Director, Professional Services

Why you'll love this NUE opportunity!

As the Director of Professional Services at Nue.io, you will lead and scale our professional services team and drive the successful delivery of customer onboarding and implementation projects. This role requires strong leadership, customer engagement, operational excellence, and a deep understanding of complex billing, subscription models and revenue recognition processes.

You will manage, grow and onboard the services team to drive customer transformation and success. We seek an expert strategic business leader with shown success who can guide the team to help our customers transform business, operations and technology to drive business outcomes. As a trusted advisor, you will assist in account planning, participate in presales and work collaboratively with Sales and Product to assemble a team and a well thought out strategy and plan for customer success. You will be responsible for coordinating adoption and consumption of our technology, building and leading customer relationships, CSAT and be accountable for service delivery of engagements.

What You’ll Be Working On

You will manage cross-functional project teams, senior-level business executives and customers to provide a unique customer experience during the projects.

As the Director of Professional Services, you will be responsible for:

• Leadership: Oversee the services team, which includes Solutions Architect, Technical and Functional Consultants, Engagement Managers, to ensure the successful deployment of Nue.io for all customers.
• Define Strategy: Develop a comprehensive onboarding and technical implementation strategy to meet the needs of diverse customer segments. This includes high-touch, complex implementations for large enterprise customers, as well as low--touch, rapid implementations for smaller customers.
• Customer Experience: Ensure that onboarding is frictionless and fast, with a focus on delivering a seamless customer experience from implementation through expansion.
• Customer Feedback Process: Establish a structured customer feedback loop to enable continuous improvement of onboarding and implementation processes. This will involve regular collection, analysis, and integration of customer insights and suggestions into strategic planning, ensuring that our product and our services evolve in alignment with customer needs and expectations.
• Process Optimization: Establish and continually refine processes that streamline implementations, improve adoption, and reduce time to value. Focus on enhancing and upgrading tools and platforms to ensure teams are equipped with the necessary resources for efficient operations and effective communication with customers.
• Collaboration: Serve as a key partner between Sales and Customer Success, ensuring alignment and clear communication to enable customer success.
• Training Programs: Work with the Enablement Team to support the development of customer education programs, including live training, webinars, and self-serve learning paths, to support ongoing enablement of users.
• Cross-Functional Leadership: Collaborate with cross-functional teams, train extended teams, and ensure smooth execution of processes across the organization, particularly with Product, Sales, Marketing, and Support counterparts.
• Performance Metrics: Track key metrics (time to implement, adoption, CSAT, expansion) to optimize processes and ensure the team is meeting and exceeding goals.
• Scale: Build and scale a world-class services team; reducing the cost of professional services while increasing revenue generation by offering valuable and differentiated services packages to our customers
  
  

What We’re Looking For

• 10+ years of experience in Customer Success and/or Client Implementation/Onboarding
• 4+ years in a CS leadership position
• Prior experience with implementing or supporting Billing, CPQ, or Revenue Recognition engagements with an Enterprise customer
• Collaborative team player with track record of partnering with sales and other cross-functional stakeholders to deliver results, help identify and close new business, and drive retention
• Data-driven decision maker with a strong focus on execution and accountability
• Proactive, organized problem-solver with the ability to execute at both the strategic and tactical level; able to roll up his/her sleeves to get things done
• Strong documentation and presentation skills, including creative thinking and willingness to work hands-on to deliver impactful outcomes
• Thought leadership and strategic thinking
• Excellent communication and interpersonal skills
• Willing to work in a fast paced startup environment.
• Bachelor's degree from an accredited college or university.
  
  

What We Offer

• Competitive salary and benefits package.
• Opportunity to work in the dynamic and innovative Silicon Valley tech ecosystem.
• The chance to work on groundbreaking projects and influence the future of finance and payment systems.
• A collaborative and supportive team environment that encourages personal and professional growth.