Strategic Service Director

6 days ago

Québec, Quebec, Canada EightSix Network Full time

About the Role

Elevate our Service solution as EightSix Network's Strategic Service Director, 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.

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 EightSix Network.
  • 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 EightSix Network 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

  • 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 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.

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