Director of professional services

✍🏽 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.

📐 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 multi-discipline group of teams across Implementation Managers and Technical Account Managers with an objective to create service offerings that deliver rapid 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 value-additive paid service offerings aligned to enterprise market segments, including creating their value positioning, pricing and packaging.

• 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 activation, 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

• Experience in a large consulting firm as a senior team member, leading digital transformation engagements for Fortune 100 organizations

• Experience building out and managing a Partner services motion with the large GSIs 

• 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

Curious to learn more about who we are and how we operate? Visit us here

🍩 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.