Director of Professional Services, Enterprise

Company: Axon
Location: Seattle
Posted on: October 29, 2024

Job Description:

Your Impact
We are seeking an experienced and dynamic Director of Professional Services to lead our professional services organization, delivering both hardware and SaaS solutions to our Enterprise customers. This role requires a strategic leader with a strong background in managing complex deployments, driving successful customer outcomes, and leading cross-functional teams. The Director of Professional Services will be responsible for overseeing the planning, execution, and delivery of professional services, ensuring the seamless integration and optimization of our hardware and SaaS solutions for our Enterprise customers.
What You'll Do
Location: Hybrid - Must report into one of the following Hub locations: Scottsdale AZ, Seattle Washington, Boston MA, Denver CO, Atlanta GA

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• Lead, manage, and develop a high-performing Professional Services team consisting of project managers, professional service managers, solution architects, and implementation specialists.
  
• Define, implement, and continuously improve the Professional Services delivery model to ensure scalability, efficiency, and customer satisfaction.
  
• Oversee the successful delivery of hardware and SaaS projects, from initial scoping and planning to execution and go-live, ensuring projects are delivered on time, and to a high standard of quality.
  
• Act as an escalation point for high-priority or complex issues, ensuring timely resolution and maintaining customer satisfaction.
  
• Collaborate with Sales, Customer Success, and Support teams to ensure a smooth customer journey from sales to implementation and post-go-live support.
  
• Standardize processes and methodologies for project delivery, including customer onboarding, solution deployment, and customer training, ensuring consistency across all engagements.
  
• Establish and track key performance indicators (KPIs) for the Professional Services team, including utilization rates, capacity, and CSAT.
  
• Work closely with the Product, Engineering, and Sales teams to ensure alignment of Professional Services with product development roadmaps and customer requirements.
  
• Collaborate with the Customer Success and Support teams to ensure customers receive exceptional service throughout their lifecycle, including post-implementation support.
  
• Provide feedback to product management and engineering teams on customer requirements, pain points, and suggestions for product improvements.
  
  What You Bring
  
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  • Bachelor's degree in Business, Computer Science, Engineering, or a related field; MBA or Master's degree preferred.
    
  • 10+ years of experience in Professional Services, with at least 5 years in a leadership role overseeing both hardware and SaaS implementations.
    
  • Proven track record of delivering complex technical solutions to enterprise customers, ideally in both hardware and SaaS environments.
    
  • Strong leadership skills with the ability to inspire, motivate, and develop a diverse team of professionals.
    
  • Exceptional communication, negotiation, and interpersonal skills, with the ability to build strong relationships with both internal teams and external customers.
    
  • Strong problem-solving skills and the ability to manage multiple projects and priorities in a fast-paced environment.
    
  • Experience working with cross-functional teams including Sales, Product, Engineering, and Customer Success.
    
  • Familiarity with project management methodologies and tools (e.g., Agile, Waterfall, MS Project, Jira).
    
  • Technical understanding of hardware solutions, cloud-based SaaS platforms, and integration technologies.
    
    Benefits that Benefit You
    
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    • Competitive salary and 401k with employer match
      
    • Discretionary paid time off
      
    • Paid parental leave for all
      
    • Medical, Dental, Vision plans
      
    • Fitness Programs
      
    • Emotional & Mental Wellness support
      
    • Learning & Development programs
      
    • And yes, we have snacks in our offices
      
      Benefits listed herein may vary depending on the nature of your employment and the location where you work.
      The Pay: Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The starting base pay for this role is between USD 144,000 in the lowest geographic market and USD 216,000 in the highest geographic market. The actual base pay is dependent upon many factors, such as: level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit www.axon.com/careers/benefits.
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Keywords: Axon, Everett , Director of Professional Services, Enterprise, Executive , Seattle, Washington