Director of Services at Highspot
Seattle, WA, US
About Highspot

Highspot helps sales teams improve customer conversations and achieve their revenue goals. From content optimization and performance analytics to in-context training, guided selling, and more, the Highspot platform delivers enterprise-ready features in a modern design that sales reps and marketers love. Using Highspot, marketing leaders have deep insights and analytics into the performance and influenced revenue of content, campaigns, and marketing assets.  What makes the solution special? It’s loved by sales reps globally, and is the #1 rated sales enablement platform on G2 Crowd.

We are committed to diversity as both a moral and practical necessity. Highspot actively builds diverse teams where people of all identities and backgrounds are welcomed, included, and respected. We work to help close the gender gap, and to actively recruit people from underrepresented groups. We aim to build an inclusive workforce. If you’re passionate about this role, but do not meet 100% of the qualifications listed below, we still encourage you to apply.

About the Role

In this role, as Director of Services, you will be a leader of Highspot’s Services Executive Team This is a high impact and high visibility position in which you will be responsible for leading a team as they partner with customers to define and deliver solutions using Highspot and growing its influence and impact within the larger organization. You will be operating in a fast moving, rapidly changing environment that is key to the success of our growing Customer Engine at Highspot.

What You’ll Do

        Embody Highspot’s mission of “creating a great customer experience at every turn”  
        Oversee a team of Services Executives and their management team in the deployment and ongoing support of Highspot for our rapidly growing customer base
        Evolve our service delivery model to ensure alignment with business and market needs
        Relentlessly pursue operational excellence to efficiently deliver exceptional service.
        Gain deep knowledge, understanding, and experience with the Highspot product and how it is integrated with other systems in a customer environment. Provide training/guidance/best practices to customers and team.
        Create evangelists by listening to customers closely and delighting them with our post-sale service. Coach your team to do the same.
        Partner closely with Highspot’s Account Management Team to ensure the highest level of customer satisfaction
        Wear the customer's shoes and represent the voice of the customer to influence internal stakeholders. Be the champion of the customer.
        Create a culture that promotes creativity and knowledge sharing

Your Background

        10+ years of professional services delivery experience with enterprise and strategic customers
        8+ years of high performing team leadership experience
        3+ years working with SaaS products and technologies
        Proven strong executive leadership and decision making abilities
        Strong communication skills, ability to articulate and sell a vision internally and externally
        Strong execution skills and the ability to drive action and accountability
        Proven track record of hiring, developing and managing world-class talent
        Track record of framing organizational design around an ever-expanding global team
        Extensive experience driving software solutions involving many stakeholders and delivering results on time with high quality.
        Ability to communicate directly to the product and technical teams: share insights into root causes of customer discontent, advocate for features/functionality to eliminate churn, drive customer satisfaction
        Experience working with and deploying CMS/DMS technologies. Working Knowledge of CRM (Salesforce.com, Dynamics 365) architecture and administration
        Entrepreneurial spirit and mindset, a focus on possibilities and not obstacles
        Proven ability to navigate ambiguity and change
        Proven track record of defining and optimizing processes

Benefits

Comprehensive medical, dental, and vision benefits
401(k) Matching
Paid parental leave
Flexible work and vacation schedules
Discounted ClassPass membership
Discounted phone plan through Verizon
2 volunteer days per year
Transportation benefits
Competitive compensation and stock options
Fully-stocked kitchen
Annual company-wide events
Meaningfully contribute to a compelling vision!

Equal Opportunity Statement

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of age, ancestry, citizenship, color, ethnicity, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or invisible disability status, political affiliation, veteran status, race, religion, or sexual orientation.