Director of Professional Services

Job Description

Unifonic is a customer engagement platform that enables organizations to delight customers with remarkable omnichannel experiences. By Unifying communication channels, messaging apps, and chatbots, Unifonic streamlines conversations at every touch point throughout the customer journey.Director of Professional ServicesThe Customer Experience and Operationsteam at Unifonic is in the search of an experienced Director of Professional Services toprovide the strategic vision and lead service delivery for Unifonic?s Professional Services Organization. In this role, you will be reporting to the Vice President of Customer Experience and Operations, you will beresponsible for developing strategies and operations to deliver best-in-class services (i.e., consulting, implementation, and educational services) to help customers accelerate their customer experience transformation. The successful candidate works to build and scale a services business, in a bold, fast-moving, transparent, and values-led organization to enable customer and company success. The responsibilities of the Director of Professional Services include but are not limited to:

• Develop strategic plans to build and evolve Unifonic?s product and transformational service offerings.
• Create service offerings aligned to enterprise and commercial market segments, including value positioning, the scope of services, collateral, and pricing.
• Lead delivery of consulting, education, and implementation services to our customers, overseeing resource management, project delivery, and operational success metrics.
• Be accountable for services financial goals and metrics, including bookings, revenue, gross margin, and utilization.
• Own operational metrics, such as time-to-value, customer satisfaction, and on-time completion of projects.
• Build and scale service operations (i.e., people, processes, systems, and tools) to deliver a best-in-class customer experience while building effective and efficient delivery methodologies.
• Act as an evangelist for services, assisting sales with selling and serving as an executive sponsor for our strategic customers.
• Provide strategic guidance with prospect and customer accounts for account influence and growth.
• Provide executive sponsorship for strategic accounts.
• Develops a clear strategy and vision for their department, inspiring their team through communication in alignment with Unifonic?s mission, vision, and values.

• Hands-on 7+ years demonstrated progressive experience managing, leading and/or delivering professional services.
• Proven experience building and leading a team of 25+ people in a fast-paced, growing company.
• Demonstrated progressive experience with a subscription-based or utilization-based business model, delivering SaaS solutions.
• Experience managing technical, cross-functional professional services teams (e.g., consulting, implementation, trainers, project managers) and delivery partners.
• Demonstrated experience building and scaling a professional services business with accountability for financial targets.
• Bachelors degree in business or any other related field, MBA is a plus.
• Ability to be an evangelist for Unifonic customers and serve according to Unifonic?s values.
• Serves as an expert in Professional Services internally and externally with customers, partners, and industry communities.
• Excellent English and Arabicwriting and speaking skills.

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