Senior Director, Professional Services and Customer Success

What We Do   At GoGuardian, we’re helping build a future where all learners are ready and inspired to solve the world’s greatest challenges. Our award-winning system of learning solutions is purpose-built for K-12 and trusted by school leaders to promote effective teaching and equitable engagement while helping empower educators to keep students safe.    What It’s Like to Work at GoGuardian

We are an outcomes-focused learning company with a steadfast focus on improving learning environments, one classroom at a time. Working with us means joining a remote team of diverse, committed, mission-driven employees who are inspired by our vision, dedicated to our customers, and ready to roll up their sleeves. Guardians put their heads together to solve problems, learn together from experiments that fail, and stand together by their work with full accountability. We balance our diligence with an inclusive culture that invites everyone to bring their whole self to work. Join us and learn why “I love the people here” is one of the most frequent comments we hear from Guardians.

 

The Role 

We are looking for an experienced Senior Director, Professional Services & Customer Success to lead this growing team. Reporting directly to the VP, Revenue Forecasting and Operations, you will lead the development, launch, and day to day accountabilities of a professional services line of business, complementing all GoGuardian product offerings.  Further, you’ll be responsible for executing best in class training, education, and services initiatives for long term customer engagement and renewals.  Finally, you will lead the team to provide ‘best in class’ customer support to ensure the ongoing success of our educators. The role requires a strong leader capable of aligning sales goals with overall company goals while leveraging accurate data-driven insights. It will also be critical to successfully work across multiple disciplines, including product, marketing and sales. 

What You’ll Do

Provide Strategic Leadership: 

• As an experienced functional leader, you will own professional services and support strategy, including sales & support commitments, reporting and actioning.
• Lead, enable and coordinate Customer Success & Support while positioning Professional Services as a value add to our existing and net new customer base to drive adoption of the suite of offerings.
• Develop, define and launch Professional Services offerings across Foundation, Mid Market, and Enterprise accounts that help enable and directly drive customer adoption and revenue.

Steward & Build a High Performing Team:

• Manage and develop a Professional Services team inclusive of Solutions Engineering, Customer Education and Customer Technical Support.  
• Commercial advocate to articulate the value of Services & Support, driving internal initiatives/communications to support the sale of Professional Services, while also continuously improving today’s customer support experience. 

Work Seamlessly Across Organization:

• Partner effectively with cross-functional stakeholders, including the selling organization to pitch, negotiate and sell the value of our Services as a differentiator.
• As well as Product and Engineering to understand future roadmap and define Professional Services offering to support adoption for our customers, while providing feedback on market trends and opportunities.

Drive Outsized Results:

• Own, partner and deliver Professional Services revenue commitment
• Own and resolve customer issues - support & escalations (target best in class SLAs, issue resolution, CSat scores).
• Address any operational gaps / stand up operations to measure and track all launched offerings success (customer adoption and P&L) as well as customer support (SLAs, issue resolution rates, CSat).

Who You Are

• Culture and customer champion with proven experienced services & support leader (10+ years SaaS), preferably in the K-12 and Higher Education space with experience selling into Education / Government organizations.
• 5+ years of experience in developing, defining, and taking successful Professional Services offerings to market.
• Experience working across sales, marketing and sales ops.
• Customer-centric mindset and experience in providing ‘best in class’ support, SLAs and issue resolution.
• Strong analytical skills with the ability to interpret data, analyze trends, and implement strategic solutions.
• Expert in sales process optimization, sales forecasting, and sales performance management.
• Strategic mindset with expertise in go-to-market strategies and enterprise sales to school