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Services Leader

Location: United States (remote)

About the role

Reporting directly to the CEO, the Services Leader will drive the growth and profitability of ETU’s professional services organization. Operating on a global basis, you will be responsible for all program development and delivery, customer support, onboarding and training and business impact and ROI development throughout the world, positively impacting the lives of millions of employees globally. You must build a capable services organization to proactively manage customer relationships, identifying business issues and how ETU’s solution can solve them.

ETU’s enterprise subscription-based revenue model generates significant revenue growth opportunity for high-value implementation and advisory services. A key driver of this revenue growth is our ability to provide exceptional value to our customers, demonstrate measurable impact/ROI and deliver a “trusted-partner” experience. This is why ETU requires a single leader to drive our professional services organization to fully unlock the lifetime value of customers. Somebody who will work closely with the CEO and the leadership team to support ETU’s vision while developing and implementing a sophisticated program management methodology to increase our expansion footprint within accounts while ensuring our customers success.

You will be a key member of the senior management team, assisting us in the transition from a primarily product development focus to both a development and delivery organization, providing execution-oriented integration expertise to both partners and customers. The successful candidate will blend the appropriate amount of business acumen in IT leadership, communicating effectively throughout customer organizations as well as internally to the senior management team on customer issues and/or sales opportunities.

You will build and lead a rapidly growing services organization and support business development, marketing, sales and product strategies, develop and implement services systems, processes and methodologies. Additionally, you must build a world class team and be prepared to quickly grow the professional services organization through the recruitment and retention of outstanding talent. Overall, you will play an integral part of shaping the direction and success of ETU and the success of our customer’s programs.

Key Performance Indicators


Organizational

  • Achievement of revenue targets for projects, training and support
  • Accuracy of resource planning/forecasting including recruitment objectives/targets
  • Personnel satisfaction survey results


Customer

  • Customer NPS and satisfaction

 

Responsibilities

 

Head of function:

  • Leading and scaling ETU’s high-value professional services business. Building out and lead the professional services (i.e. customer success) teams, processes, capabilities, etc. to enable scale and profitability across the customer lifecycle (onboarding, simulation development, rollout, expansion, adoption and advocacy).
  • Providing support in pre-Sales activities including presentations, proofs-of-concept and bid responses
  • The assessment of RFPs/RFIs in terms of fit in conjunction with sales and the preparation/support of bid responses to RFPs/RFIs including resource allocations for document preparation and presentations.
  • The successful (milestones and revenues) delivery of talent development projects in all markets
  • Management and efficient utilization of the personnel in the Professional Services organization. This responsibility includes motivating individuals regarding their career development and training to enhance their skills in order to ensure that they achieve their full potential. In addition, responsible for the development of personal plans including growth path and feedback loops including, but not exclusively periodic  reviews, as well as maintaining and fostering a team spirit and, in general, a spirit of cooperation - in short to ensure that ETU is a “great place to work”.
  • Responsibility for recruitment of personnel for Professional Services including hiring, retaining and evaluating.
  • Direct ownership of professional services P&L including reporting to the CEO on the Projects, Support and Training from a milestone and P&L perspective on a regular basis.


Strategy planning and execution

  • Preparation of comprehensive business plans including revenue targets, budgets and resource planning for the Professional Services organization
  • Delivering on the business plan (meeting revenue, quality and resource targets) within budget
  • Supporting sales and marketing with the development of account plans for all key customers
  • Supporting the orchestration and management of key accounts and “must win” deals


Board, Advisory and SMT

  • Prepare and present periodic performance reports to Board on Professional Services
  • Partner with advisory team, providing significant thought into the overall strategic approach and development of ETU on a global basis
  • Create a comprehensive reporting capability to inform business decisions

Requirements:

  • 7+ years professional services leadership in the Talent/People advisory market
  • Experience delivering services to very large organizations across the talent development life cycle: onboarding, compliance/ethics, D&I, sales, leadership, customer services, etc
  • 3+ years experience in Digital Transformation, Change Analytics, Change Tracking, Change Management, Design Thinking, Change Capability, Agile Change
  • Strong track record of building, growing, and managing channel and alliance partnerships with top-tier integrators and building client relationships in Fortune 500 organizations
  • P&L experience related to managing large projects and/or consulting organizations
  • Outstanding organization and leadership skills, and the ability to create and implement a strong project methodology to ensure effective service delivery, project management and success are required as this individual will be tasked with building an organization of high-potential services executives
  • Proven experience of effective teamwork and collaboration in a high-paced environment
  • Demonstrable passion to continuously learn and improve
  • Self-starter with proven ability to overachieve goals
  • University degree in a relevant field, or relevant experience in a similar role

Interested in this open position?

Apply now

It's been a great experience working with ETU and I'm so excited for the future of our company. Partnering with our clients is rewarding, and the entire team is focused on helping our clients realize true value. Working with the ETU team is such a great mix of creativity, innovation and collaboration, it's a joy to work here and I'm excited for what each day brings.
Anne_clinton

Anne Clinton

Senior Client Advisor, 2 years with ETU

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