Director, Professional Services

Who you are

You have extensive experience in leading professional services teams, ideally with a background in customer success or related fields. Your leadership style fosters a culture of collaboration and continuous learning, ensuring that your team is equipped to deliver exceptional service experiences. You understand the importance of onboarding and training in maximizing customer value and are adept at managing performance and diversity within your team.

You possess strong cross-functional collaboration skills, working effectively with leaders in Customer Success, Sales, Support, Product, and Marketing. Your ability to analyze customer feedback and service metrics allows you to identify trends and recommend improvements that enhance the overall customer journey. You are committed to driving customer satisfaction and retention, leveraging your insights to influence professional services outcomes.

Desirable

Experience in a technology-driven environment is a plus, as is familiarity with tools and processes that enhance service delivery. You are comfortable using data to inform decisions and are always looking for ways to innovate and improve service offerings.

What you'll do

In this role, you will lead a world-class Professional Services organization, ensuring that customers realize maximum value from their Hootsuite tech stack. You will be responsible for hiring, coaching, and developing a high-performing management team, fostering a culture of deep customer focus and collaboration. Your leadership will drive the performance of the Professional Services team, focusing on metrics such as time to value and services revenue growth.

You will monitor customer satisfaction scores and onboarding health metrics, using this data to identify trends and recommend actionable improvements. Your role will involve working closely with the Vice President of Global Professional Services and other leadership team members to align service strategies with overall business goals. You will also play a key role in driving additional revenue through enhanced service experiences.

What we offer

Hootsuite offers a flexible work arrangement that allows for remote work or a hybrid model, accommodating your lifestyle while ensuring you can lead your team effectively. You will be part of a dynamic leadership team that values collaboration and innovation, with opportunities for professional growth and development. We encourage you to apply even if your experience doesn't match every requirement, as we believe diverse teams build better products.