Location
Gerrards Cross, Buckinghamshire | United Kingdom
Job description
Head of Services
Gerrard’s Cross
We are ranked as the UK’s #1 construction specific software player and our mission is simple; to provide market leading end-to-end software solutions to the construction and construction like industries across the entire build life cycle. As the Head of Professional Services, you will be instrumental in guaranteeing the ongoing success and impact of our cutting-edge technology by leading the Services team. This role extends beyond project management - It is a core element of our commitment to delivering exceptional value to clients and propelling revenue growth.
This key leadership position is indispensable to our company's success. The selected person will lead a team of expert consultants and implementation specialists with multiple decades of experience in the construction and infrastructure business. This team are regarded as highly valuable, with their domain and technical knowledge being important to customers success. Through effective leadership, strategic thinking, and collaborative efforts, the Head of Professional Services will not only be responsible for driving revenue growth, chargeability & profit, but also be focused on partnering with Customer Success, Product, Support, and Sales to drive customer satisfaction and success.
The successful candidate will be customer centric and data driven, with a proven track record in leading a software services team who are multi product, and working within an ARR centric growth business. They will have experience in building standardised implementations and processes that speed up customer time to value, and ultimately increase customer retention and adoption.
If you are passionate about steering the success of innovative technology, driving revenue growth, helping your team succeed and progress, while focusing on client satisfaction through exceptional service delivery, we invite you to join us on this exciting journey.
Key Responsibilities
- Managing the whole Services team across the Causeway Solution stack. Coach, support, and foster a high-performance environment.
- Formulate and implement strategies aimed at optimizing service delivery and propelling revenue growth & chargeability within the organization.
- Collaborate seamlessly with cross-functional teams to ensure a unified approach and delivery of services that align with organizational objectives.
- Create standardized playbooks, processes, and service packages to enhance operational efficiency and consistency.
- Strike a balance between the profitability and growth goals of the Services team to drive sustainable success.
- Head the achievement of key performance metrics, including revenue, utilization, and chargeability, to measure and enhance team effectiveness.
- Cultivate a culture of innovation, collaboration, and accountability within the Services team to foster continuous improvement.
- Build and nurture strong relationships with clients to understand their software-related needs, expectations, and overall satisfaction with our services.
- Act as the primary point of contact for key clients, addressing concerns, and ensuring a high level of client satisfaction.
- Oversee the successful delivery of software-related professional services, ensuring that projects are completed on time, within scope, and meet or exceed client requirements.
- Collaborate with project teams to maintain a high standard of service quality, incorporating best practices in software development and implementation.
- Identify opportunities for growth, new service offerings, and improvements to existing processes.
- Accountable for the financial aspects of professional services, including budgeting, forecasting, and ensuring the profitability of client engagements.
- Identify and mitigate risks associated with software service delivery, ensuring compliance with industry standards and regulations.
- Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure a coordinated approach to client engagement and satisfaction.
- Implement processes for continuous improvement, staying abreast of software industry trends, and introducing innovative practices to enhance service delivery.
- Effectively communicate with internal and external stakeholders, providing regular updates on project status, addressing concerns, and fostering positive relationships.
Qualifications and Skills
- Bachelor's or Master's degree (preferable but not essential)
- Proven experience in a services leadership role within a multi product software technology company
- Excellent leadership, communication, and interpersonal skills.
- Strategic thinker with a results-oriented mindset.
- Data Driven with a proven track record in hitting/exceeding targets.
- Track record in standardizing professional services that compliment SaaS products in ‘high growth’ mode (ie understand balance of growing ARS as well as ARR)
- Proven experience in increasing CSAT and Customer NPS
- Created playbooks, pricing bundles and packages that are effective for customer and sales to consume.
- Win ‘hearts and minds’ of sales team to sell services and understand its value
What you get from us
If you're looking to build an exceptional career with an award-winning company you’ve come to the right place. We believe everyone at Causeway has a vital role to play in our success. Causeway is fuelled by curiosity and is a place for people who beam with positivity and burn with ambition.
Our team is everything, so we’ll take good care of you. In fact, we give well-being the same priority as our other business goals. We’re strong advocates of work-life balance, offering hybrid working alongside the opportunity to work from modern, collaborative offices.
Benefits
As a leader in employee engagement and people management, there are fantastic benefits and rewards at Causeway. We strive, year on year, to achieve recognition as an award-winning workplace that our employees love. We’ve selected just a few of the many benefits available below to show you how we take care of our Causeway stars.
- 25 days annual leave + public holidays, increasing with length of service.
- 4% matched pension.
- Income protection and life assurance.
- Access to our award-winning benefits platform.
- We take mental health seriously and have a dedicated EAP available 24/7.
- £100 allowance towards a fitness club.
- Dell, Apple and Microsoft discounts.
- Private Medical Insurance.
- Paid study leave + volunteering days.
- Car Scheme.
Like all responsible companies Causeway is aware of the need to recognise the importance of protecting our environment and addressing the climate emergency. Causeway is a carbon neutral company and we offset our calculated carbon footprint. However, we recognise that offsetting is not a permanent solution, so we set environmental objectives to reduce our footprint year-on-year.
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