Senior Director, Professional Services

Company: SurveyMonkey
Location: San Mateo
Posted on: April 8, 2021

Job Description:

SurveyMonkey (Nasdaq: SVMK), is a leader in agile software solutions for customer experience, market research, and survey feedback. Our platform empowers more than 20 million active users to analyze and act on feedback from employees, customers, website and app users, and market research respondents. SurveyMonkey's products, enterprise solutions, and integrations enable more than 345,000 organizations to deliver better customer experiences, increase employee retention , and unlock growth and innovation. Ultimately, SurveyMonkey's vision is to raise the bar for human experiences by amplifying individual voices. What we're looking for SurveyMonkey is seeking a Senior Director, Professional Services to provide the strategic vision and lead service delivery for our growing Professional Services organization. Reporting to the Chief Customer Officer, you will develop strategies and operations to deliver best-in-class consulting and education services for our customers. You will not only be a strategic, innovative thinker, but someone who has proven they can execute year after year. It is essential that you have a strong affinity for client service and consulting. While this team is currently in existence, you will oversee rapid expansion of this team, and its capabilities, in alignment with SurveyMonkey's overall growth plan. You will

• Establish and implement the SurveyMonkey professional services Vision, and Key Performance Objectives
• Build a culture of innovation, teamwork and success
• Create service offerings aligned to enterprise and commercial market segments, including value positioning, scope of services, collateral and pricing.
• Partner with SurveyMonkey sales peers to enhance our ability to deliver the engagement outcomes that position SurveyMonkey for success with customers
• Lead delivery of consulting, and education services to our customers, overseeing resource management, project delivery and operational success metrics.
• Be accountable for services financial goals and metrics, including bookings, revenue, gross margin and utilization.
• Grow and nurture staff, providing clear feedback and managing staff advancement using a clear process for performance review and evaluation as well as career progression
• Own operational metrics, such as revenue, margin, customer satisfaction, value of services, and 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 an effective and efficient delivery methodologies
• Act as an evangelist for services, assisting sales with selling and serving as an executive sponsor for our strategic customers
• Develop and manage the partner strategy and ecosystem to maintain a global network of certified partners that deliver with consistent quality You have
  • 10+ years of experience managing, leading and delivering professional services
  • Proven experience building and leading a team of 25+ people
  • 3+ years experience with a subscription-based business model, delivering on-premises and SaaS solutions
  • Experience managing technical, cross-functional professional services teams (e.g., consulting, implementation, trainers, project managers) and delivery partners
  • Demonstrated experience building and scaling a professional services business with accountability for financial targets What we offer our employees SurveyMonkey is a place where the curious come to grow. By advocating inclusion into our processes, policies, and culture for our 1,000+ employees across North America, Europe, and APAC, we're building a workplace where people of every background can excel. We've won multiple awards and received recognition for our forward-looking policies, including extended parental and bereavement leave, vendor benefits standards , and Take 4 sabbaticals. SurveyMonkey was recognized by Great Place to Work-- and FORTUNE as a top workplace in 2018 and 2019, and we have also won numerous awards as a leader in global survey software, including being named among CNBC's Disruptor 50 and the Forbes Cloud 100.-- Our commitment to an inclusive workplace SurveyMonkey is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.--Accommodations are available for applicants with disabilities. Learn more about our diversity, equity, and inclusion efforts--here. How did you first hear about SurveyMonkey? --*
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Keywords: SurveyMonkey, San Mateo , Senior Director, Professional Services, Executive , San Mateo, California