Director of Professional Services

3 days ago

Québec City, Canada The Leadership Agency Full time

Director of Professional Services


Our client is an award-winning SaaS platform that is revolutionizing their industry. They help large manufacturers drive performance and work with global brands like Nestle, Kraft and Johnson & Johnson. They are in growth mode and looking for a Director of Professional Services to join their team.


  • Reporting to the VP of Customer Success.
  • Oversee internal professional services and implement strategies and processes for onboarding and additional services to enhance ROI and usage throughout the customer journey.
  • Assign projects and ensure the delivery of professional services aligns with corporate standards.
  • Take ownership of defining and refining the post-sales customer journey in collaboration with Customer Success and other department (Sales, Product Management, Engineering, and Marketing).
  • Establish and execute the scope of services (use-cases) for customers, aligning with the overall strategy and plan managed by Customer Success.
  • Standardize interventions at each stage of the customer journey.
  • Manage and contribute to the development and continuous improvement of internal tools, methodologies, and processes.
  • Define customer base segmentation and develop corresponding strategies.
  • Expand the network of partners for onboarding and content creation.


Requirements

  • Demonstrated leadership experience of over 10 years in spearheading Continuous Improvement (CI) and Total Productive Maintenance (TPM) initiatives within manufacturing settings.
  • Profound comprehension of lean principles and factory technologies.
  • Exceptional proficiency in written and verbal communication
  • Robust project management abilities, adept at handling multiple projects concurrently.
  • Previous consulting experience is advantageous.
  • Willingness to travel up to 20% of the time.
  • Goals-driven individual with a strong track record of success.
  • Ideally located in Ontario.


Benefits

  • Flex hours
  • Remote work
  • Comprehensive Benefits + Virtual Healthcare
  • PTO + Vacation (from day one)
  • Home Office Allowance & MacBook Pro
  • Dynamic + Collaborative environment
  • Remote first with offices located in Montreal + Quebec city

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