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Director: Services Operations

Ref: : 23482459 (Lilium Direct Ltd)
Location: :

Bristol / Remote - South West

Rate: 85K to 98K (Permanent) + Benefits
Industries: IT, Telecomms
Functional Areas: Consulting, IT

We have an excellent new opportunity for a Director: Services Operations to join our established and fast-growing business.

Title: Director: Services Operations

Location: Bristol / Remote

Salary: GBP 85,000 - GBP 98,000 /year

Bens: Life / Pension / Medical Health

About Us

At Upland Software, you`ll find smart, creative teams who love working together to deliver value for our customers, and a global culture of growth and possibility. Our operating model has always supported remote work-and as we keep growing and evolving our workplace, that won`t change. We`re passionate. We`re proactive. We take pride in our work, and we love a good challenge. Sound like you?

Opportunity Summary:

We are looking for a self-motivated and highly organized professional services leader with a proven track record in driving high-performing professional services teams. The Director, Services Operations will be responsible for the strategic alignment, communication, implementation, and enhancements of our innovative solutions and will lead a profitable and efficient services team within the Customer Experience Management (CXM) business unit across EMEA and US regions. You will work to efficiently enable, support, and apply our product solutions for a wide range of customers across the entire CXM product spectrum, ranging from data connectivity (CDP) to channel orchestration, and implementation of various messaging channels (email, SMS, mobile, push).

Successful candidates will be strong proven leaders with experience solving complex business challenges while enabling teams to deliver value to customers both in project delivery and in presales cycles. The role will appeal to someone with a resilient leadership background, willingness to improve process and operational efficiencies, and strong interpersonal skills to gain cross-functional adoption and successfully execute change management. You will be responsible for the growth and delivery of professional services to customers in a timely, effective, and profitable manner. You must be an analytically minded leader, obsessed with customer success, focused on driving efficient and effective services and advise and mentor on best practices to drive customer success at every turn.

Primary Responsibilities:

* Provide strategic direction and guidance to help achieve revenue growth and improve profit targets through the delivery of high-value service to ensure long-term customer success
* Identify and solve business process improvements and behavior changes needed for service delivery (implementations, change requests, migration initiatives, etc.)
* Drives improvement of operational efficiencies, capacity planning, and change management to ensure agility and profitability based on business needs
* Work closely with cross-functional teams across Customer Success, Support, RandD, Sales, Presales, Product Marketing, and more
* Monitor and measure business-line performance and provide timely and


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