Director, Professional Services - Americas at DataStax
United States of America
Job Description Summary:
DataStax, the leader in data management for cloud applications, is seeking a Director, Professional Services - Americas to join our DataStax team.
Given our enterprise customer focus, Services is vital to our long-term success. Services Director is responsible for developing and implementing programs and processes that will result in faster time to value, driving adoption through prescriptive guidance, and ultimately improving retention and expansion.
Services director will have strong empathy for customers, ability for data-driven decision making, systems thinking and an ability to coordinate many different decision makers in an organization. This is a strategic role interacting with key stakeholders across the organization.
In this role, you will work closely with our sales teams across the customer journey, to build customer confidence in Services value proposition. You will also analyze and develop a building block approach to implementing DataStax solutions to deliver customer business outcomes. This is a leadership role and requires a combination of technical and customer skills and ability to coach and mentor teams. You will make your team successful by scaling capacity for implementation through improved planning, process, skills, communication, and sharing product feedback.
You will be adept at prioritizing and effectively applying different models of customer engagement based on the customer life cycle and the type of account. You will lead client implementation service delivery providing management and oversight of implementation projects and staffing including operational aspects of project assignments, capacity planning and project profitability. You will also shape and support the partner delivery model.
Essential Job Functions:.
Developing Services strategy to grow the organization and building on its operational excellence while aligning and working cross functionally across larger Go to Market (GTM) organization within DataStax.
Guide the team’s project on-boarding of new clients, delivery of services and enablement programs for existing customers, and work closely with Sales and Customer Success to help close business, grow revenue through adoption driven expansion of product and services.
Develop and promote services offerings around all aspects of PS related delivery.
Meeting organizational goals and managing to adoption goals, revenue/expense targets, utilization, and services attach rates.
Communicate priorities, challenges and results to the Executive and Customer Success teams.
Set measurable goals, and expectations for team members and help them be successful.
Contribute to the vision for Services evolution. Lead the evolution of the services delivery methodology and work with the PMO team to update engagement model and enable the team.
Lead efforts to develop and enable a quality and scalable partner eco system to enhance our delivery capacity while aligning with our core values around customer success.
Proactive coordination with sales to help position services value proposition and best practices to deliver DataStax solutions.
Partners with Customer Success teams to deliver services to increase customer success and expansion / renewal opportunities.
Develop and promote best practices within the team fostering quality and customer success.
Leadership of the PS team to include attract, hire, lead, motivate, mentor, develop, retain team.
Bachelor's Degree or equivalent experience (Advanced degree preferred)
Minimum 15 years’ relevant work experience.
Demonstrated success in Services leadership roles delivering services to enterprise customers in a product / SAAS company with subscription model.
Strong empathy for customers AND passion for revenue and growth.
Deep understanding of value drivers in recurring revenue business models.
Analytical and process-oriented mindset.
Data informed decision making.
Ability to work independently and in a strong team environment and deliver on detail as well as strategy.
Ability to come up to speed on technology quickly and can clearly articulate benefits and business value of DataStax.
Excellent interpersonal/customer relations skills; clear and concise verbal and written communicator, with the ability to effectively navigate and mediate conflict and foster honest sales and post sales dialog at executive levels.
Entrepreneurial approach - a high degree of autonomy and self-motivation.
Proven track record leading customer engagements with demonstrated ability to understand technical concepts, guide strategy and deliver positive results for customers.
Demonstrated history of owning customer relationships.
Creative, resourceful, detail-oriented, and highly organized and able to handle a high volume of activity efficiently through scalable processes.
Self-starter who thrives under ambiguity in a fast-paced, deadline oriented startup environment.
Thrive in a multitasking environment and adjust to fast moving priorities.
Who you are:
Character – You demonstrate unwavering integrity. You are authentic and self-less. Show consistency with principles, values, and behaviors. Have courage to do what is right for customer, company, and team.
Charger – You have blazing energy. You are known to persevere while continuously and respectfully pushing forward through adversity.
Confident Creator – You have ability to create an outcome not always seen by others. Relentless in adaptation to constantly changing environments and obstacles.
Positive Outlook – Cool under pressure; do not become irritated or defensive when resisted or blocked. Focus on what can be done vs. what cannot.
Curious Learner - You are a knowledge seeker. Coachable and open to and seek feedback. You have an unwavering desire for self-improvement. Learn from losses to sharpen skills. Grow from experience.
Competitor - You are Driven and love to compete. Addicted to winning the right way. Hate to lose.
Enterprising – Ability to look at their business like a franchise, focused on purposeful growth and profit. Rally and leverage the right resources to support success.
Criticality – You progressively delivers results and execute with urgency and quality. You hate procrastination.
Challenger – You have the confidence to challenge the norm. Never takes things at face value. Ask hard questions to get to the root of issues.
Adaptable – You can absorb, navigate, adapt and successfully execute in an uncertain and evolving customer, company, and market environment.
Team builder – You have an uncanny ability to identify great talent and help recruit them as we build an amazing team