Service Line of Business Director

1 month ago


Québec, Quebec, Canada EightSix Network Full time

About the Role

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 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.

Key Responsibilities

  • 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.
  • 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.
  • 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.

Requirements

  • Work Permit


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