Job Summary
The Director of Success Services is a strategic leader responsible for defining, developing, and delivering our innovative paid success plan offerings, including adoption, support, and educational services. With a customer-centric approach, your role will be to successfully drive our customers' adoption of these services, achieving bookings, revenue, retention, and customer satisfaction goals. Given the strategic nature of this role, you will need to collaborate across Sales, Marketing, Product, Customer Success, Support, Education, Finance, IT, and Operations to drive the program's success. With a strategic vision, you will serve as the champion and advocate internally and with customers and partners.
- Minimum Qualification: Degree
- Experience Level: Mid level
- Experience Length: 5 years
Job Description/Requirements
What you’ll be doing:
- Cross-functional Collaboration and Influence: Work across functions to drive initiatives and priorities to deploy and scale the offers globally. A strong interlock with Sales and Sales leadership will be critical.
- Market Research: Conduct thorough analysis to understand customer needs, industry trends, competitor offerings, and service strategies.
- Customer Experience: Develop and maintain detailed customer journey maps and manage feedback loops to enhance service offerings and customer touchpoints.
- Performance Management: Define and monitor KPIs for service offerings, evaluating success and identifying and leading improvements based on internal, customer, and partner feedback.
- Team Leadership: Guide and support a diverse team, fostering a culture of innovation and continuous improvement.
- Communication: Regularly report service offerings' progress and outcomes to senior leadership and stakeholders.
- Commercial Management: Oversee the services product portfolio, manage commercial collateral, and ensure alignment with commercial targets.
Qualifications:
- Has a bachelor's degree in Business, Engineering, or a related field.
- Proven experience successfully driving large cross-functional projects in fast-paced technology SaaS companies.
- Experience designing and developing product and/or service offers, including all aspects of offer development, launch, and global scaling.
- Has developed offers supporting technical solutions. Experience with DevOps, software development, cloud technologies, agile methodologies, and/or development tools is a plus.
- Has domain experience with professional services, customer success management, education, and support.
- Brings a strong balance of strategy and “get it done” execution skills. High organizational skills and ability to manage multiple initiatives and deadlines.
- Exceptional communication, presentation, and interpersonal skills with internal team members, senior leadership, customers, and partners.
- Known for intellectual curiosity and having a perspective while remaining highly collaborative
- Aligned to Gitlab’s CREDIT values.
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