We are seeking an experienced and dynamic leader to build and lead Glean’s Consulting Services organization. This role reports to the VP, Customer Success. This leader will own the P&L for consulting services and be responsible for driving the strategic direction of this team and overseeing the global delivery of all services, ensuring the highest level of customer satisfaction. They will manage a highly technical team of Solutions Architects, Implementation Managers and other delivery resources. This role requires a strategic thinker with strong leadership skills, a deep understanding of the industry, and a proven track record of managing and growing professional services teams.
Key Responsibilities:
- Leadership and Management:
- Build the services team by hiring exceptional Solution Architects with deep technical expertise.
- Lead, mentor, and develop a high-performing team including building strong first line Managers as we continue to scale.
- Foster a culture of high performance, continuous improvement and customer centricity.
- Services Portfolio and Planning:
- Set clear goals and objectives for the services team and ensure alignment with overall company objectives.
- Develop and execute the consulting services strategy, including service offerings, delivery models, and go-to-market plans.
- Own headcount planning based on the forecasted growth of services
- Services Delivery:
- Oversee the delivery of all services to ensure they exceed customer expectations.
- Identify new services opportunities and drive innovation in service delivery. Implement best practices and standardized processes to continuously improve efficiency, quality and customer satisfaction.
- Partner with the operations team to build out systems and processes that enable us to scale and deliver services efficiently
- Monitor and manage key metrics related to project delivery, resource utilization, budgets etc.
- Customers Relationship Management:
- Build and maintain strong relationships with key customers. Act as the primary point of contact for escalated customer issues and ensure timely resolution.
- Gather customer feedback and use it to drive continuous improvement.
- Financial Management:
- Manage the Consulting Services P&L. Monitor financial performance and implement strategies to achieve financial targets including revenue growth, margins.
- Cross-functional collaboration:
- Partner with the Sales team to scope services proposals and sell services.
- Work closely with Sales, Customer Success, Support and R&D, to ensure seamless delivery of services.
- Share prioritized customer feedback with R&D teams to ensure we are making our customers successful and enhancing value realized from Glean.
- Reporting and Analytics:
- Develop and maintain key performance indicators (KPIs) to measure the success of the services group including financial metrics, value realization, customer experience, services delivery etc.
- Provide regular reports to management on performance and key initiatives.
Required Qualifications:
- Bachelor's degree in Computer Science, or a related field. MBA preferred.
- 12+ years of experience in Professional Services / Consulting at a SaaS or technology company with at least 7+ years in a leadership role.
- Experience leading a global, geographically distributed team.
- Proven track record of successfully managing large-scale SaaS deployment projects with an emphasis on large-scale, enterprise cloud deployments.
- Strong understanding of SaaS software architecture and deployment best practices.
- Relationship Builder: Excellent customer engagement skills with proven record of building strong customer relationships.
- Authentic Leader: Builds great teams around a focused mission. Translates overarching business goals into specific objectives for each member of the team. Ability to collaborate, mobilize and engage multiple stakeholder groups at different levels.
- Solutions-oriented: Inspired by execution; has a bias for action in a hands-on capacity. Conveys a sense of urgency and drives issues to closure.
- Creative problem-solving skills and a results-oriented mindset.
- Proficiency in project management software tools and methodologies.
- Ability to adapt to changing project requirements and priorities.
