Director of Professional and Advanced Services

The Director of Professional and Advanced Services works with our Sales Team in the pre-sales motion to identify professional service opportunities and with our post-sale teams: Implementation, Customer Success and Account Management, to identify and drive seamless and impactful professional service engagements beyond Hyperproofs standard implementations. Reporting to the SVP of Client Services, this high-impact individual contributor role is essential to ensuring our customers receive exceptional onboarding experiences and achieve full value from our platform.

WHO YOU ARE

Your team and colleagues see you as a dedicated, customer-focused expert who excels in delivering tailored, professional and advanced service. In this role, you’ll have a direct impact on customer success by managing our most complex Enterprise Clients with enhanced service needs around our platform. You will work cross-functionally with teams across Sales, Product, Engineering Customer Success and Account Management to create an integrated, high-value customer experience.

WHAT YOU WILL DO

• Daily: Work closely with our Sales, Implementation and Account Management Teams listening for our clients needs for professional and advanced services.  Our Enterprise clients frequently need more services that are identified in our sales cycle or implementation process. 
• Weekly: Work with clients providing billable services and identifying product expansion opportunities.  Build a professional services practice by first making yourself billable and then hiring a second consultant.  This while also leading our partners who deliver.
• Monthly: Provide strategic advisory services, including change management, to customers and partners for compliance operations, focusing on information security and data privacy.
• Quarterly: Offer guidance to customers on leveraging Hyperproof to establish best-in-class compliance operations and achieve Continuous Assurance.
• As Needed: Collaborate with the team to create best practices and playbooks for Continuous Assurance, and contribute to publishing a definitive maturity model for Continuous Assurance.
• By 6 months: You’ll have streamlined onboarding processes, reducing time-to-value and enhancing customer satisfaction.
• By end of year: You’ll have developed a playbook for services that are repeatable that augment the Hyperproof solution. 

HOW YOU’LL KNOW YOU ARE SUCCESSFUL

• Deliver High-Quality Engagements: Complete enterprise engagements on time and to the highest quality, achieving smooth and efficient onboarding experiences for customers.
• Increase Customer Satisfaction: Consistently achieve high customer satisfaction scores during the implementation phase, meeting or exceeding customer expectations.
• Reduce Time-to-Value: Shorten the time-to-value for customers, helping them quickly realize the benefits of Hyperproof, as evidenced by reduced implementation timelines and positive customer feedback.
• Drive Process Improvements: Identify and implement process improvements that enhance the efficiency and effectiveness of the implementation lifecycle, creating measurable impacts in time savings or resource utilization.
• Ensure Cross-Functional Alignment: Proactively collaborate with Product, Engineering, and Customer Success teams to address and solve customer needs, ensuring seamless transitions and alignment on customer goals.
• Achieve Key Performance Indicators (KPIs): Meet or exceed specific KPIs, such as billable revenue and expansion lead opportunities. 

WHAT YOU’LL BRING

• Experience: Previous experience in enterprise-level professional service engagements within a SaaS or tech environment, especially in compliance, risk, or GRC software.
• Industry Knowledge: Familiarity with compliance, risk, or GRC software solutions is highly desirable.
• Education: Bachelor’s degree in Business, Information Technology, or related field preferred.
• Work Authorization: You must be currently authorized to work in the United States on a full-time basis.

OUR TECH

• Google Suite: Docs, Sheets, Slides
• Atlassian Suite: Jira, Confluence, Trello
• CRM: Salesforce, Quala
• Project Management: Microsoft Project, Smartsheet
• Communications: Gmail, Zoom, Slack, Microsoft Teams
• Operating Systems: Windows, Mac
• Other Tools: As needed to support implementation and customer success

LOCATION

• We are a fully remote company! Rather than restrict ourselves to only finding talent in one city, we’d rather find the absolute best people regardless of where they live. We work with customers with PDT to CEST.

CANDIDATE EXPERIENCE

• We value your time and want you to know what to expect from us. For this interview, we expect to ask you to participate in 4 interviews and expect this to be completed in 4.5 hours over 2 weeks. 
• 1st Interview - Talent Acquisition 
• 2nd Interview - Hiring Manager - SVP of Client Services
• 3rd Interview - VP of Customer Success
• 4th Interview - VP of Enterprise Sales
• 5th Interview - Enterprise Implementation Team Lead
• Total Time: 4.5 Hours