Director of Professional Services

at  Clue Software

OUR BENEFITS

• Share Options (EMI) scheme
• 25 days annual leave, plus flexible bank holidays and the opportunity to buy additional days
• Enhanced workplace Pension scheme - opt in salary sacrifice scheme
• Life Insurance (3x annual salary)
• Employee Assistance Programme (EAP) and workplace wellbeing initiatives
• Private Healthcare cash-back scheme
• Flexible working hours and location, open to part-time/ condensed hours
• Flexible benefits, such as: Cycle to Work, volunteer days/ opportunities and charity events
• Enhanced parental leave packages and enhanced sick pay
• Training and development opportunities
• Engagement and celebration activities– anniversaries, birthdays, team building, company-wide events

ABOUT YOU/ JOB SUMMARY

As the Director of Professional Services, you will play a pivotal role in ensuring our customers are set up to maximise the value of Clue with a focus on time-to-value. As a commercially astute leader, you will be responsible for driving your team to meet and exceed targets, ensuring optimal utilisation, and identifying opportunities to grow Professional Services revenue.
In this role, you will define and execute strategies that enhance customer engagement, optimise service delivery processes, and foster a culture of excellence within your team. Your leadership will be crucial in driving business growth and ensuring our customers achieve their desired outcomes.
You will be a hands-on leader passionate about shaping a world-class customer journey. By leveraging data-driven insights, customer feedback, and refined processes, you will continuously improve service delivery to drive customer satisfaction. Collaborating closely with cross-functional teams, you will align service delivery with organisational goals and champion innovative approaches to professional services.

KEY ACCOUNTABILITIES

• Manage and Lead: Oversee the Professional Services team, ensuring they are set up for success through effective leadership, mentoring, and resource allocation.
• Oversee Implementations: Ensure all implementations are completed on time, within budget, and to customer satisfaction, while maintaining a strong focus on resource utilisation. Create reports and dashboards for senior leadership to enable close tracking of all chargeable and non-chargeable customer work.
• Drive Revenue Generation: Increase revenue from new and existing customers through services projects and close working with cross-functional team initiatives e.g. Clue Connect.
• Sponsor Key Projects: Coach the team on commercial awareness throughout the project lifecycle to maximize Time-To-Value and identify growth opportunities.
• Productize Services: Collaborate with the product team to develop and consistently implement value-add services and products, enhancing revenue opportunities.
• Support Sales: Actively participate in pre-sales activities and service proposals, owning the services pricing model and statement of work process to support the conclusion of sales deals.
• Improve Implementation Methodology: Continuously enhance the Clue implementation methodology and toolkit to enable the team to scale effectively, servicing larger and more complex enterprise customers.
• Build Customer Relationships: Lead in building and maintaining sophisticated and trusted customer relationships as part of our customer account management approach.
• Customer Onboarding Journey: Ensure the Customer Journey is clearly mapped and defined at all stages, with processes, activities, and metrics aligned to meet Clue’s business goals and values.
• Customer Feedback: Ask, listen and respond to customer feedback to ensure we are continuously improving our onboarding and professional services support.
• Collaborate with Stakeholders: Work closely with relevant stakeholders to align business goals and strategy with a customer-centric approach.
• Manage Escalations: Handle customer escalations, risks, and issues effectively.
• Represent Services Leadership: Attend events and customer community activities to represent services leadership and provide product knowledge.

EXPERIENCE AND SKILLS

Our ideal candidate would have experience in the following areas:

• Demonstrable experience in managing high-performing and cohesive Professional Services teams within a fast-paced, scaling, SaaS environment.
• Evidence of driving and delivering commercial results aligned to strategic goals.
• Track record of working with enterprise customers, in addition to a broad spectrum of customers and markets.
• Problem solver with willingness to take ownership of complex issues.
• Expertise in a technology-led B2B product or service.
• An extremely organised, disciplined, hands-on and process-oriented leader who is not afraid of getting involved in the detail when necessary.
• Exceptional communication skills that promote collaboration, with the ability to influence stakeholders internally and externally.
• Industry experience and knowledge of investigation workflows, desirable.

ROLE SPECIFICS

• Salary range: up to £100k
• Reporting to: Chief Operations Officer
• Key stakeholders: Sales, Solutions Consultancy, Support, Product, Development and Executive team
• Organisational Framework Level: 5

KEY ROLE MEASURES

• Project Delivery: Percentage of projects delivered on time and within budget.
• Utilization and Project Profitability: Measure of resource utilisation and profitability of projects.
• Customer Health Score in collaboration with CS, Support and Solutions Consulting teams: Composite score reflecting customer satisfaction, engagement, and likelihood to renew.