Director Services Veracode Burlington

Job description
Reporting to the General Manager of EMEA and the SVP of Services, the Director of Services will oversee all aspects of Veracode’s EMEA Services operations. The Director will be responsible for the strategic and tactical management of servicing our EMEA clients to a high level of customer satisfaction, and assisting the sales team with customer renewal and expansion. The position requires a bachelor's degree, and at least 5-10 years’ experience as a Director of a Professional services team within a software company.


Responsibilities

• Hold the highest standards for customer satisfaction based on the Company’s set targets

• Establish relationships with key customers, and serve as executive sponsor, as appropriate. Act as an Escalation point for critical customer issues

• Collaborate and be closely aligned with other members of global Services team, including Technical Support, Program Management, Security Consulting and Services Operations, to optimize Service delivery and Customer Satisfaction

• Ensure EMEA are aligned to Global Services guidelines across all Services disciplines, with modification as necessary to meet local requirements

• Work with the EMEA and Services Leadership team to translate department strategy into actionable and measurable activities

• Drive Change Management activities, as Veracode’s Services department and the EMEA team evolves its operating model and scale capabilities

• Manage and develop staff of Managers within the EMEA Services team by providing direction, establishing clear, measurable objectives, managing performance, training, coaching, and counseling

• Partner with the Sales organization in their efforts to structure and sell services offerings within accounts, and renew/expand customer relationships.

• Collaborate with Product Management to prioritize fixes/features based on customer requirements

• Work with Channel Partners

• Ongoing improvement of Employee Satisfaction

• Achievement of Margin targets

• Travel to customer and prospect sites, as required

Job Requirements

• A minimum of 5-10 years’ experience as a Director of a services practice within a software company (Security and SaaS experience preferred)

• Strong management and leadership skills with proven success at managing multiple skills sets, and managing Managers

• Proven ability to interface with and form relationships with internal and external stakeholders, including C-level executives

• Successful at presenting in front of customers to support the Account Executives to sell a variety of services to customers

• Successfully navigate an organization cross functionally including through barriers to ensure customer satisfaction and success

• Proven record of designing and implementing strategies for retaining and developing customers

• Knowledge of current and new technologies, tools, methodologies and industry requirements and impact to the professional services operations

• Comfortable working in a dynamic, fast-past growth environment with an ability to multitask and prioritize

• Strong communication, organization, coaching, problem solving and negotiation skills

• Ability to communicate at all levels of an organization with a positive can-do attitude

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