Director of services

(East coast, London UK)

✍🏽 About Writer

AI your people will love. That's our vision, and it contains multitudes :-)

AI

your people

will love.

We're filling a big need for generative AI built ground-up for the needs of enterprises and embraced by their teams. As generative AI became a board-level initiative almost overnight for most enterprises, our market matured dramatically and we benefit from that tailwind. Our product is highly differentiated, our roadmap is transformative, and our customers are happy and vocal.

🛣 Traction and backing

Writer is deployed widely at leading companies like UnitedHealthcare, Accenture, Intuit, UiPath, HubSpot, Spotify, Hilton, Uber, and Deloitte. We have an NRR of +135% and we're just getting started.

Our inbound funnel is large and growing fast (+3M visitors/month, thousands of weekly ICP trial starts). In late 2021, we received a $21M Series A led by Insight Partners, with participation from Google's Gradient Ventures, GTMFund, and a world-class group of founders, operators, and angels. We're a clear leader in a space receiving significant investor interest, and will be able to make the investments required to maintain that position.

🎯 Why it's the perfect time to join

• Our growth rate is accelerating and we’re thoughtfully and rapidly scaling our team. There's a lot of room to contribute and grow an enduring SaaS company that's emerging as a leader in generative AI. You'll have unquestionably made it happen.

• We have strong PMF. We have strong DAUs and deep usage. People spend hours in Writer. The work you'll do will have a direct impact on some of the top companies in the world — and make work more enjoyable for the users who depend on us to meet their goals.

• Build it, nail it, scale it. We're at 'scale it' and are continually learning. If you like helping turn dirt paths into smooth roads, now is the perfect time to join.

🤓 What we're like

• We connect. We bring our whole selves to work. We're a diverse group on multiple dimensions, and we share that with each other.

• We challenge. We're first principles thinkers, and those principles guide our product and GTM decisions. Things you won't hear at Writer include "Because that's what X wants" or "Company Y does it this way." We're all on the same side as we build Writer our own way.

• We own. Building a company that achieves escape velocity is hard work. We take full ownership over our schedules and our outcomes, because we believe that's the purest-energy way to work that hard.

📈 Our operating cadence

• We're a low-meeting (< 4 hours/week for most people) culture, with 1-2 weeks a quarter that are totally meeting-free.

• We've been distributed since day 1, and our distributed processes and rituals are long-engrained.

• There's low overhead, and projects are single-threaded.

• We break down company milestones into quarterly goals and projects, and emphasize by team the one thing that matters the most.

• All of our dashboards and metrics are transparent, live in a single view, and are shared with everyone.

• We're good at communicating async, use DMs and distracting notifications with caution, and respect each other's work hours. And we'd never send you a calendar invite before making sure you're free.

• Weeks are tough, but weekends are sacred.

  
  

📐 About this role

Every company grows differently, and we grow when we help our users write better, faster. 

As the Director of Services, you'll lead a cross discipline team of Implementation Consultants, Solutions Architects and Technical Account Managers with an objective to create service offerings that deliver incredible value for our enterprise customers. Your responsibilities will span Implementation Services, Technical Services and Partner related services. You'll develop the strategy, plan and playbooks to deliver faster time to value, and build an operating model that leverages our professional services partners in delivering massive strategic value for customers. Working in lock step with our Customer Success, Sales and Partner teams to package solutions that enable Writer to exponentially scale our ability to serve the largest companies in the world in creating a world class AI program.

Your positivity, sense of curiosity, and ability to create champions from early adopters in the AI writing space will help shape our entire culture. If you have a builder mentality, this is the role for you.

As a senior leader in the business, you'll be reporting to our VP of Customer Success.

🦸🏻‍♀️ Your responsibilities

• Lead delivery of consulting, education and implementation services, technical services and strategic services to our customers, overseeing resource management, project delivery and operational success metrics.

• Build a resourcing model that allows the team to efficiently scale our ability to serve customers exponentially

• Create service offerings aligned to enterprise market segments, including value positioning, scope of services, collateral and pricing.

• Develops a clear strategy and vision for their department, inspiring their team through communication in alignment with Writer’s mission, vision, and values.

• Align and influence executive and senior leadership with professional services and GTM strategies and tactics.

• Be accountable for services financial goals and metrics, including bookings, revenue, gross margin and utilization.

• Own operational metrics, such as time-to-value, customer adoption, and customer satisfaction

• Build and scale global service operations (i.e., people, process, systems and tools) to deliver a best-in-class customer experience that scales efficiently

• Act as an evangelist for services, assisting sales with positioning our Services offerings to key customers

• Build custom SOWs for customers that will create massive value against their stated business objectives

• Develop and manage the services partner strategy in partnership with our Partners team to maintain a network of certified partners that deliver with consistent quality and extend our capabilities to serve customers

⭐️ Is this you?

• 10+ years in SaaS with 5+ years demonstrated progressive experience managing Services teams

• Highly strategic with deep experience in consultative, large enterprise customer environments

• Proven experience building and leading a team from an early stage, and managing managers 

• Experience managing a cross discipline organization spanning implementation, technical services, and Partners. 

• Proven ability to work across the GTM organization to strategize, plan and execute a cross-functional approach to bringing value-add services to market

• Highly tenured at working with C-suite stakeholders in large enterprise organizations

• Demonstrated ability to drive efficiency with process improvement and systems 

• Must have worked very closely directly building value add services through Partner networks

🍩 Benefits

We don’t spend frivolously, but we do take care of our own. Besides smart, sincere colleagues and a vibrant work environment, we are proud to offer:

• Employer-covered medical plans, dental, vision, and life insurance

• FSA

• Competitive parental leave policy (parents actually work here!)

• Generous PTO

• Company stock options

• 401k plan with employer matching

• Flexible schedules

Writer is an equal opportunity employer and is committed to diversity. We don't make hiring or employment decisions based on race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. Under the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.