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WalkMe Director Professional Services Australia, New South Wales, Sydney 624385873
19.11.2024
About theposition
What You'll Own
- Lead an organization of Professional Services Consultants and their managers, who own delivering customer implementations.
- Build strong partnership with the Sales organization and serve as a Services sponsor on key opportunities and renewals.
- Contribute to the strategy and vision for the Professional Services Consultant function, partnering with the VP of Services and the leadership team to align the team’s direction with the broader mission of the Customer Success Group.
- Set career objectives with the managers and proactively manage them towards achieving performance objectives (KPIs) while developing the team members against our core competencies.
- Identify areas for improvement by understanding the underlying root causes of inefficiencies and partnering with the Strategy & Operations to lead change management.
- Drive continuous improvement of the Services delivery based on feedback from the customer and data. Ensuring attainment of core KPIs including a revenue target, billable utilization, and CSAT/NPS
- Act as an effective point of escalation to ensure prompt resolution to risks and issues.
- Serve as the trusted point of contact for our Customers Executives, beginning from the point of sale and extending through onboarding, project success, center of excellence development.
What You'll Need to Succeed
- 10+ years of direct customer advocacy and engagement experience in professional services.5+ years direct management experience of individual contributors with experience managing front line managers preferred.
- Approach all situations with empathy and curiosity, inspiring others and bringing out the best in them.
- Demonstrable success in thinking strategically and executing tactically, while providing consistent and high levels of customer satisfaction in a fast-paced environment.
- Strong technical skills that allow for an ease when handling customer escalations of technical challenges.
- Experience in an enterprise solution sales environment and ability to partner with account executives in development and closure of sales opportunities.
- Strong track record of cross functional partnership.
- Highly data-driven and excited about driving and tracking a consistent engagement process with all customers across your team.
- Live the WalkMe Way: Work as One WalkMe, Embrace Curiosity, Act with Empathy, Take Ownership.
What Sets Us Apart
- Flexible Work Arrangements: We offer hybrid and flexible hours to help manage work commitments and personal life effectively.
- Family Friendly Policies: We provide family friendly policies relevant to your region, to ensure you can prioritise your family’s needs.
- Supportive Culture: We focus on the whole person, celebrating what makes us unique, and create space for community.
- Professional Development: We encourage continuous learning and offer opportunities for career development through our career compass offering.
- Volunteer Time Off
TO ALL RECRUITMENT AGENCIES:
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