General Manager, Service

2 weeks ago

Quebec City QC, Québec, Canada Coveo Solutions inc. Full time
Elevate our Service solution as Coveo's General Manager, steering strategic direction and driving unparalleled impact

In this role, you will lead our largest line of business, Service, overseeing the strategic direction and performance of the 360 product-to-market cycle. Reporting directly to the CEO, you will be instrumental in maximizing customer satisfaction (CSAT) and Net Promoter Score (NPS) while minimizing costs through our integrated Service solution. This solution interfaces seamlessly with leading CRM applications, including Salesforce Service Cloud, a key industry partner.

Interested in learning more? Here’s what your responsibilities will look like:

Service Line of Business Leadership:

  • Define and implement the strategic direction for the Service LoB, working alongside key leadership. Collaborate on prioritizing the product roadmap and new features with the CTO, VP Product Management, and Partners’ leadership whilst leveraging customer feedback and industry needs.
  • Set marketecture and target market priorities, while ensuring awareness and education of line of business capabilities across Coveo.
  • Align functional areas, manage key metrics and reporting for tracking progress to quarterly goals and report performance to the Board.
  • Attract talent and Service expertise to Coveo in various roles.

Sales and Marketing Leadership:

  • Ensure optimal alignment from market selection through to success in self-service and assisted channels.
  • Analyze market trends, competitive landscape, and growth opportunities and educate the sales organization on product value proposition, differentiation and industry nuances accordingly.
  • Collaborate with Directors, Business Development, Sales, and the CMO to maximize lead generation, pipeline development, and customer retention.
  • Coordinate with Alliances Leadership to manage and expand key partnerships.

Professional Services, Customer Support, and Customer Success:

  • Design successful methodologies, content, and learning material for deployment success.
  • Ensure customer retention and expansion through healthy client relationships, made possible by efficient and personalized implementations in collaboration with our Professional Services team.

Data-Centric Leadership:

  • Lead without direct reports by fostering transversal collaboration across the organization.
  • Develop a comprehensive and broad vision for the entire line of business.

A data-centric Leader with a strategic growth mindset

To take on this challenge, your leadership will need to be transversal across the entire organization, thus bringing together Service Solution experts in every function. The completeness and broadness of your vision will be of the utmost importance as you will truly be the CEO of an entire line of business.

This is what you’ll need to be successful in this role:

  • 15+ years proven work experience as a CEO, General Manager or Executive Vice President in the Customer Service software industry.
  • Experience scaling a business from 20 million to 100 million USD overseeing the entire lifecycle of the product from development to client-facing stages and reporting.
  • Experience in Product Marketing or Product Management leadership in a technology-oriented, product-led growth driven business;
  • Ability to balance marketing strategy, vision and tactical execution in a fast paced and hyper growth environment;
  • Exceptional leadership skills and proven ability to work across an organization to drive alignment and process definition.
  • Self-starter, visionary, positive and collaborative.
  • Strong presence, excellent presentation, written and verbal communications skills coupled with a high energy to present ideas and results to Executives.

You hit it all? Join us, leave your mark on the growth of the largest LoB of one of the biggest global AI companies.

Join the Coveolife

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