Expert Services Manager BigMachines
THIS JOB HAS EXPIRED About The Company
BigMachines is the global leader in delivering cloud-based mission critical applications to the Fortune 2000. Our industry-leading solutions help companies Sell More and Sell Faster, configuring, pricing, and quoting their complex products.
For the fourth consecutive year we had two great distinctions: landing on the "Inc 5000 list of Fastest Growing Companies" and being voted #1 on Salesforce's AppExchange. BigMachines also delivered another record-setting year in bookings, revenue, profitability and customer acquisitions. We do all of this while managing to maintain an industry-leading 95% customer retention rate.
We are looking to add exceptional talent across our entire company of great people who play hard as a reward for working even harder. At BigMachines, we thrive on using unique and unconventional methods to drive remarkable employee success. (We might have an amazing reputation, but we?re not above taking breaks for cheesecake bake-offs and Nerf gun battles.)
We are committed to hiring really smart, hip and altogether fantastic people who are intellectually invigorated and inspired by advancing their careers.
The Expert Services Manager is an integral member of the Services and Support leadership team. This role will present the opportunity for an individual to oversee the activities of a team of consultants tasked with delivering world-class customer service to our growing portfolio of clients. In addition to developing this highly-skilled team, the Expert Services Manager will be expected to manage a regional P&L statement, interact with sales to develop the customer pipeline, plan resource allocation for the region, resolve high-level customer service issues and participate in activities as a member of a global services organization.
This position will report to the head of Expert Services. This position will also have the opportunity to work closely with BigMachines? team members in development, product management, sales, services and support on a variety of process and systems improvement initiatives.
Managing key customer relationships, including interactions at an executive or senior management level
Managing sales process and internal messaging with sales team to ensure proper positioning with existing and prospect customer base
Overseeing a team of Expert Services consultants (5-10)
Hiring and training of new team members
Ensuring adherence to Expert Services processes while providing feedback on best practices and process improvement to increase services capability. May be tasked with leading specific improvement projects
Ensuring team adheres to customer commitments and goals
Ensuring team members are optimally allocated to meet customer and work demands
Mentoring and leading team members through continuous feedback on performance improvement
Working collaboratively with other support teams to provide exceptional service to our customers
Adhering to all BigMachines security policies, standards and procedures in the performance of job duties
Participating in security training provided by BigMachines
Reporting any potential security weakness, exposure or suspicious indications to manager
Performing duties and responsibilities as assigned by Senior Director of Support and Services
1-5 years of experience managing services team
BA/BS from a reputable 4-year college or university. Preference for business/management focus
Experience with SaaS industry in an Implementation or Support role(s)
Excellent communication skills with proven track record for developing employee?s presentation, written and verbal abilities
Excellent strategic, problem solving and organizational skills
Ability to manage and execute on multiple critical projects simultaneously
Strong business acumen
Strong focus on customer satisfaction
Strong industry networking capabilities
||San Mateo, CA |
THIS JOB HAS EXPIRED