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Percolate

Marketing platform that helps brands create and manage content and social media at scale.

Director of Services - San Francisco
San Francisco, CA, US
Job Description / Skills Required

Percolate is The System of Record for Marketing®. With offices in NYC (HQ), SF, Miami, and London, Percolate provides the world’s most complex marketing organizations the visibility, coordination, and governance they need to successfully execute their marketing strategy. Over 800 brands including GE, Unilever, Mastercard, Marriott, Levi’s, Cisco, and Cigna trust Percolate to drive brand and revenue growth.
The Function
Percolate’s Global Services and Customer Success team is responsible for designing and delivering a world-class experience for our customers. The work starts even before they become customers. During the sales cycle, we partner with prospective customers to understand and map their priorities and objectives to a detailed implementation plan. During implementation, we partner with our customers to deliver on that plan, with a focus on time-to-value. And ultimately, we support long-term customer success through ongoing services, support, education and adoption programs, all designed to drive value for the customer and our end users. Our goal is to create customers that want to tell their colleagues, friends and business networks about their experience with Percolate, and their belief in The System of Record for Marketing®.

The Role
As Director of Services at Percolate, you will be responsible for leading a team of Implementation Managers and Associates that work with some of the largest brands in the world to implement and fulfill the vision of The System of Record for Marketing®. You will own the success of your team’s project portfolio, as well as the employee satisfaction and development of your team. You will also be responsible for partnering with Percolate’s sales team to align pre-sales expectations and develop an implementation scope and plan.



Requirements

10+ years of experience in the enterprise software space working directly with customers
Minimum of 3 years experience in a leadership or management role focused on implementation services.
Passion for mentoring, coaching, and people development
Prior experience in a Consulting or Professional Services organization
Prior experience with enterprise scale software implementations and systems integration is required
Demonstrated experience working with global F500 organizations is desirable
Ability to set strategic vision and drive tactical execution.
Strong written and verbal communication skills including C-Level presentation experience
Effective internal, external, and peer communicator; interacts directly with Executive team members and customer contacts as needed.
Ability to identify business challenges and shape solutions that fit with the Percolate platform vision
Ability to understand enterprise software products, and talk fluently about the product to non-technical users and buyers
Thrive in a high-growth and fast-paced work environment
Demonstrated track record of driving departmental initiatives for improvement
Willingness to travel - usually only up to 25% - but may vary
Bachelor’s Degree
Responsibilities

Provide project management coaching and guidance to team members, and serve as a senior escalation point
Seek out and analyze customer feedback to continuously improve delivery quality and customer satisfaction
Staff team members on implementation projects
Partner with our Sales team in pre-cycle to ensure early alignment on expectations and properly scoped implementation projects
Lead a team of Implementation Managers & Associates
Attract, hire, and retain talent. Mentor new team members and support the ongoing skills development of existing employees.
Handle personnel management responsibilities, such as hiring, goal setting, performance reviews, HR issues, etc.
Set realistic short and long-term goals and manage effectively to accomplish those goals.