Director, Professional Services

About the Role: 

As the Sr Manager (Director) for the Professional Services Onboarding team, you will use your superior implementation expertise to evolve our customer onboarding processes to improve the customer experience and to scale the organization for continued growth.  As a manager, you will foster a healthy environment where employees can thrive, and set best practices.  Your organization would include Onboarding Project Managers who are excellent project managers and Motive product experts responsible for the training and implementation of Motive hardware and software with the highest value on customers, their onboarding success and adoption of the product during the initial stages of the customer lifecycle and transition to Customer Success.  

What You’ll Do: 

• Be a crucial member of the PS Leadership team, helping guide the development of a world-class Professional Services organization at Motive
• Lead an organization of managers responsible for the Customer Onboarding Experience post sale 
• Review the existing Onboarding strategy, SOPs, and metrics to ensure our clients’ goals are met and measurable 
• Coach and lead your team to drive exceptional utilization rates, continued adoption, and life-long happy customers
• Successfully partner with cross functional teams in sales, customer success and support to ensure that customer implementations and account transitions are smooth and every customer is handled with care
• Review and provide feedback around the effectiveness of programs through metrics, dashboard, and regular analysis of our systems and processes
• Support and assist in resolving customer escalations, including participating in customer communication, developing a strategic solution, and working collectively with other departments to ensure customer satisfaction
• Drive Impactful Process Improvements and Business Transformation efforts within the Onboarding team to support the future of Professional Services and the growing business 

What We’re Looking For: 

• 10+ years experience successfully leading regionally distributed teams, ideally in a B2B SaaS environment with roles in Customer Onboarding, Professional Services, or Customer Success.
• 10+ years of customer-facing experience in Consulting, Customer Success, or Professional Services rolesBackground in Customer Onboarding is required
• Strong business background including project management, account management, problem-solving, business planning, and analytical skills
• Strong understanding of project management fundamentals
• Experience in evaluating team processes, procedures to allow for and drive performance
• Prior experience managing multiple projects in a corporate setup
• Excellent interpersonal, communication (both written and verbal), and presentation skills
• Experience in delivering client-focused solutions based on customer needs
• Ability to drive key initiatives cross functionally by leveraging both departmental and cross-functional relationship not directly under management
• Ability to communicate effectively at all organizational levels and in situations requiring instructing, persuading, negotiating, conflict resolution, consulting and advising, as well as flawless written communication
• Software development lifecycle experience preferred
• PMP certification or the equivalent preferred