Director of Enablement Services

Job Title: Director of Enablement Services

Location: Headquartered in Boston MA, Remote/Hybrid work acceptable

About Us:

Quickbase is a leading software company dedicated to providing innovative solutions that empower businesses to drive growth and efficiency via Dynamic Work Management. Our cutting-edge Platform as a Service is designed to streamline operations, enhance efficiency, and drive growth for our clients across a wide range of Functional Use-Cases and Industry Verticals. As we continue to expand our global footprint, we are seeking a dynamic and experienced Director of Enablement Services to lead and optimize our enablement professional services operation within our Customer Success Department.

Position Overview:

You will play a pivotal role in ensuring the successful delivery of Quickbase Enablement and Application Solutions to our clients. This key leadership position will be responsible for managing a team of skilled professionals across a wide variety of professional Service Offerings including:

· Enablement Services – Designed to teach and coach our clients thru co-development based training in order for them to deliver positive outcomes and value, while learning to be self-supportive

· Managed Services - Designed to help our clients build and maintain healthy Quickbase ecosystems

You will also oversee every aspect of services delivery to include:

· Driving Solid financial performance

· Leading a culture of continuous process improvement

· Delivering clear outcomes and strong value for our customers

· Fostering strong client relationships

The Director will collaborate closely with Sales, Solution Consulting, CAG, Product Development, Customer Education and other Customer Success teams to ensure a seamless and exceptional customer experience.

Key Responsibilities:

Leadership and Team Management:

• Lead, mentor, and inspire a high-performing team of project managers, consultants, and other professionals within the Customer Success Services department
• Establish clear objectives, performance metrics, and development plans for team members to both perform well and grow professionally
• Foster a collaborative and inclusive work environment that encourages innovation, diversity of ideas and continuous improvement

Project/Engagement Delivery:

• Oversee the end-to-end delivery of software implementation engagements, ensuring they are completed on time, within scope, and within budget with a high degree of Customer Satisfaction (CSAT)
• Collaborate with project and resource managers to allocate resources effectively and optimize project workflows
• Identify and mitigate project/engagement risks, proactively resolving issues as they arise

Client Engagement:

• Cultivate strong, long-lasting relationships with key clients, understanding their unique business needs and objectives
• Act as a trusted advisor to clients, providing strategic guidance on how our software solutions can address their challenges and drive value
• Help de-escalate low CSAT with Customer peers, working within our CS team and Sales to find win-win outcomes and deliver on our commitments

Process Improvement:

• Continuously assess and improve service delivery processes and methodologies to enhance efficiency and effectiveness
• Implement best practices and industry standards to ensure the highest level of service quality
• Work with our CS Operations team to acquire/develop the tools needed to support and enable process improvement and adoption of new methodologies and procedure

Budget and Resource Management:

• Develop and manage the professional services budget, ensuring resource allocation aligns with capacity and client demands.
• Collaborate with sales and customer success teams to identify opportunities for upselling or cross-selling services, including Customer Success Qualified Leads
• Ensure sound Profit Center margin by managing strong revenue recognition, tight cost control, high resource utilization and solid capacity management

Reporting and Analytics:

• Generate regular reports on project performance, resource utilization, and client satisfaction
• Work with our CS Operations team to build and monitor KPI and Dashboard Reporting that will enhance our ability to run our Services Profit Center
• Use data-driven insights to make informed decisions and drive improvements

Education:

• Bachelor's degree in a relevant field (MBA or equivalent is a plus)

Experience:

• Proven experience (8+ years) in a leadership role within professional services for a software company
• Demonstrated success in managing teams and delivering application development projects
• Proven ability to motivate and coach others to achieve

Skills:

• Strong understanding of software development methodologies and technologies, including both Waterfall and Agile (PMP or Scrum Master a plus)
• Strong background in Process Improvement (Lean – Six Sigma a plus)
• Strong Change Agent and Champion who understand organizational change dynamics
• Platform as a Service Development Experience a plus (Quickbase Development Experience a big plus)

Travel Required:

Yes: but infrequent 1-2 short trips per Quarter

Supervisory Position:

Yes: this role is part of the Senior Leadership Team