Director, Professional Services

Stellenbeschreibung:

Overview

As Sr Director Services – Central Europe, you will define and execute the strategy to deliver world-class services across the DACH-East region, aligning with Product, Engineering, and Customer Success. You’ll scale processes, drive operational excellence, and lead a high-performing team to improve customer outcomes. You will advocate for customers within the organization and push for product improvements based on feedback. This role offers impact in a fast-growing SaaS company with cross-functional collaboration and AI-driven support enhancements.

Leistungen / Benefits

voluntary healthcare coverage
paid time off
mentoring program
comprehensive benefits package

Verantwortungsbereiche

Develop and implement a regional services strategy aligned with company goals
Establish scalable processes, systems, and tools for consistent service delivery
Oversee day-to-day operations and ensure timely issue resolution
Define and monitor KPIs for customer satisfaction and efficiency
Identify and deploy automation and AI solutions to boost productivity
Build and mentor a high-performing, accountable team
Advocate for customer needs and feed insights into product development
Drive continuous improvement and establish clear escalation procedures
Collaborate with Sales, Customer Success, and Implementation for smooth handoffs
Champion exceptional customer experiences and measure feedback for improvements

Zentrale Anforderungen

10+ years of experience leading global support or service organizations in SaaS/tech
Strong leadership and people management skills with track record of scaling teams
Strategic thinking and problem-solving abilities
Deep understanding of customer support technologies (ticketing, knowledge bases, AI-driven solutions)
Ability to work cross-functionally and influence without formal authority
Excellent communication and stakeholder management, including executive-level engagement
Bachelor’s degree; advanced degree preferred