-term & long-term disability cover)
Employee assistance programme
Our Values
At ScreenCloud our values are core, this means they are the starting point - they underpin everything we do and enable a culture we can be proud of, both internally and externally.
🤲Trust & Transparency
🦁 Unconventional & Brave
💪 Integrity
📚Continuous Learning & Development
FIND OUT MORE
Click here for some podcasting with our co-founders.
Read our culture blog here.
Get social! Follow us on Linkedin at @ScreenCloud - Digital Signage, and on Instagram at @Lifeatscreencloud
