Director, Services at Skilljar

| Seattle
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Skilljar is seeking a versatile and proven Director to lead our Services team, which includes management of the existing implementation team and building of a professional services team to support both the initial and ongoing Services needs of our customers. This critical function is part of our rapidly growing Customer Success team, and is responsible for working directly with our customers to enable them to successfully implement Skilljar and grow their education programs through Skilljar’s Services offerings to achieve business goals. This position provides the unique opportunity to lead customer implementation within a company that is focused on enabling our customers to achieve a world-class customer onboarding experience.

You must be a hands on leader who can think and act strategically but also enjoys diving into the details. You will leverage your expertise in building services methodologies and processes that scale as we expand in 2020. You must be an experienced leader, mentor, and coach who is able to scale an organization, while guiding team members through the challenges of hyper growth. This is a great opportunity to join a rapidly accelerating startup that has dozens of Fortune 1000 and mid-market clients on its roster.

Responsibilities
  • Build and lead a world class and rapidly growing Services organization.
  • Own all aspects of Services strategy to include developing and refining service offerings, packaging, pricing as well as hiring, team development, implementation methodology, and project success for the Services team.
  • Develop and implement professional services strategy.
  • Collaboration with cross-functional Sales, Marketing, Product, Engineering, Finance, and Customer Success teams to provide data-driven business insights to inform the Services team on strategic direction and areas for opportunity.
  • Ensure the highest levels of customer satisfaction, product adoption, and renewal, through highly effective implementations and value-added continued engagement.
  • Define operational metrics for Services team, establish system for tracking, create cadence for review with Services team and management.
  • Direct the activities of the team through ongoing oversight of active implementations and Services projects, ensuring we deliver on time, within budget, and with high quality outcomes and customer satisfaction.
  • Provide coaching and development feedback to Services team members.
  • Ensure our teams follow best practice implementation processes, and identify opportunities to improve our methodologies and tools.
  • Maintain feedback loop with Sales and Customer Success to ensure smooth customer handoff.
  • Evaluate and recommend stage-appropriate software and solutions to enhance our effectiveness and efficiency.
Requirements
  • 8+ years of professional services delivery experience within an enterprise SaaS organization.
  • 6+ years of high performing team leadership experience.
  • Demonstrated ability to build strategic and operating plans for a Services department for long-term scale to include experience leading services sales activities (proposal generation, SOW creation, selling Services, change orders, and customer negotiations).
  • Deep expertise in project and program management for enterprise software deployments.
  • Proficient knowledge of technical concepts to inform technical Services offerings.
  • Experienced with a wide range of customer accounts, from SMB ($10K ACV) to enterprise ($1M ACV).
  • Strong empathy for customers combined with a passion for revenue and growth.
  • Highly collaborative and able to build strong cross-functional partnerships with Customer Success, Sales, Marketing, Product, and Finance.
  • Highly organized with strong interpersonal and leadership skills.
  • Strong written and verbal communication skills, ability to articulate and sell a vision internally and externally.
  • Strong execution skills and the ability to drive action and accountability.
  • Proven track record of defining and optimizing processes.
  • Bachelor’s Degree required, Master's Degree preferred. 
  • US work authorization and criminal background check are required.
The Company

Backed by prominent financial institutions, including Mayfield, Shasta Ventures, and Trilogy Equity Partners, Skilljar is the leading enterprise customer training platform, transforming the way organizations onboard, engage, and retain their customers. Trusted by leading global companies like Zillow, Slack, Tableau, Liberty Mutual, Cisco, Verizon, and U-Haul, Skilljar provides the essential tools and foundation for successful customer and partner engagement and enablement.

We are a team of bright, dedicated Skillets with startup drive and a passion for education. Headquartered in Seattle, WA, Skilljar is currently operating remotely, with employees based in Washington, Oregon, California, and Colorado.

 
Skilljar is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act) with respect to employment opportunities.
 
Skilljar does not accept nor are we responsible for any fees associated with unsolicited resumes, LinkedIn bios, or any other candidate introductions.
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Technology we use

  • Engineering
  • Sales & Marketing
    • PythonLanguages
    • Twitter BootstrapLibraries
    • DjangoFrameworks
    • Vue.jsFrameworks
    • PostgreSQLDatabases
    • WordpressCMS
    • SalesforceCRM

Location

Headquartered in Seattle, WA, Skilljar is currently operating remotely, with employees based in Washington, Oregon, California, and Colorado.

An Insider's view of Skilljar

How would you describe the company’s work-life balance?

Even though Work and Life are often happening in the same room these days, Skilljar encourages everyone to create a daily ritual that signals a "Start" and "Stop" to the workday. Whether it's simply shutting down your laptop, taking an end-of-day stroll, or brewing a cup of tea to wrap up the day; the team supports creating a balance.

Shilpa

Digital Marketing Specialist

What projects are you most excited about?

I’m most excited about evolving our platform from Heroku onto AWS and giving us more control over our app (and cost savings).

We get to tackle the challenges of deploying software (build, test, deploy, monitor, etc.), and it’s a cool (and challenging) opportunity to introduce fundamental changes in our infra while continuing to support our devs.

Amanda

DevOps Engineer

How does the company support your career growth?

The biggest way that Skilljar supports my career growth is in providing me with the flexibility and trust to take on new projects. My managers and the leadership team give me a lot of control over my job and how I want to grow. I have learned and grown more in my short time here than I have been able to in the last few years in my previous roles.

Simone

Recruiter

What's the biggest problem your team is solving?

The biggest problem my team is solving is how to scale the company. We have a solid foundation already. However, as we grow, we're choosing systems and processes to position us for growth. It is challenging and exciting to be a part of this process. It's rewarding to see our impact on other teams and the long-term benefit to the whole company.

Scott

Financial Analyst

What are Skilljar Perks + Benefits

Skilljar Benefits Overview

At Skilljar, we value our employees' wellness. As a result, we strive to provide a great set of benefits. Skilljar pays 100% of our employee premiums for medical, dental, vision, disability, and life insurance! We also cover 50% of premiums for dependents you add to our plans.

Our extensive perks and benefits include:
Medical
Dental
Vision
Long and short-term disability
Life insurance
Flexible Time Off
401(k) Retirement Savings
Employee stock options
Employee Assistance Program (EAP)
Great events - virtual company and team events, happy hours, trivia/game nights, and more!

Culture
Intracompany committees
We have a volunteer-based fun committee. They have a budget side aside that they use to help through quarterly events for the entire company.
Daily stand up
Team owned deliverables
Group brainstorming sessions
Diversity
Unconscious bias training
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Some Meals Provided
Happy Hours
Professional Development Benefits
Lunch and learns
Company catered lunch and employee-led, weekly lunch and learn meetings
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