GoGuardian · 1 day ago
Senior Director, Professional Services and Customer Success
United States
Full-time
Remote
Senior Level, Lead/Staff, Director/Executive
$175K/yr - $250K/yr
10+ years exp
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Responsibilities
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).
Qualification
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Required
10+ years SaaS experience, 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 districts or similar local government entities.
Proven track record of building operational rigor and structure that eliminates surprises and drives accountability.
Experience building strong teams, maintaining both an outcome/performance mindset and a customer first approach.
Great, polished communicator with audiences at all levels of the organization.
Highly successful in leading and developing high output teams.
Proficiency working with distributed teams and working across functional to drive Customer and Company success.
Actively build meaningful and trusting relationships with customers and throughout the organization.
Collaborate and work cross-functionally to solve complex problems.
Preferred
Prior P&L or cost center responsibility is advantageous.
Previous B2B or B2B SaaS and enterprise software experience; Edtech sector a plus.
Benefits
Complete health insurance
401(k) matching
Bonuses
Employee stock option plan
Flexible time off
13 paid holidays
Paid parental leave
Wellness days
Paid year-end holiday break
Learning funds
Lifestyle funds
Online yoga & meditation classes
Fertility & adoption reimbursement
Giving funds with company match
Company
GoGuardian
GoGuardian is an edtech startup that makes subscription software for K-12 schools.
501-1,000 employees
Funding
Current Stage
Late StageTotal Funding
$200MKey Investors
Tiger Global ManagementSumeru Equity PartnersTodd Mackey
2021-08-05Private Equity· $200M
2018-05-24Private Equity· undefined
2018-02-01Secondary Market· undefined
Leadership Team
Advait Shinde
CEO and Co-Founder
Rich Preece
CEO
Recent News
2024-11-02
2024-10-30
Company data provided by crunchbase
