Director, Professional Services
WalkMe
Sales & Business Development
Sydney, NSW, Australia
Posted on Nov 15, 2024
WalkMe pioneered the Digital Adoption Platform (DAP) to empower business leaders to realize the promise of technology in today's overwhelming digital world. Through WalkMe's guidance, engagement, insights, and automation, employees are more efficient, executives have better visibility into digital usage, and organizations maximize the full value of their digital assets to empower digital transformation.
WalkMe is looking for a Director of Professional Services to manage the APAC Region of the Professional Services organization. You'll report to the SVP of Professional Services and support the team focused on selling and delivering customer implementations. You will help your team solve challenges and partner cross-functionally in a way that maximizes our customers' value with the WalkMe platform. You have previous people management, services sales, strategic planning, and customer relationship experience to lead and inspire an accomplished team of services team members. You will become knowledgeable about the WalkMe solution and are passionate about providing an exceptional experience for every customer.
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
We seek to hire and develop the best talent, bringing a range of perspectives, experiences and background to the DAP category. This helps us better meet the diverse needs of our global communities and clients with creativity, insight, and market innovation. We welcome and encourage applicants from across different genders, gender identity and expression, sexual orientation, race, age, national origin, citizen status, religion, body size, socioeconomic status, ability, neuro(a)typicality, physical appearance, veteran status or any other characteristic. If you require accommodation for any part of the recruitment process, please send a request to recruiting@walkme.com.
TO ALL RECRUITMENT AGENCIES:
WalkMe does not accept agency resumes. Please do not forward resumes to WalkMe employees or any other company location. WalkMe is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with the Company for this specific role.
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