Head of Professional Services, North America, Enterprise Accounts

Position Overview

• Location Type: [Not specified]
• Job Type: Full Time
• Salary: [Not specified]

Our Professional Services (PS) team plays a key role in onboarding new customers and delivering functional, technical, and training services. The PS team works across teams (Sales, Product, and Customer Success) to implement 360Learning in our client’s ecosystem, empower stakeholders to make the most of their platform, and spread collaborative learning across their organization. The PS team is also responsible for additional services during the customer’s lifecycle.

Initially, this is a transformational role as 360Learning will be re-inventing the sales process for Enterprise customers. And as we fine tune the new process this role will evolve into managing all North America Enterprise implementations (sales support through go-live). You will coach a team of 5-10 consultants (potential to grow), primarily including Solution Delivery Managers (SDMs).

Your mission includes:

1. Support Sales to present our PS offering and provide quotes and statements of work.
2. Engage with customer executive sponsors from sales to go live to ensure we build a strong long-term relationship.
3. Manage a team of consultants working from their home office all over the country.
4. Managing between 40 and 60 onboarding projects at any given time across North America.

What You'll Do

Customer Engagement:

• For each customer onboarding, create an engagement model. This could be a simple introduction at the kickoff (Small/Mid-Market accounts), or periodic meetings with the customer executive sponsors (Large Enterprise accounts).

Sales Support:

• Partner with our Sales team on calls with Enterprise customers to explain how our onboarding is delivered.
• Scope the level of effort for the customer onboarding, write SOWs, and present offered services to new customers.

Practice Management:

• Manage a team of 12-15 consultants.
• Conduct performance reviews, help with goal setting, and lead hiring and training of new employees.
• Build and maintain a capacity plan to ensure that we match the onboarding capacity needed to support our growth.
• Ensure that all time cards and project statuses are updated every Friday.

Pricing and Packaging:

• Continuously improve our pricing and packaging to meet the needs of clients across all market segments.
• Track hours spent by project type and work with the sales coaches to ensure packaging meets their go-to-market needs.

Partner Enablement:

• As a new project, implement a model where some of our Large Enterprise customer implementations will be delivered by partners.
• Be in charge of the onboarding of the partners and the ongoing support.

Additional Context

Onboarding projects are deployments that take between 3 months (simple mid-market) to 6 months (large enterprise) and include:

• Training
• Project management from kick-off to go live
• Workshops to define 360Learning platform architecture for our clients
• Install integrations with SSO; HR systems; and Content providers. (Most of these integrations are pre-built and need to be set up and configured.)

Onboarding Timeline

Within 1 month, you will:

• Be trained in our product and introduced to our processes and systems.
• Integrate into our remote-first culture of Convexity and build relationships with your team.

Within 2 months, you will:

• Be introduced to a few customers and be able to participate in project kickoffs and project reviews.
• Rely on PS consultants to provide answers to the customer questions.
• Become very familiar with our internal processes.
• Support quoting and SOW development for Mid Market Accounts.

Within 3 months, you will:

• Scope enterprise deals and present them to customers.
• Handle customer meetings by yourself.
• Start improving existing practices and processes.

The Skill Set

• Minimum of 8 years of professional services experience.
• At least 3 years as a practice manager.
• Previous deployment experience of SaaS products, ideally HR related.
• Previous experience in leading delivery teams & monitoring delivery KPIs.