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Head of Professional Services - North America

Company: Infobip
Location: Jersey City
Posted on: January 8, 2022

Job Description:

Company Description

At Infobip we dream big. Last year, over half of the world's population interacted with businesses through the Infobip platform. It didn't happen by chance: through 60+ offices on 6 continents, we are truly committed to helping our 200 000 enterprise clients reach and engage mobile users. Join us in driving the continuous success of Infobip by supporting our clients in times of need.

Why is this role important at Infobip?

Head of Professional Services is responsible to lead North America PS teams with the focus on attaining quarterly PS revenue targets, as well as positioning and expanding services engagements. This role is the point of contact to Sales and other stakeholders regarding opportunities with top regional clients. The Head of Professional Services - NA is expected ensure high customer satisfaction throughout implementation projects by delivering high-quality solutions and manage team resources. This role serves as an escalation point for services engagements. In terms of people management, The Head of Professional Services - NA is expected to build and grow team members using available HR practices and ensure high level of engagement and retention within the team.

Job Description

Achieve and Exceed PS Revenue and Profitability

  • Ensure all regional teams billable utilization targets are met
  • Oversee project staffing and resource allocations on regional level
  • Attain quarterly PS revenue targets on regional level
  • Support the sales cycle through scoping and approval of PS engagements, executive-level prospect meetings and solution reviews

    Increase the Value of Infobip Product Portfolio for Customers

    • Expand the sales of professional services in existing customer base influencing at all levels of the client organization up to the C level
    • Nurture relationships with key stakeholders from customer and partner side (executive level)
    • Cooperate with Revenue, Customer Success and Customer Support organizational units to promote user adoption and effective use of Infobip solutions, and support renewal efforts

      Ensure High Customer Satisfaction and Advocacy

      • Accountable for the highest quality standards in project delivery on regional level
      • Serve as Steering Committee member on regional strategic projects
      • Collaborate with regional leadership of all Infobip functions to ensure world-class customer experience and improve processes

        Lead and manage high-performing PS team

        • Ensure regional resources to achieve business objectives
        • Ensure high productivity, engagement, and retention within the regional teams
        • Ensure growth and development opportunities for all team members
        • Responsibility for planning, budget, and profitability of regional PS teams


          • Bachelor's or Master's degree in Computer Science, Technology, or related technical field or equivalent practical experience; MBA or other advanced degree is a plus
          • 7+ years of experience in professional services, solution engineering, systems applications consulting, project management or presales with a proven leadership track record in building large scale services teams
          • Experience in the Enterprise SaaS environment is a must, experience with CPaaS is a plus.
          • A proven focus on results and execution, with motivation to manage multiple projects simultaneously and drive projects and your team members to results
          • Ability to work effectively with a cross-functional and geographically dispersed team and customer base
          • A data driven approach, clear on KPI's, and strong understanding of customer journey
          • Leading by example: You strive your team to be focused, result-oriented, forward thinking and always testing new opportunities.
          • Build on a culture: of ownership, passion and successfully crossing the finish line as a team
          • The ability to attract and develop talent, create a culture of collaboration and teamwork that fosters open communication and organizational flexibility
          • Outstanding communication and negotiation skills towards your clients, partners, and colleagues

            Additional Information

            Why our employees choose us (and stay)?

            • Learn as you Grow - Starting from a virtual onboarding program, to internal education, education resources, e-learning to external educations, we invest heavily in employee learning and development.
            • Opportunity Knocks. Often - Being a part of a growing company in a growing industry - we challenge you not to grow! Whether it's horizontal, vertical, or angular, we want to support the path that you want to carve.
            • Never a Dull Moment - We work with powerful companies with great impact, which pushes us to work on the highest possible level. Work on uncharted challenges and push boundaries on a daily basis.
            • Great Environment - Wonderful team spirit, creativity and persistence are the drivers of our company.
            • Pay & Perks - Competitive salary, health benefits, travel allowances, a team taking care of all the equipment you need, remote team buildings and other organized activities, Talk about a balanced lifestyle!

              All your information will be kept confidential according to EEO guidelines.

              Infobip is an equal opportunity employer.

Keywords: Infobip, Jersey City , Head of Professional Services - North America, Other , Jersey City, New Jersey

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