Customer Success Portfolio Director - UK (Remote)

Basic Information

Country

United Kingdom

State

NA

City

Remote

Date Published

07-Dec-2021

Job ID

32467

Travel Amount

None

Description and Requirements

The Services Portfolio Director is responsible for the end-to-end lifecycle management of the converged Customer Success services portfolio, including but not limited to: support services, strategic and advisory services, managed and adoption services, education services, and core consulting. 

This person will orchestrate cross-functional activities to design offers that deliver new value in new ways for customers. They will then translate the converged offer strategy into defined services offerings, partner with product management, sales, business operations and service delivery teams to ensure the effective sales and delivery of all services, and provide go-to-market and sales enablement materials.  

Additionally, they will maintain and evolve the current services portfolio while meeting or exceeding operating and financial goals. 

KEY RESPONSIBILITIES:

Drive a converged service portfolio from concept, to market, to end of life.
Rationalize existing service portfolio to create a continuum and eliminate overlap in offers to reduce internal competition.
Provide a deliverable plan with assigned core teams to identify profitable services offerings (new and extensions to existing offerings).
Ensure offerings meet addressable markets by analyzing industry research, competitive data and voice of the customer.
Collaborate with product management to ensure services strategy is aligned with product roadmap.
Develop a cohesive value-based pricing strategy and articulate financial probability of service offer.
Define and explore revenue recognition best practices for converged offer delivery.
Ensure operation and delivery teams are capable of fulfilling orders and providing service capabilities defined in the offering.
Develop and implement sales enablement programs to support the positioning of services in the marketplace.
 
QUALIFICATIONS:

Proven track record of management and leadership designing and implementing best in class practices for lifecycle management of service solutions.
Ability to lead services transformation and the courage to challenge status quo.
Seasoned interpersonal skills with a proven ability to achieve results through alignment of cross-functional and multi-divisional activities in a highly collaborative, team-oriented, and fast-paced environment.
Adept business knowledge across all service disciplines.
Proven marketing experience in defining and executing effective strategies encompassing product, pricing, positioning, and promotion disciplines.
Ability to manage and expand relationships and have range to operate at both strategic and tactical levels.
Extraordinary communications and presentation skills.
Personality that is collaborative, passionate, and customer-focused. 
Leadership with integrity
 
EXPERIENCE:

Minimum 10 years of service management experience with successful and progressive track record of accomplishment, leadership and increasing responsibility.
Previous experience in product management and/or service offering design and launch.
Proven success in dealing with business leaders on all levels and able to manage effectively within a matrix organizational structure.
Ability to manage virtual and matrixed global teams.


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