Manager or Director of Professional Services - Cloud Migration Services Team

DRIVE DATA-DRIVEN CHANGE ACROSS OUR CUSTOMERS

We are looking for an experienced Manager or Director of Professional Services to lead, grow and scale the Cloud Migration Services team in EMEA and APAC.

The ideal candidate is a respected leader who has thrived inside high-growth successful teams. In this role, you will work closely with our Sales and Customer Success teams to build customer confidence in the Professional Services value proposition and in the Sisense product suite. You will also develop a repeatable and scalable approach to implementing services that drive adoption, renewal, and expansion. This is a leadership role and requires a combination of technical and customer-facing skills and the ability to coach and mentor Professional Services professionals.

WHY YOU SHOULD JOIN OUR PROFESSIONAL SERVICES TEAM:

Sisense Professional Services leads at the nexus of the customer, product, and business impact. We lead our customers to successful deliveries, influence our product development, and grow our business through technology engagement. As a leader within the PS team, you’ll be at that forefront, using your leadership and technical acumen to help customers derive immense value from our technology.

Sisense customers use our technology to empower insights for thousands of users with high-value dashboards and their own compelling products. Our largest and most strategic customers have complex implementations spread across multiple client stakeholders and products. This is an opportunity to lead client engagements across a variety of modern data technologies, and applications, having an impact on the biggest and most interesting product deliveries.

KEY RESPONSIBILITIES

  • Manage day-to-day services operations and project delivery with a focus on customer migrations to our cloud within the NA, EMEA and APAC regions
  • Help build the migration practice and services team to support scale and growth
  • Ensure the services team is implementing migration projects in alignment with a focus on customer success and long-term adoption
  • Represent PS in the pre-sale process for cloud migrations with Sales and Customer Success 
  • Work with prospects and customers throughout the process from kick-off to closure
  • Communicate with customer executives for status and checkpoint on projects  
  • Technical knowledge with ability to understand architecture and software concepts
  • Work with the services team to ensure proper project planning, on time delivery, & high quality consulting
  • Monitor services team performance and KPIs, making adjustments as needed to ensure outstanding results
  • Work with other PS leaders to ensure adequate coverage of projects across regions and to share best practices
  • Support new team member onboarding through mentoring, coaching and on the spot training as needed
  • Provide active coaching, development and feedback to the team
  • Help ensure the team provides critical data each week such as updated project plans, time tracking, execution of change orders, execution of customer sign-offs, and reporting of other key milestones
  • Serve as a point of executive escalation on at risk migration projects
  • Ensure timely resolution of risks across the team; compiling broader trends to share cross-functionally as appropriate
  • Meet with key customer points of contact to help drive value, retention, and adoption from day one
  • In partnership with the PS Operations team, analyze the team’s workload to ensure business help and adequate staffing on a weekly basis
  • Develop new processes, procedures and methods to support scale and growth within your region
  • Collaborate closely with Professional Services Leadership across the globe to grow the strategy and the team
  • Maintain a weekly forecast of delivered revenue for the current month and the current quarter
  • Hire, onboard, manage and mentor a team of technical Professional Services consultants

WHAT YOU’VE ACCOMPLISHED ... SO FAR: 

  • 1-5 years of experience in a related field (big data, analytics or BI implementations, project management, Saas)
  • 1-5 years of experience leading people and teams, including oversight of people managers and regionally diverse teams
  • Experience building a cohesive and collaborative team focused on driving customer outcomes
  • Ability to work with key Executives at large customers in a vendor capacity
  • Understanding and experience in Sales strategy
  • Proven ability to influence change within customer organizations
  • Experience within SaaS applications that support large scale business processes in the strategic and enterprise market segments
  • Experience in helping direct reports improve through coaching, feedback, and reviews
  • Experience in setting and measuring team KPIs and results
  • A proven track record of improving processes, methodologies, programs or frameworks that improved team performance
  • Ability to maintain a positive attitude, especially in escalated circumstances
  • A proven self-starter with the ability to come up to speed on complex, difficult concepts with minimal assistance
  • Superb written and verbal communication skills

HOW YOU’LL RAMP UP: 

By Day 30... 

  • You will have a deep understanding of the Sisense technology and how Sisense customers can leverage our product to provide real value 
  • You’ll review recorded on-boarding sessions with customers at different stages of data maturity. 
  • You will be familiar with the different Professional Services engagements and project types 
  • You will start working closely with the Sales and Customer Success organizations to deliver engagements and build a services pipeline
  • You will start interacting with Sisense customers and getting to know their challenges 
  • You will begin leading Sisense migrations with our customers in your region

By Day 60... 

  • You will continue building a services pipeline with the Sales and Customer Success organizations
  • You will ensure migration projects are delivered on time and within budget in your region
  • You will address customer and project escalations, as needed.
  • You will establish closer relationships with customer in your region
  • You will provide more accurate revenue forecasts on a weekly basis
  • You will have a well-rounded understanding of the Sisense customers and how they are leveraging our product 

By Day 90... 

  • You’ll own and lead all Services operations and migration projects in your region(s)
  • You will continue building a services pipeline with the Sales and Customer Success organizations
  • You will continue ensuring projects are delivered on time and within budget in your region
  • You will lead and guide customers to successful, stable and scalable solutions based on Sisense’s implementation best practices 
  • You will partner with CS, Product, Engineering, Sales and our Support to offer the best advice to the customer