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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? --*
      Please select Are you legally authorized to work in the United States for our Company? --*
      -- Do you now, or will you in the future, require sponsorship for employment visa status (e.g., H-1B visa status, etc.) to work legally for our Company in the United States? --*
      -- U.S. Equal Opportunity Employment Information (Completion is voluntary) Individuals seeking employment at SurveyMonkey are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. Gender Please select Are you Hispanic/Latino? Please select Race & Ethnicity Definitions If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. Veteran Status Please select Form CC-305 OMB Control Number 1250-0005 Expires 05/31/2023 Voluntary Self-Identification of DisabilityWhy are you being asked to complete this form? We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years. Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp . How do you know if you have a disability? You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition. Disabilities include, but are not limited to:
      • Autism
      • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
      • Blind or low vision
      • Cancer
      • Cardiovascular or heart disease
      • Celiac disease
      • Cerebral palsy
      • Deaf or hard of hearing
      • Depression or anxiety
      • Diabetes
      • Epilepsy
      • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
      • Intellectual disability
      • Missing limbs or partially missing limbs
      • Nervous system condition for example, migraine headaches, Parkinson's disease, or Multiple sclerosis (MS)
      • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression Disability Status Please select 1 Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp . PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Keywords: SurveyMonkey, San Mateo , Senior Director, Professional Services, Executive , San Mateo, California

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