Highspot is pioneering the category that is fundamentally changing the way companies increase sales productivity. On a mission to transform the way millions of people work with sales enablement, Highspot is committed to building breakthrough software with a spark of magic. We believe a great place to work is about more than the work – it’s about what the company stands for, and how it authentically represents its values in the real world. To this end, we have put intentional focus on creating equitable workspaces for each of our employees. Our goal is to create a culture where everyone feels a deep sense of belonging and is empowered to be an agent of change, with the ability to transform themselves, their workplace, and their world.
About the Role
In this role, as Services Manager, you will lead Highspot’s Services Team. This is a high-impact and high-visibility position in which you will be responsible for leading a team that works closely with our customers, starting at deployment through to mature adoption of our platform. We don’t have separate deployment and Success teams, instead Services Executives and Account Managers work together throughout the whole customer relationship lifecycle to deliver value and growth. You will work closely with the Directors of Services and Account Management to define and implement the customer strategy as well as supporting and coaching the growing Services team.
What You'll Do
Provide Customer Insight. Develop relationships with our key customers to understand their Highspot experience and synthesize key themes from across the customer base to keep us moving towards the perfect customer experience. Coach the Services team to align product features to customer impact. Guide your team through complex and difficult organizational issues across all customer segments.
Scale Organizations, Processes and Operations. Work with the Services Director to design organizational and process changes as our company grows and evolves and be the primary execution point for making those designs a reality within Services.
Develop a High Performing, High Engagement Team and Culture. Coach and develop your direct reports. Demonstrate very high emotional intelligence. Set and uphold the highest performance standards. Help colleagues “enjoy the ride” - one of our core guiding principles.
Partner effectively across functions. Act as an ally and partner to colleagues in sister functions - Product, Account Management, Marketing and others - making decisions that take broader perspective into account and providing insight into others’ decisions. Demonstrate a balanced, reasoned approach to conflict or differing priorities.
Cultivate deep product knowledge. To date this has been one of the hallmarks of the Services team. Gain deep knowledge, understanding, and experience with the Highspot product and how it is integrated with other systems in a customer environment. Provide training/guidance/best practices to customers and team.
5-8+ years of professional services delivery experience with enterprise and strategic customers 2-5+ years of leading high performing teams
3+ years working with SaaS products and technologies
Demonstrated ability to work cross functionally
Familiarity with SaaS businesses, metrics, goals, challenges
Proven strong executive leadership and decision making abilities
Strong 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 hiring, developing and managing world-class talent
Extensive experience driving software solutions involving many stakeholders and delivering results on time with high quality.
Ability to communicate directly to the product and technical teams: share insights into root causes of customer discontent, advocate for features/functionality to eliminate churn, drive customer satisfaction
Experience working with and deploying CMS/DMS technologies. Working Knowledge of CRM (Salesforce.com, Dynamics 365) architecture and administration
Entrepreneurial spirit and mindset, a focus on possibilities and not obstacle
Proven ability to navigate ambiguity and change
Proven track record of defining and optimizing processes
Equal Opportunity Statement
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of age, ancestry, citizenship, color, ethnicity, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or invisible disability status, political affiliation, veteran status, race, religion, or sexual orientation.
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