Director of Professional Services

Denver, CO, United States Full Time

This role will lead and manage SendGrid’s Services function, responsible for driving the strategy, operations and revenue growth of SendGrid’s implementation and email deliverability consulting engagements.  You will be responsible for leading a team of professional Customer Onboarding Managers, Delivery Consultants and managers of those departments. Additionally, the director will manage the P&L business model and operational metrics are accurately reported.

What You’ll Do

  • Live by and champion our cultural values of Happy, Hungry, Honest, and Humble
  • Create, lead and execute the SendGrid professional services strategy and operational plan
  • Deliver on planned revenue and profitability targets for services
  • Manage all implementation and email deliverability projects on schedule, within budget, and with the highest customer satisfaction
  • Scope projects, create SOWs and partner with Sales & Customer Success to drive service revenue
  • Work with department managers to build, manage and retain a services team of Onboarding CSMs, CSM architects and email delivery consultants
  • Develop and monitor metrics to assess the success of the team and individuals
  • Collaborate with Customer Success and Product to develop methodologies, tools and programs around implementations and consulting engagements
  • Optimize communication and knowledge transfer processes with Sales and Customer Success team to ensure ongoing, post-implementation customer value
  • Provide management level support for pre-sales of large complex services engagements including contract negotiations
  • Collaborate with sales & cs management to align on services opportunities that drive growth and market penetration
  • Drives operational excellence through measured changes and initiatives that result in higher KPIs, reporting metrics or business growth
  • Manage to agreed P&L targets, utilization and billing rates, and other key metrics such as practice growth and margins
  • Manage, track and seek customer impact stories at the end of engagements
  • We're an agile, fast growing company and this job description isn't meant to be a complete list of your qualifications or all of the things you'll do

About You

  • Typically, 10+ years experience in professional services consultancy, project management, customer success, or customer support management roles within the software industry
  • 5+ years of experience in planning, executing and managing a billable services organization
  • 5+ years of experience and successful track record of owning and driving a services revenue target
  • 3+ years experience at an email service provider or email deliverability solution provider(preferred)
  • Excellent communication and presentation skills, both verbal and written
  • Independent, self-motivated, and team-oriented
  • Willingness to travel up to 10-20% as needed to ensure successful customer engagements

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