Director of Professional Services

Founded in 2009, SendGrid is an industry-disrupting, cloud-based customer communication platform that solves the challenges of reliably delivering emails on behalf of our customers.  We deliver over 30 billion emails a month for customers like Airbnb, Spotify, and Uber.

This role will lead and manage SendGrid’s Services function, responsible for driving the strategy, operations and revenue growth of SendGrid’s implementation and email deliverability consulting engagements.  You will be responsible for leading a team of professional Customer Onboarding Managers, Delivery Consultants and managers of those departments. Additionally, the director will manage the P&L business model and operational metrics are accurately reported.

What You’ll Do

  • Live by and champion our cultural values of Happy, Hungry, Honest, and Humble
  • Create, lead and execute the SendGrid professional services strategy and operational plan
  • Deliver on planned revenue and profitability targets for services
  • Manage all implementation and email deliverability projects on schedule, within budget, and with the highest customer satisfaction
  • Scope projects, create SOWs and partner with Sales & Customer Success to drive service revenue
  • Work with department managers to build, manage and retain a services team of Onboarding CSMs, CSM architects and email delivery consultants
  • Develop and monitor metrics to assess the success of the team and individuals
  • Collaborate with Customer Success and Product to develop methodologies, tools and programs around implementations and consulting engagements
  • Optimize communication and knowledge transfer processes with Sales and Customer Success team to ensure ongoing, post-implementation customer value
  • Provide management level support for pre-sales of large complex services engagements including contract negotiations
  • Collaborate with sales & cs management to align on services opportunities that drive growth and market penetration
  • Drives operational excellence through measured changes and initiatives that result in higher KPIs, reporting metrics or business growth
  • Manage to agreed P&L targets, utilization and billing rates, and other key metrics such as practice growth and margins
  • Manage, track and seek customer impact stories at the end of engagements
  • We're an agile, fast growing company and this job description isn't meant to be a complete list of your qualifications or all of the things you'll do

About You

  • Typically, 10+ years experience in professional services consultancy, project management, customer success, or customer support management roles within the software industry
  • 5+ years of experience in planning, executing and managing a billable services organization
  • 5+ years of experience and successful track record of owning and driving a services revenue target
  • 3+ years experience at an email service provider or email deliverability solution provider(preferred)
  • Excellent communication and presentation skills, both verbal and written
  • Willingness to travel up to 20% as needed to ensure successful customer engagements
  • Strategic - Provide proactive, meaningful insight & identification of long-term or overall aims and interests and the means of achieving them. Clear and directly face the strengths and weaknesses, as well as external opportunities and threats
  • Emotionally Intelligent - Recognize their own, and other people's emotions, to discriminate between different feelings and label them appropriately, and to use this to guide thinking and behavior
  • Decisive - Uses a framework or process by which to make decisions. At times, will need to make decisions quickly and often with incomplete data
  • Persuasive - Bring others to their point of view using logic, data, and emotion. Have a formal process and framework by which to make qualitative and quantitative points, not just using emotional appeals
  • Accountable - Being willing to answer for the outcomes resulting from their own choices, behaviors, and actions. Take ownership of situations that they're involved in
  • Self Motivated - Motivated to do or achieve something because of one's own enthusiasm or interest, without needing pressure from others
  • Focused - Achieve what they set out to do before launching new initiatives. Complete company-linked goals and tasks, not simply to be busy and active
  • Collaborative - A keen ability to support cross-functional projects and decisions. Gets energized from working within a team and cross-functionally to achieve the company's goals

SendGrid is proud to be an equal opportunity employer. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, genetic information, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status.


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