Senior Manager, Technical Professional Services
HubSpot’s Professional Services team delivers solutions to customers designed to meet their specific goals and objectives with the HubSpot platform. Our team executes world class consulting and technical strategies designed to drive long term success of the HubSpot platform for our customers. We are actively seeking a strategic, results-driven Senior Manager to join our leadership team focusing on the Technical functions of our Professional Services business.
This Senior Manager will be a key leadership role, responsible for training & education, program & operational management, coaching & leading a team of Managers in a fast-paced, dynamic environment. As part of our customer first, results driven organization, you will be responsible for supporting your team in maintaining a high standard of customer experience and execution while maintaining long-term customer retention. In partnership with the Global Director of Professional Services, this role will be instrumental in defining the future vision, strategy and roadmap for HubSpot’s Professional Services organization.
This role will be a mix of people, program, and results management, including: Hiring, coaching and developing a group of high-performing technical consulting service managers and their teams
Owning the engagement, growth and retention of customers in Professional Services: save plays for risky customers, and strategies to help the team meet retention goals Managing operations on behalf of the Professional Services team, such as training and education, program management and team development Analyzing customer and team performance data to make informed decisions about operational and procedural changes.
Partnering with the Global Director of Professional Services on the greater vision and strategy for the team, proactively identifying areas for innovation and improvement to help drive significant and sustained growth Advocating for the customer internally and serving as an escalation point for customer success issues We are looking for an individual who:
Thinks globally Is excited about change, always Leads with positivity
Is a known leader Is a natural problem solver Is results-oriented
Is committed to the development of others Is autonomous, adapts to change quickly, and is a master at prioritization Possesses a deep desire to make customers successful and advocate on their behalf
With the following demonstrable skills and experience: 4+ years of management experience, experience managing managers is also valuable but not a requirement Proven leadership ability to coach, influence, develop, motivate and empower employees to achieve their best while maintaining high employee morale in a remote environment
Demonstrated global thinking and impactful related actions A track record in successfully managing and driving change A demonstrated track record of hitting goals and aligning a team around key metrics
Experience handling customer escalations Ability to communicate effectively in small and large groups (verbally and in written form) Self-motivated, an active listener that is decisive in decision making.
Experience working effectively with all levels of management Proven track-record of cross-functional alignment across departments Ability to use data to analyze results and make data-driven decisions to identify and implement new opportunities to drive customer success
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