Director, Global Professional Services

About the opportunity

We are seeking a highly skilled and experienced Global Professional Services Leader located in the central or east coast times zones to join Contentful. As the Global Professional Services Leader, you will be responsible for leading and managing our global professional services team, driving the successful implementation and delivery of our software solutions to our customers worldwide. You will play a pivotal role in ensuring customer satisfaction, revenue growth, and operational excellence within the professional services function.

What to expect?

• Leadership and Team Management:
  • Provide strong leadership and strategic direction to the global professional services team.
  • Build, develop, and mentor a high-performing team, fostering a culture of collaboration, accountability, and continuous improvement.
  • Set clear objectives, manage performance, and conduct regular performance reviews for team members.
  • Develop and implement talent development plans to enhance team members' skills and capabilities.

• Go To Market and Partner Support:
  • Work Closely with Sales leadership to support our sales capabilities for new and existing customers
  • Create innovative offerings to help ensure our customers are successful with our software
  • Work closely with Contentful’s global partner organization to help support and enable our partners
  • Work with Contentful partner ecosystem to build strong relationships, understand important partners and their capabilities and be able to assist Field determine key partners to help make customers successful

• Project Management and Delivery:
  • Oversee end-to-end project management for customer implementations, ensuring successful delivery within agreed timelines, budget, and quality standards.
  • Establish project management methodologies, tools, and best practices to drive efficiency and scalability across the professional services function.
  • Identify and mitigate project risks, proactively resolving issues that may impact project delivery.

• Customer Relationship Management:
  • Act as the primary point of contact for key customer engagements, building strong relationships with customers and understanding their unique requirements.
  • Collaborate with the sales team during the pre-sales process, providing input on project scope, resource allocation, and timelines.
  • Continuously assess customer satisfaction and gather feedback, leveraging insights to drive process improvements and enhance customer experience.

• Process Optimization and Operational Excellence:
  • Owns PS bookings and revenue metrics
  • Drive continuous improvement initiatives to optimize professional services processes and enhance operational efficiency.
  • Develop and maintain metrics and KPIs to track and measure the performance of the professional services function, ensuring adherence to service level agreements.
  • Identify opportunities for revenue growth and expansion of professional services offerings, working closely with the sales and product teams.

• Industry Expertise and Thought Leadership:
  • Stay updated with industry trends, emerging technologies, and best practices in professional services and SaaS software delivery.
  • Act as a thought leader within the organization and the industry, sharing insights and knowledge through internal and external channels, such as blogs, webinars, and conferences.

What you need to be successful?

• Bachelor's degree in a relevant field; advanced degree is a plus.
• Proven experience (7+ years) in leading and managing global professional services teams within the SaaS software industry.
• Strong project management skills with a track record of successfully delivering complex customer implementations.
• Excellent leadership and people management abilities, with experience in building and developing high-performing teams.
• Customer-centric mindset with a passion for delivering exceptional customer experiences.
• Previous experience working with Go to market and partner organizations
• Strong business acumen and understanding of financial metrics and profitability.
• Exceptional communication and interpersonal skills, with the ability to influence and build relationships at all levels.
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
• Proactive, results-oriented, and able to thrive in a fast-paced, dynamic environment.

What's in it for you?

• Join an ambitious tech company reshaping the way people bu