Who We Are:

Sendoso is where you go to build something bigger than yourself. We’re a San Francisco-based Series B company with $54M in venture capital, more than 700+ customers and 15,000 active users, and multiple revenue streams. Our company is on an unprecedented growth trajectory and we’re looking for people who want to do great things. 

One of LinkedIn’s Top Startups for 2020, ranked #1 on software review sites like G2, Sendoso helps companies stand out by giving them meaningful, new ways to engage with their buyers and customers. Our award-winning Sending Platform connects online and offline experiences via cloud software, automation, and real-world logistics—a feat that few companies have achieved.

And we believe that relationships matter, so we’re on a mission to create more human connections in a digital world. If you’re ready to seize tremendous opportunity, take ownership, and do meaningful work that moves the needle, you’re in the right place. 

About Your Role:

We’re looking for a Director of Professional Services to join our post-sales Customer Success Organization. 

Sendoso’s Director of Professional Services is responsible for building and operationalizing the service delivery for our growing Professional Services team. Reporting to the VP of Success, you will develop strategies and operations to deliver best-in-class onboarding and product consulting services for our customers. As the leader of a growing team, you will define new processes, hire team specialists and consultants, and work very collaboratively with others to drive continuous improvement in our professional services model. It is essential that you have a strong affinity for client service and consulting. You will oversee the expansion of this organization, and its capabilities and offerings.

In this role, you will work closely with our Sales and Customer Success teams to build customer confidence in the Professional Services value proposition. You will also develop a repeatable and scalable approach to implementing services that drive adoption, renewal, and expansion. This is a leadership role and requires a combination of technical and customer-facing skills and the ability to coach and mentor Professional Services professionals.

Responsibilities:

• You will attract and retain top professional services talent -- both ICs and managers - and motivate, inspire and mentor team members to excel
• You will help craft the Professional Services strategy for Sendoso, including decisions on if and how to monetize our services
• You will launch new services, including change management services You will clearly define implementation models and SOWs that meet the needs of our various customer segments
• You will develop an implementation model that drives towards sustained product adoption
• You will partner closely with Customer Success Managers to deliver a unified and highly professional experience to our customers
• You will partner closely with sales and solution consulting teams to ensure customers pre-sale expectations are exceeded in the post-sale experience
• You will partner closely with CX Ops to define and measure project success

Experience:

• You have 5+ years of experience working as a Professional Services leader - building new teams, managing delivery partners, and launching new service products
• You have 7+ years of Consulting experience as Project Manager and/or Implementation Consultant
• You've managed cross-functional professional services teams (e.g., strategic consulting, technical implementation, trainers)
• You’ve built professional services teams that effectively drive customer satisfaction, product adoption, and value realization
• You’ve built clear and measurable KPI guidelines for your professional services team members
• You’ve designed and redesigned the implementation journey, always seeking to improve the experience for your customers
• You’ve worked closely with customers who have had bad experiences with your product or your team members, always seeking to learn and improve and share those learnings internally
• You have experience building for scale -- developing content and leveraging technology that enables customers to be self-sufficient in the implementation process
• You are comfortable with project management technologyYou have experience working with services partners and/or outsourcing and are familiar with techniques for training and certifying partners
• You have experience with, and custom development around, API-based integrations
• You thrive in a fast-paced SaaS startup environment

What You'll Love:

• Comprehensive Medical Plans plans - we've got you covered
• Take-What-You-Need Time Off
• Vacation Bonuses 2X/Year
• 401K Plan
• FSA Plan 
• Volunteer Time Off 
• Birthday Time Off
• Catered Lunch & Breakfasts 
• Team Outings
• Dog-Friendly Offices
• Collaborative Office Space
• ClassPass Membership Program 
• Fully-Stocked Kitchen 

Sendoso is an Equal Opportunity Employer: we value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.