Director of Professional Services

Are you driven by innovation and looking to thrive in a fast-paced, growing environment? Join us at Calabrio and be part of our dynamic team! Help us in reshaping the landscape of customer experience – where every interaction becomes an opportunity, and every insight drives meaningful change. 

Introducing Calabrio – The trailblazers in customer experience intelligence! Revolutionizing the way organizations connect with their customers, we empower businesses to elevate every interaction to new heights. Our cutting-edge cloud platform, coupled with AI-driven analytics tools, unlocks the true essence of customer sentiment, turning data into actionable insights with lightning speed. 

The Director of Professional Services is accountable for revenue growth through services expansion and providing a superior customer experience with Calabrio Project Management, Implementation and Training services. This person will execute the business plan for Calabrio Professional Services and directs efforts around scaling Calabrio’s implementation model to service a growing customer base and developing a SaaS implementation team to enable the company’s emerging Cloud business.

What you'll be doing:

• Manage and strategically expand Calabrio’s Professional Services partnerships and direct customer accounts to achieve revenue & margin targets while maintaining customer satisfaction.
• Strong connect with clients to understand their needs and evangelize Calabrio suite of Products.
• Strategize and grow professional services ‘s business by pitching its offerings to existing and prospect clients in your assigned portfolio.
• Identifying new business opportunities and developing strategies to pursue them with portfolio accounts/market segment; work with delivery to build desired service capabilities at scale.
• Manage and develop multiple revenue streams, primary partnerships within Calabrio’s ecosystem, to include revenue from core services, consultative expert services, cloud migration services, and managed services.
• Facilitate short and long term resource capacity planning with a primary focus of minimum attrition, balanced resource utilization and continued revenue growth.
• Position the Professional Services team for scalable growth (organizational design, technologies, processes and workflows) to fully optimize customer and employee success. Promote a culture of strong project management discipline and leadership focused on industry excellence and superior service.  Enhance and continuously improve Calabrio customer service methodology leveraging PMO best practices and change management. 
• Lead an effective pre-sales process that supports rapidly growing sales volume, promotes the value of Calabrio services, develops accurate pricing and statements of work, and provides customers with a high-quality project onboarding experience.
• Onboard and integrate effective implementation partner relationships domestically and around the globe.  Participate in cross-functional collaboration to ensure the functionality most important to customers is integrated into product and service offerings. Function as an escalation point, including conducting on-site customer visits.
• Monitor and report to Leadership on key Professional Services metrics; continuously assess and pull the right levers to improve performance and customer satisfaction scores.
• Oversee efforts related to Professional Services team communication, as well as initial and ongoing training for the team. Manage staff planning, recruitment, performance management, work assignments, training, mentoring, career development, and recognition or disciplinary actions.
• Work directly with customers in onboarding new relationships.

We're looking for:

• A true people leader that motivates and inspires teams, driving to operational excellence. Proven experience in setting goals and leading a team to drive high customer satisfaction and success.
• Strong P&L management experience.
• Ability to set and tightly manage to metrics. Possess a mix of analytical and creative skills to find innovative solutions for customers and the business while providing world-class service.
• Able to effectively collaborate with various business units across the company to ensure successful onboarding of customers and employees.

Requirements

• Bachelor’s Degree or greater in Business, Computer Science or equivalent

• 15+ years of experience in software Professional Services leadership roles

Benefits

You've learned about what you'll be doing, here's what benefits you'll be getting when you join Calabrio: 

• Global team recognized for their passion for innovation. 

• Innovative product culture and project exposure. 

• Training and development from industry-leading experts. 

• Cutting edge benefit programs that include: 401(k) & matching; Medical, Dental, Vision Insurance; Disability & Life Insurance; Flextime Off, Paid Holidays, & Parental Leave; Tuition Reimbursement. 
• We offer market competitive pay and benefits based upon the candidate’s skills, experience, and qualifications. Starting rate of pay for this salaried position is targeted at $130000 annually.

Our Power is Our People, driven by Our Core Values:

                  Relentless Innovation: Kick status in the quo.

                  Customer Obsessed: Put the customer first. Always.

                  Results Matter: Take action that impacts. Every day.

                  Ignited by Our Diversity: Invite inspiration from everyone.

What we value most…workplace diversity and ensuring an environment of mutual respect.  We believe that diversity and inclusion are critical to our success, and we are proud to be an equal opportunity employer. Our commitment is to continue to keep our people healthy, focused, and inspire creativity. Our team members are offered comprehensive benefits for various life circumstances and needs, great opportunities for career development, and a balanced work-life to achieve personal and professional success (all benefits are subject to eligibility requirements).  As an Innovator with Purpose, you’ll feel motivated and truly excited to come to work!

About Calabrio:

Calabrio is the customer experience intelligence company that empowers organizations to enrich human interactions. The scalability of our cloud platform and our AI-driven analytics tools make it easy for contact centers to uncover customer sentiment and share compelling insights with other parts of the organization. Our solutions are built on an intuitive, web-based architecture that positions and accelerates the contact center as an epicenter for customer insight.

Awards & Accolades:

Calabrio has 300 Global Partners, more than 2.25 million agents, and over 7,000 customers worldwide. We’ve been doing this for more than two decades and have been recognized by leading independent third parties such as Gartner, Forrester, and G2 Crowd as a leader and visionary. Thanks to the hard work and dedication of every Calabrio team member, we have been recognized by the Star Tribune Top Workplaces, Great Place to Work UK, named one of BC’s Top Employers, and recognized as a top 50 fast-growth company by Minneapolis/St Paul Business Journal. 

Calabrio celebrates and fosters a culture that thrives on diversity. We are an Equal Opportunity Employer that prohibits discrimination and harassment of any kind. We provide employees with a work environment free of discrimination and harassment. All employment decisions at Calabrio are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, parental status, or any other status protected by the laws or regulations in the locations where we operate. We celebrate the >40 nationalities of team members that contribute to our success.

We recognize diversity comes in many forms, to foster an inclusive hiring experience any applicants who qualify under the Americans with Disabilities Act, as amended, or applicable state law, who are unable to comply with Calabrio’s application process due to their disability may be eligible for a reasonable accommodation. Request for accommodation in the application process can be made by emailing talentacquisition@calabrio.com. An applicant requesting an accommodation may be required to provide support for the requested accommodation. Calabrio will only share information concerning an applicant’s requested accommodation with those individuals who have a specific need to know such information.