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Sr. Director, Services

Telangana, India (Hybrid)

Sr. Director, Services

2 Months ago • 8-14 Years • Operations

About the job

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Job Description

Highspot seeks a seasoned Sr. Director, Services to build & lead a world-class team in Hyderabad. You'll have 8+ years of leadership experience, 3+ years in SaaS, and proven ability to build high-performing teams. Customer obsession and a deep understanding of SaaS are essential.

Must have:

SaaS Products
Leadership Experience
Customer Obsession
Team Building

Good to have:

CMS/DMS Tech
CRM Architecture
Global Services
Process Optimization

Perks:

Hybrid Work
Global Team

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About Highspot

Highspot is a software product development company and a recognized global leader in the sales enablement category, leveraging cutting-edge AI and GenAI technologies at the core of its robust Software-as-a-Service (SaaS) platform. Highspot is revolutionizing how millions of individuals work worldwide. Through its AI-powered platform, Highspot drives enterprise transformation to empower sales teams through intelligent content management, training, contextual guidance, customer engagement, meeting intelligence, and actionable analytics. The Highspot platform delivers advanced features tailored to business needs, in a modern design that sales and marketing executives appreciate and is the #1 rated sales enablement platform on G2 Crowd.

While headquartered in Seattle, Highspot has expanded its footprint across America, Canada, the UK, Germany, Australia, and now India, solidifying its presence in the Asia Pacific markets.

About the Services Team

Highspot’s Customer Services Team is among the best SaaS Services organizations in the world. We pride ourselves on partnering closely with customers to unlock the full value of their Highspot Solutions. We’re responsive, courteous, and committed to the notion that “every customer problem is our problem.”

About The Role

We are looking for a seasoned, customer-obsessed leader to build and develop a world-class Services team in our Hyderabad office. In this role, you will be a key member of the Senior Services Leadership team, partnering closely with the VP of Customer Success & Services as well as the Chief Operating Officer of Highspot India. You will also have oversight of the Operations teams (e.g. Revenue enablement, Solution Consulting Ops, and other non Product & Engineering Operations), and functional responsibility for them will reside with the functional leaders based in NA. With Services, you will oversee teams that:

- Lead implementations for new Highspot customers as well as support them on an ongoing basis

- Respond to inbound customer questions and requests for help

- Produce content to help customers self

-Serve with their Highspot solution

- Act as extensions of customers’ teams, doing hands on keyboard work to configure and keep up their Highspot environments.

Highspot requires colleagues based out of Hyderabad to be in the office two-three days each week. This helps us build strong relationships and a vibrant, productive office culture.

Responsibilities

Develop our Hyderabad team. We have aggressive goals for developing a flourishing Services hub in India. You will inherit a team of managers and individual contributors, and you’ll leverage your existing network and your stellar interviewing skills to recruit and hire a world-class team (as needed), including first line managers as well as individual contributors
Develop a High Performing, High Engagement Team and Culture. Coach and develop your direct reports (some of whom are leading teams themselves) as well as individual contributors. Demonstrate very high emotional intelligence. Set and uphold the highest performance standards. Help colleagues “enjoy the ride,” one of our core guiding principles
Deliver Highest Levels of Customer Satisfaction and Value. Ensure that customers who work with your team are on an ever-increasing value journey, benefiting from current and future functionality. Obsess about exceeding customer expectations and performance target
Provide Customer Insight. Synthesize key themes from across the customer base and obsesses about creating the perfect customer experience. Serve as the executive sponsor for individual customers. Translates product features to customer impact. Guide your team through complex and difficult organizational issues across all customer segments
Scale Organizations, Processes and Operations. Design and execute organizational and process changes as our company grows and evolves. Implement a solid operating system that promotes growth and inclusivity, and a high performance culture
Partner effectively across functions. Act as an ally and partner to colleagues in sibling functions in India and across the globe Product, Account Management, Marketing and others - making decisions that take broader perspective into account and providing insight into others’ decisions. Demonstrate a balanced, reasoned approach to conflict or differing priorities
Cultivate the deep product knowledge that has to date been one of the hallmarks of the Services team. Gain deep knowledge, understanding, and experience with the Highspot product and how it is integrated with other systems in a customer environment. Provide training/guidance/best practices to customers and team.

Required Qualifications

14+ years of professional services delivery experience with enterprise and strategic customers
8+ years of leading high performing teams; experience managing managers is required
3+ years working with SaaS products and technologies
Demonstrated ability to work cross functionally
Familiarity with SaaS businesses, metrics, goals, challenges
Proven strong executive leadership and decision making abilities
Strong communication skills, ability to articulate and sell a vision internally and externally
Strong execution skills and the ability to drive action and accountability
Proven track record of hiring, developing and managing world-class talent
Track record of framing organizational design around an ever-expanding global team
Extensive experience driving software solutions involving many stakeholders and delivering results on time with high quality.
Ability to communicate directly to the product and technical teams: share insights into root causes of customer discontent, advocate for features/functionality to eliminate churn, drive customer satisfaction
Experience working with and deploying CMS/DMS technologies. Working Knowledge of CRM (Salesforce.com, Dynamics 365) architecture and administration
Entrepreneurial spirit and mindset, a focus on possibilities and not obstacles
Proven ability to navigate ambiguity and change
Proven track record of defining and optimizing processes
Experience working part of a Global services organization across Geos is preferred

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Equal Opportunity Statement

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of age, ancestry, citizenship, color, ethnicity, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or invisible disability status, political affiliation, veteran status, race, religion, or sexual orientation.

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