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Director, Professional Services

Full Time

narvar

Narvar is Growing! We're looking for a Director of Professional Services to define, build, and oversee the Professional Services function and ensure a positive pre- and post-purchase experience for our clients. You will be responsible for the team’s strategic technical delivery, operational execution, and delivery against performance metrics. You will use your insight and technical expertise to identify ways to optimize workflows and accelerate time to value for our Customers. This is a highly cross-functional role that will require collaboration with all departments including sales, customer success, customer support, product management, and engineering. You will work with leadership to set a clear and ambitious vision in support of the company’s short and long term goals. This role currently reports to our Sr. Director of Professional Services and will serve as the Director for the America Region. 

Day-to-Day

  • Demonstrate a deep understanding of Narvar solutions and how they apply to specific client situations
  • Lead the success and on-time delivery of Narvar’s America portfolio region of implementation projects with exceptional quality to ensure high customer satisfaction
  • Work with leadership to establish a strategic roadmap to scale professional services including, new and updated services offerings, services packaging and pricing model, team skill set requirements, project governance and sales and delivery oversight
  • Lead the business and technical operational elements of the team – including managing technical product gaps and working with stakeholders to enhance product capabilities, customer expectations, scoping, forecasting, team productivity and collaborate closely with cross functional teams
  • Assist with building and maintaining a highly effective team. Mentor and coach managers, direct reports, and subcontractors
  • Work closely with product and engineering in delivering customer feedback and prioritizing requests for product development.

What we’re looking for

  • Ideal candidate will be a Director and/or executive level professional with strong technical acumen and demonstrated success in measuring and improving defined KPR’s 
  • Must have led Professional Services Orgs with more than 30+ employees (Direct + Indirect) responsible for technical implementations
  • P&L Accountability
  • You have 10+ years in a professional service environment with a focus in SaaS and/or  retail solutions
  • You have technical experience and are skilled in JSON, SQL (including the ability to write complex queries), and API debugging and triage
  • You have a technical degree 
  • You have 5+ years of Professional Services leadership experience, building and managing a team of high performing, passionate professionals in a high growth, startup environment
  • You have experience managing virtual resources across multiple locations
  • You have strong technical, program, and process management skills
  • You have experience measuring progress against goals for time to value, resource utilization, and on-time delivery
  • You're diplomatic, collaborative, and are comfortable in a fast-paced environment
  • You have effective executive level communication skills, both internal and client-facing, and are confident in presenting both technical solutions and business impact

Why  Narvar? 

We're on a mission to simplify the everyday lives of consumers. We believe post-purchase is a critical phase of the customer journey. That's why we created Narvar – a platform focused on driving customer loyalty through seamless post-purchase experiences that allow retailers to retain, engage, and delight customers. If you've ever bought something online, there's a good chance you've used our platform!

From the hottest new direct-to-consumer companies to retail’s most renowned brands, Narvar works with Patagonia, GameStop, Neiman Marcus, Sonos, Nike and 850+ other brands. With offices in San Francisco, London, Paris, and Bangalore, we've served over 125 million consumers worldwide across 8 billion interactions, 38 countries, and 55 languages.

Pioneering the post-purchase movement means navigating into the unknown. Our team thrives on this sense of adventure while nurturing a mindset of innovation. We're a home for big hearts and we leave our egos at the door. We work hard but we always make time to celebrate professional wins, baby showers, birthday parties, and everything in between.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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To apply for this job please visit boards.greenhouse.io.