Job Summary
- Company
- Fishbowl
- Location
- Alexandria, VA 22314
- Industries
- Advertising and PR Services
- Computer Software
- Computer/IT Services
- Job Type
- Full Time
- Employee
- Years of Experience
- 10+ to 15 Years
- Education Level
- Bachelor's Degree
- Career Level
- Manager (Manager/Supervisor of Staff)
- Salary
- USD 100,000.00 /year
Bonus and Stock Options - Job Reference Code
- DPS
Director of Professional Services
About the Job
Come Join a Winning Team!
Fishbowl, Inc. is a leading provider of on-demand software and services for the Restaurant industry. Fishbowl's easy-to-use solutions help local and national organizations of all sizes manage and automate critical guest marketing services including online email and promotions marketing, online ordering and online reservations. Fishbowl works with over 1,500 clients, 30,000 restaurant locations, and maintains a consumer database with over 42 million members. Fishbowl is based in Alexandria, Virginia with offices in North America and Europe.
We are looking for a talented Director of Professional Services. This key leadership position heads up the professional services teams for Fishbowl’s Enterprise customer base. You will lead our SaaS company’s “agency-like” services team for email marketing including account service, traffic, creative and production teams. The key performance indicators for this position include the ability to achieve budgeted revenue and profit goals, client satisfaction/retention and employee satisfaction/retention. We specialize in the restaurant industry vertical and are growing through new sales, additional products targeted to our industry and organic growth from existing customers.
IN THIS EXCITING ROLE, YOUR MAJOR RESPONSIBILITIES WOULD BE:
- Manage and grow the skill set of the existing teams, establishing performance metrics for each role and the tools to measure effectiveness.
- Establish a formalized training program (initial and ongoing) and performance management by department. Recommend compensation and incentive programs.
- Develop and manage schedules to achieve budgeted utilization. Responsibility for forecasting, hiring and training of staff. Ensure resource availability for all departments including peak periods.
- Support marketing efforts to clients and prospects with best practices, case study and content derived from services group.
- Manage client level and overall profitability on service offerings including end to end product mgmt of services.
- Support product and development teams in providing client feedback and input on software offerings.
- Ensure systems and processes are documented and optimized through product improvements and operational efficiencies. Operationalize new releases for services team in an agile development model with quarterly releases.
- Collaborate with other customer facing teams at Fishbowl including sales team, account mgmt team, client support and implementation team to provide a holistic customer experience that grows revenue and delivers exceptional customer satisfaction.
- Development of services offerings based upon client demand and services that improve the effectiveness of our software offerings and the retention of our enterprise clients. Service offerings must meet minimum gross margin requirements.
- Develop client satisfaction measurement tools for each product offering. Deliver excellent (4 out of 5) aggregated results.
- Direct the development and utilization of internal applications and tools to support services team. Current tools include Workamajig, Salesforce CRM and other Fishbowl developed tools.
THE RIGHT FIT EXISTS FOR SOMEONE WHO HAS:
- BA/BS Degree
- 10+ years of progressive experience with 3+ in a similar manager or director role managing a team of 20+.
- Proven track record of results in a fast paced, high growth company. SaaS experience highly preferred.
- Excellent interpersonal skills required. Genuine and authentic leader that builds relationships internally and externally to get results.
- A Team Player on the leadership team and the ability to lead and grow your own team.
- A strategic thinker that can bring solutions from concept through execution with experience in implementing systems and processes for a services company.
- Excellent written and oral skills with the ability to communicate effectively to a variety of levels inside and outside our organization.
- Microsoft Office Skills Required including the ability to build models and analyze data
- Travel Required <25%
WE WILL OFFER YOU:
- Competitive Salary
- Bonus Potential
- Stock Options
- Excellent Medical Benetits
- Company Paid- Stort & Long Term Disability
- Company Paid- Life Insurance
- Discounts on Parking and Smart Cards
- Free Access to an In-House Work Out Room
- Work Casual Atmosphere
- Opportunity to Learn, Grow, Inspire a Dynamic Team, and Make a Incrediable Impact
We are only looking for local candidates for this opportunity.
