Head of Professional Services

WalkMe pioneered the Digital Adoption Platform (DAP) to empower business leaders to realize the promise of technology in today’s overwhelming digital world. Through WalkMe's guidance, engagement, insights, and automation, employees are more efficient, executives have better visibility into digital usage, and organizations maximize the full value of their digital assets to empower digital transformation.

 

As the Head of Professional Services, you'll directly report to the Chief Customer Value Officer in our Tokyo office, and report to the APJ Regional Vice President of Professional Services based in Singapore on a dotted line. You will build the team, refine our way of working with customers and scale the level of service to our clients. We're looking for a leader who can solve problems and manage multiple moving pieces regarding our customers onboarding, adoption and engagement to help our customers maximize their value while engaging with the WalkMe platform. You have previous project delivery and customer relationship experience and your passion for providing an amazing experience for every customer is contagious. This position requires people management for Digital Adoption Consultants while hands-on workload for Engagement Management for each project as well as Partner Enablement by him/herself.

Description:

·       Set strategy and manage both internal and external resources to accomplish utilization, efficiency and scalability metrics while accomplishing New Annual Recurring Revenue targets

·       Lead teams of 4-5 members in Professional Services, and external partners including but not limited to system integrators and subcontractors through onboarding, adoption, and engagement metrics in addition to strategic planning

·       Set career goals with the members and manage them towards achieving performance while developing the team members against our essential competencies including product expertise, project management, commercial awareness and customer relationships

·       Lead the advancement of Services processes by maximizing efficiency, values, and customer experiences across our Plan, Build and Analyze lifecycle

·       Serve as the trusted point of contact for WalkMe’s customers and partners executives, beginning from the point of sale and extending through onboarding, project success, and optimization for paid services customers

·       Collaborate with your team to identify opportunities for cross-selling and upselling across customers in partnership with sales leaders. Support the sales team to close strategic services opportunities

·       Maintain a deep understanding of your customers business, strategic objectives and challenges to position yourself as a trusted expert and advisor with your customers

·       Lead a partner enablement initiative including but not limited to organize, coordinate, and facilitate off-site and in-house training activities, focusing on Partner Certification Workshops.

·       Gather and analyze feedback from Partners and subject matter experts to determine learning needs and continuously improve the Partners Education program overall.

·       Develop and track Partner performance metrics including customer satisfaction and days to go live.

Requirements:

·       15+ years of direct customer advocacy and engagement experience in post-sales support (or equivalent experience in professional services, management consulting, project management, or account management functions)

·       At least 10+ years of leading a team managers and ICs and a passion for building and supporting diverse teams

·       In-depth knowledge and experience with delivering enterprise software application implementations. Experience managing medium or large-scale projects throughout entire lifecycle.

·       Direct customer or partner enablement experience in a hands-on training capacity.

·       Proven success in managing the full training cycle, including but not limited to; assessing needs, planning, developing and coordinating enablement programs and monitoring and evaluating end results.

·       Confidence in communicating with technical, business, and C-level stakeholders.

·       Ability to create structure in ambiguous situations and design processes.

·       Strong technical skills that allow for an ease when guiding customers through technical processes.

·       Process flow optimization and organizational change management experience within a company or as external consultant.

·       Team player with the highest level of integrity. This is a WalkMe core value.

·       BA/BS degree or equivalent

·       Fluency in Japanese and business level English