Director of Services & Customer Success

London

The Team

Percolate’s Global Services and Customer Success team works with some of the largest brands in the world to help them leverage the Percolate platform to transform how they market to their customers. During the sales cycle, we partner with prospective customers to understand and map their priorities and objectives to a tailored implementation scope and plan for each customer. During the initial deployment, our implementation and technical services teams work with our customers to deliver on that plan. And ultimately, we support long-term customer success through ongoing services, support, education and adoption programs, all designed to drive value for the customer and our end users. Our goal is to create customer champions that want to tell their personal and business networks about their experience with Percolate, and the transformation they have experienced with the The System of Record for Marketing®.

The Role

The Director of Services & Customer Success is a strategic leadership role based out of our London office, with responsibility for leading a team of Implementation Managers as well as Customer Success Managers, and providing general regional leadership. The role will report directly to the Vice President of Global Services and will lead teams that work with some of the largest brands in the world to implement and fulfill the vision of The System of Record for Marketing®.

Requirements

  • 10+ years of experience in the enterprise software space working directly with customers
  • Minimum of 5 years experience in a leadership or management role focused on implementation services, consulting or customer success
  • Passion for mentoring, coaching, and people development
  • Prior experience in a Consulting or Professional Services organization
  • Prior experience with enterprise scale software implementations and systems integration is required
  • Demonstrated experience working with global F500 organizations is desirable
  • Ability to set strategic vision and drive tactical execution
  • Experience in creating and managing customer health metrics, as well as managing the associated tools and processes required to track those metrics
  • Strong written and verbal communication skills including C-Level presentation experience
  • Effective internal, external, and peer communicator; interacts directly with Executive team members and customer contacts as needed.
  • Ability to identify business challenges and shape solutions that fit with the Percolate platform vision
  • Ability to understand enterprise software products, and talk fluently about the product to non-technical users and buyers
  • Thrive in a high-growth and fast-paced work environment
  • Demonstrated track record of driving departmental initiatives for improvement
  • Willingness to travel - usually only up to 25% - but may vary
  • Bachelor’s Degree
  • Understanding of common digital marketing technology practices preferred

Responsibilities

  • Provide project management coaching and guidance to team members, and serve as a senior escalation point
  • Seek out and analyze customer feedback to continuously improve delivery quality and customer satisfaction
  • Staff team members on implementation projects
  • Partner with our regional sales team in pre-cycle to ensure early alignment on expectations and properly scoped implementation projects
  • Lead a team of Implementation Managers & Associates
  • Attract, hire, and retain talent. Mentor new team members and support the ongoing skills development of existing employees.
  • Handle personnel management responsibilities, such as hiring, goal setting, performance reviews, HR issues, etc.
  • Set realistic short and long-term goals and manage effectively to accomplish those goals.
  • Guide a team of CSMs in transforming Percolate users into advocates & champions
  • Train CSMs under industry best practices to drive usage and adoption, resolve issues, and help every customer maximize value
  • Lead CSMs in managing escalations, removing roadblocks, developing individual skills, coaching, and balancing workloads
  • Continuously evaluate and improve metrics relevant to measuring customer health and Customer Success performance

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