Senior Director of Client Delivery

Nashville

Company Overview

ServiceSource leads the Service Performance Management industry. We increase services revenue for leading high-tech companies such as Adobe, AT&T, GE Healthcare, Motorola, and Sun Microsystems through our exclusive focus on service share. We help our clients’ increase the number of customers they have service relationships with and grow the value of those relationships each year. Together, we deliver increased earnings, profits, and value to shareholders.

Headquartered in San Francisco, ServiceSource has four global service centers that serve technology customers in over 100 countries and 26 languages. We’ve delivered more than $3 billion in services revenue to the technology industry and manage more than 300,000 customer relationships annually. Founded in 1999, ServiceSource continues to grow at an unparalleled rate. We are private, profitable, and fully backed by a distinct group of individual and institutional investors led by General Atlantic and Benchmark Capital.

Role Description

The success of ServiceSource is heavily reliant on the unparalleled delivery for and retention of its customer base. The Director of client delivery will be a key member of the Client Delivery organization responsible for managing a portfolio of client engagements by directing the operational teams that deliver our solution for our clients. This global leader will be responsible for taking ownership of key client relationships, meeting face-to-face to with client executives to improve account satisfaction, developing client retention strategies, conducting quarterly business reviews and ensuring we’re executing against client expectations and the entire ServiceSource solution set. This individual will have the opportunity to work directly with our customers and have broad interaction with the entire leadership team while making a direct impact on the company’s aggressive financial targets.

The leader we seek must be able to assume the role of a global client advocate, salesperson, coach, team player and be able to operate with a sense of urgency and make on-the-fly decisions when necessary.  The Director must be able to quickly integrate into and understand the unique offering presented by ServiceSource to ensure the financial and operational targets are delivered for his/her respective client portfolio.

ServiceSource is seeking a candidate who can think strategically and execute tactically.  This leader will be an effective executive with demonstrated leadership strength in managed services organizations and the value proposition of Business Process Outsourcing. He/she will be customer-focused, detail oriented, articulate and credible and have the ability to instill confidence in the most demanding customers, such as: the executives and senior leaders of Financial Operations, Services, Support and Operations. The role will require a global business-oriented executive that can execute an effective service and delivery strategy focused on results, performance, process and prioritization.  The Director will bring methods, process and organization to the ServiceSource Client Delivery function to help build Service Share for our high-tech clients’ services revenue.

Responsibilities

• Ensure attainment of revenue and GP targets and drive overall P&L
• Participate in the development of account strategy and playbooks
• Identify and anticipate operational challenges and work towards bi-directional resolution
• Understand the client’s expectations and develop strategies to exceed and continuously improve

• Maintain a strong understanding of the client data and how it translates to ServiceSource opportunity
• Drive accurate and effective forecasting
• Facilitate effective Account Reviews to track KPI trends, anticipate risks to plan, mitigate challenges, capitalize on opportunities and direct day-to-day operations
• Refine, manage and lead programs to enhance client satisfaction and retention
• Ensure that we are meeting contractual obligations and exceeding quarterly revenue targets
• Evaluate and redefine necessary processes to continuously improve key operational metrics
• Conduct regular client business reviews
• Ensure Account Managers are managing their respective teams successfully. This includes motivation, incentives, morale, retention, development, recognition, performance plans, etc
• Work with your counterparts to ensure succession planning and staffing needs are met across the Service Center

Qualifications

Candidates should have a demonstrated strength in ROI-based solutions and delivery methodologies to smart, sophisticated customers that result in recurring revenue. This individual should also have a strong background in account management, service delivery, sales and technology.

• Bachelor degree is required.

• Strong solution selling skills.
• Willing to roll-up the sleeves and get it done
• Smart, dynamic, aggressive and strategic (has intellectual horsepower)
• Outsourcing and/or Technology Services sales and delivery experience
• Knowledge of complex markets and issues
• Strong executive presence and ability to command respect (internal and external)
• Ability to work effectively within a dynamic environment
• Good communicator with the ability to articulate a strong value proposition

• Attention to detail and high level of accountability are imperative
• Self-starter who can set and manage priorities
• Considered to be a strong coach and motivator
• Has strong work ethic and integrity for their work

• Strong analytical skills
• Experienced with tools such as Access, Excel, Business Objects

Compensation
ServiceSource offers an attractive competitive salary, bonus and benefits package.  Relocation is offered for this role.

To apply
Please send your resume and cover letter to mlutz@servicesource.com