Head of Customer Experience / Services (Remote)

EDB provides a data and AI platform that enables organizations to harness the full power of Postgres for transactional, analytical, and AI workloads across any cloud, anywhere. EDB empowers enterprises to control risk, manage costs and scale efficiently for a data and AI led world. Serving more than 1,500 customers globally and as the leading contributor to the vibrant and fast-growing PostgreSQL community, EDB supports major government organizations, financial services, media and information technology companies. EDB's data-driven solutions enable customers to modernize legacy systems and break data silos while leveraging enterprise-grade open source technologies. EDB delivers the confidence of up to 99.999% high availability with mission critical capabilities built in such as security, compliance controls, and observability. EDB is hiring a Director, Professional Services to manage and grow its Professional Services business in the Americas and US Public Sector. The Director will be responsible for all aspects of the services business, with a focus on helping the EDB Sales team grow our software subscription revenue by delivering services-related revenue that enhance customer adoption and drive customer satisfaction. This individual will manage a growing team of Consultants, Solution Architects, and Project Managers. He/she will also be responsible for working with services partners to create a flexible and cost effective delivery network.

The Professional Services Director contributes to and executes the EDB Customer Experience (CX) strategic vision ensuring successful implementation, adoption, and expansion of Customers by partnering closely with EDB Sales, and driving the solutioning of CX services during the presales phase, ensuring proactive resource management that aligns with forecast and anticipated business growth, alignment with Customer goals and expectations to ensure excellence in Customer delivery, and managing operational success metrics for EDB's Professional Services team. Reporting to the Global Vice President of Professional Services within the Customer Experience Team, the leader is responsible for developing strategies and approaches to position professional services capabilities with the EDB Sales teams and to deliver best-in-class services to help customers accelerate their Postgres and Data and AI journey. The Professional Services Director works to build and scale a services business, in a bold, fast-moving, transparent and values-led organization to ensure successful delivery of services that meet or exceed Customer expectations, contribute to Customer satisfaction and retention, and drive business growth. Lead and drive the proactive positioning of CX services offerings and solutions in partnership with EDB Sales during sales cycles, ensuring that the CX solution aligns with Customer needs and expectations.

Through the delivery of CX services, support our customers in achieving their desired outcomes with EDB products and services leading to positive growth in GRR and NRR.

As needed, collaborate and leverage EDB PS to scope the technical specifications of a solution delivery, develop professional services proposals, price professional services solutions, and write polished and professional Proposals with supporting Statements of Works.

Partner with EDB Sales to manage the commercial contracting of EDB CX services with our Customers, acting with speed, urgency, and agility to ensure that the process is quick and efficient - with both packaged and bespoke services projects..

Attend and contribute to Sales business reviews, cadence meetings, and other meetings as needed.

Attend and participate in Customer calls, meetings, and site visits to propose, support, and drive services positioning with the EDB sales team.

Lead CX business initiatives and partner with EDB Sales to improve service attach achieving PS services attach and revenue targets on a quarterly basis.

Nurture and support our partner strategy and ecosystem in partnership with our Ecosystem team and broader PS Global team to maintain a regional network of partners that are certified by EDB, deliver with consistent quality, and maintain profit margins.

Drive the success of the regional EDB partner strategy by cultivating and maintaining partner relationships, leveraging partner skills and capabilities strategically with EDB customers, and driving market reach with Partner delivery teams.

Negotiate commercial terms with Customers and Partners for PS to create, review, and approve formal statements of work, change requests, and proposals that align with EDB business and legal guidelines and best practices.

Own the operational and success metrics, such as time-to-value, customer satisfaction, and on-time completion of projects, and Customer Success stories reporting progress to the VP of Professional Service.

Be accountable for managing professional services financial goals and metrics, including bookings attainment, revenue attainment, services attach goals, gross margin and utilization targets reporting progress to the VP of Professional Services with support and partnership of PS Ops.

Ensure the Professional Services deliveries exceed Customer expectations by completing projects successfully, while meeting revenue targets and delivering business outcomes with a high level of customer satisfaction.

Establish alignment and working model across the EDB Innovation Team, Regional PS Delivery Teams and other Cx teams to ensure efficiencies and scalability of EDB methods, approaches, implementation services, and resources, while reporting and managing operational success metrics.

Partner with EDB Customer Success, to ensure that PS delivers success and value driven outcomes.

Provide leadership and guidance to coach, motivate and lead services team members to their optimum performance levels and career development.

Monitor performance of team members and provide timely feedback and development assistance.

Provide services executive sponsorship for strategic customers and deliveries.

15+ years demonstrated experience directly managing, leading and building a Professional Services business preferably in support of an enterprise technology, data or AI platform.

• 10+ years demonstrated experience of successfully building, growing, and scaling services teams and book of businesses, successfully delivering to booking, revenue, and margin targets.
• 10+ years of contract development and successful negotiation of professional services commercials within a contracting cycle.
• Exceptional stakeholder management skills, with a customer-first approach.
• Proven experience building and leading a team of 10+ people in a fast-paced, growing company.
• Demonstrated experience with a subscription-based business model, delivering on-premises and SaaS solutions.
• Demonstrated success of building and executing initiatives to improve quality, reliability, efficiency, and repeatability of services offerings and deliveries.
• Experience managing technical, cross-functional professional services teams (e.g., consulting, implementation, trainers, project managers, product development, sales engineering, support, customer success) and delivery partners.
• Serves as an expert in Professional Services internally and externally with customers and partners.
• Ability to travel up to 30%

Experience with a database technology, data or AI platform.

Experience working across a Customer with various stakeholders in IT and Applications including Database, Data, Security & Compliance, DevOps, and AI.

Advanced project management capabilities.

Prior experience working with customers in the Public Sector (United States Federal).

EDB is committed to supporting our employees' overall well being by offering a range of benefits and resources to promote a healthy work-life balance and wellness. Check out our career site for more information on perks and benefits and reach out to our Talent Acquisition team for region specific benefits.

We know it takes a unique mix of people and skills to help us in our mission to supercharge Postgres, and we understand that not everyone will check every box. We celebrate diversity and are committed to creating an inclusive environment for all employees. EDB does not seek or accept unsolicited resumes or CVs from recruitment agencies. EDB and its affiliates are not responsible for, and will not pay, any fees, commissions, or any other similar payment related to unsolicited resumes or CVs except as required in a written signed agreement between EDB and the recruitment agency or party requesting payment of a fee.

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