The Role
Reporting into the Chief Customer Officer, your primary objective is to drive company growth by strategically managing, developing, and delivering high-impact solutions tailored to our Enterprise customers. You will take full ownership for the successful delivery of services, solution design, go-to-market strategy, fuelling expansion and retention, taking our Professional Services offering to new heights of success.
This position will also provide a senior leadership presence in our Charlotte office, as well as responsibility for the day-to-day management and operations of the global Professional Services team. You will directly manage the Project Team Lead and Solutions Engineering Manager, and be responsible for the wider project management team.
Responsibilities

• Strategic Leadership: Develop the strategic course for our Professional Services division and its service offerings, aligning it closely with our business objectives and the evolving needs of the market
• Spearhead a culture of innovation, leveraging best practices and emerging technologies to deliver unparalleled value and stay ahead of the competition
• Service Development & Delivery: Create & deliver service packages aligned to enterprise and commercial market segments, including value positioning, the scope of services, collateral and pricing Lead delivery of onboarding, consulting and implementation services to our customers, overseeing resource management, project delivery and operational success metrics
• Identify business opportunities to improve our customers experience
• Go-to-Market Strategy: Develop and execute dynamic go-to-market strategies that fuel expansion, drive upsell, foster client and partner retention, whilst ensuring maximum ROI Developing a growth business plan, executing this plan through effective OKR setting
• Client Engagement: Create lasting relationships with Enterprise clients, becoming a trusted advisor in navigating their digital signage adoption journey, and driving mutual success through innovative digital communication strategies
• Act as an evangelist for professional services, assisting sales with selling and serving as an executive sponsor for our strategic customers
• Operational Delivery: Create & regularly update a capacity plan for the team, to feed into the overall Customer Success Business Plan
• Constant iteration of team structure & processes to adapt to our evolving business requirements
• Accountability for setting goals and metrics, including time tracking, revenue, gross margin and utilisation
• Own operational metrics, such as time-to-value, customer satisfaction and on-time completion of projects
• Build and scale global service operations (i.e., people, process, systems and tools) to deliver a best-in-class customer experience while building effective and efficient delivery methodologies

Requirements

• Proven experience in programme management and delivery, with a track record of driving successful technology implementation projects to drive growth and maximise value
• Strong leadership and management skills, capable of inspiring cross-functional teams towards shared goals, in a fast-paced environment
• Deep understanding of Enterprise customer management, coupled with a keen ability to anticipate and address evolving needs, challenges and deadlines
• Outstanding communication and relationship-building abilities, essential for collaborative partnerships with customers and internal stakeholders
• A passion for innovation and continuous improvement, driving excellence in service delivery and solution design to maintain our competitive edge in the SaaS market
• Ability to be an evangelist for ScreenCloud customers and serve according to ScreenCloud’s values
• Skills - upsell techniques, analytical, high technical proficiency