Director, North America Professional Services

About Bazaarvoice
At Bazaarvoice, we create smart shopping experiences. Through our expansive global network, product-passionate community & enterprise technology, we connect thousands of brands and retailers with billions of consumers. Our solutions enable brands to connect with consumers and collect valuable user-generated content, at an unprecedented scale. This content achieves global reach by leveraging our extensive and ever-expanding retail, social & search syndication network. And we make it easy for brands & retailers to gain valuable business insights from real-time consumer feedback with intuitive tools and dashboards. The result is smarter shopping: loyal customers, increased sales, and improved products.
The problem we are trying to solve : Brands and retailers struggle to make real connections with consumers. It's a challenge to deliver trustworthy and inspiring content in the moments that matter most during the discovery and purchase cycle. The result? Time and money spent on content that doesn't attract new consumers, convert them, or earn their long-term loyalty.
Our brand promise : closing the gap between brands and consumers.
Founded in 2005, Bazaarvoice is headquartered in Austin, Texas with offices in North America, Europe, Asia and Australia.
It’s official: Bazaarvoice is a Great Place to Work in the US , Australia , India , Lithuania, and the UK !
As the Director of Professional Services for North America, you are part of the Global Services organization reporting directly to the Vice President of Global Professional Services. You will be leading Professional Services teams responsible for delivering services engagements for new and existing business. As the North American Director, you will be responsible for delivering team-level services bookings. You will collaborate directly with Sales, Solutions Architect, Product and Client Success to deliver quality implementations that drive lasting business value for Bazaarvoice clients. Additionally, you will be expected to attract, retain, develop and mentor a multi-disciplinary, distributed, world-class Professional Services team led by strong local managers.
Responsibilities

• Maintaining consumer satisfaction by maintaining the quality of services offered, ensuring the delivery of work in the assigned time,with expected quality of service and serve as the Senior point of contact for client escalations unable to be addressed by the regional leader
• Review and approve services pricing, discount and proposal requests
• Collaborate with other Regional Delivery Leaders to align around Global Process Consistency and delivering a consistent Best-in-Class Delivery experience
• Maintain up-to-date knowledge of current product offerings
• Developing business strategy with respect to proceeding of business engagements, plan execution, and personnel management for optimum target utilization
• Coach and mentor manager and individual contributors; providing constructive professional, development feedback
• Manage and report on staffing, utilization, project health, and financial performance for Executive Services Leadership
• Oversee and execute process improvements and the development of policies, procedures, methods, and tools in support of delivery
• Partner with various teams around the organization, including Sales, Solution Architect and Sales Ops, to ensure resources are aligned with short- and long-term demand
• Ensure that projects and deliverables are completed on-time and within budget, and at a high level of customer satisfaction
• Estimate and accurately forecast monthly sales

Requirements

• Experience with software implementation or consultative roles (or equivalent experience)
• Experience collaborating with international teams and remote team members
• A passion for customers and a dedication to providing a best-in-class service experience
• Strong coaching and mentoring experience; able to confidently provide constructive professional development feedback
• Background and expertise in building out new service capabilities to accommodate growth, scale and global reach.
• Bachelor’s degree in a related field
• Superior communicator and strong relationship builder
• 7+ years of management experience in Professional or Technical Services, preferably within a SaaS model

Nice To Have

• Project Management Certification (i.e. PMP, CAPM, Certified Scrum Master)

$150,000 - $170,000 a year
Transparency & Integrity Builds Trust
At Bazaarvoice, we carefully consider multiple factors when determining compensation, including your background and experience. We also take geography into consideration when we can but are not able to accommodate every location when determining our ranges. These considerations mean that compensation can vary. That said, we expect the base salary for this position to be in the range to be as listed above and will depend on your skills, qualifications, and experience. This role will also be eligible for additional compensation incentives including an annual bonus and other great benefits. Your recruiter can share more about the salary ranges and total compensation package during the hiring process. If this compensation is somewhere in your ballpark, we encourage you to apply!
Why join Bazaarvoice?
Customer is key
We see our own success through our customers’ outcomes.
We approach every situation with a customer first mindset.
Transparency & Integrity Builds Trust
We believe in the power of authentic feedback because it’s in our DNA.
We do the right thing when faced with hard choices. Transparency and trust accelerate our collective performance.
Passionate Pursuit of Performance
Our energy is contagious, because we hire for passion, drive & curiosity.
We love what we do, and because we’re laser focused on our mission.
Innovation over Imitation
We seek to innovate as we are not content with the status quo.
We embrace agility and experimentation as an advantage.
Stronger Together
We bring our whole selves to the mission and find value in diverse perspectives.
We champion what’s best for Bazaarvoice before individuals or teams.
As a stronger company we build a stronger community.
Commitment to diversity and inclusion
Bazaarvoice provides equal employment opportunities (EEO) to all team members and applicants according to their experience, talent, and qualifications for the job without regard to race, color, national origin, religion, age, disability, sex (including pregnancy, gender stereotyping, and marital status), sexual orientation, gender identity, genetic information, military/veteran status, or any other category protected by federal, state, or local law in every location in which the company has facilities. Bazaarvoice believes that diversity and an inclusive company culture are key drivers of creativity, innovation and performance. Furthermore, a diverse workforce and the maintenance of an atmosphere that welcomes versatile perspectives will enhance our ability to fulfill our vision of creating the world’s smartest network of consumers, brands, and retailers.