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Head of Services

Customer Success | San Francisco, CA | Full Time

Job Description

Company

At Directly, we believe the fundamental nature of work is changing from fixed to fluid, as AI and the gig economy transform how people and companies work in the next economy. We’re leading this shift with an enterprise platform that changes the way companies deliver customer service. Our platform helps companies like Airbnb, Autodesk, LinkedIn, Microsoft, Intuit, SAP, and Samsung look beyond the traditional contact center and deliver better answers to customers in the moments that matter. We’re based in San Francisco and backed by top firms including Microsoft Ventures, True Ventures, Costanoa Ventures, and Northgate. www.directly.com
 

Role

Are you an experienced services professional with the ability to draw upon past lessons to design and execute a rapidly growing services program?   Do you thrive on customer interactions and seeing customer requirements become a reality? Can you build a team and processes that scales to support the largest technology enterprises?  We are looking for a high performing leader able to build a team and solutions that enable Directly’s leading edge AI support solution to deliver full value to its customers.

The Head of Services will be in the very middle of implementing Directly’s platform and responsible for designing and delivering an infrastructure to create technical solutions for our clients to get the most value.  Leading a team of services engineers and seeing the tangible results of their work in high performing networks of experts delivering automated and personal responses in support of the largest technology companies on the planet.

 

Core Responsibilities

  • Primary role is to lead all facets of services including design, development and deployment of solutions enabling customers to achieve the highest value from Directly’s Crowd-Powered AI solution.  

  • Interact with the technical and developer contacts with our customers bringing technical requirements and feedback to the product and engineering teams.

  • Develop services business and technical strategy (team, systems integrators, etc)

  • Build and lead a team of services and support engineers that deliver comprehensive solutions to our largest enterprise customers and resolve support issues.  

  • Establish fundamental processes and development tools to ensure high quality and scalable services infrastructure.

 

Requirements

  • 7-10 year's professional services experience including significant customer-facing roles requiring consultative skills, project management and development

  • 4+ years of management and leadership with demonstrated ability to build teams and processes that operate at a high level of efficiency and quality

  • 5+ years coding experience integrating with technologies like REST API’s, SDKs, HTML/CSS/Javascript

  • Experience with cloud infrastructure (AWS, Azure, etc.)

  • Agility and experience building and scaling teams in fast-paced, high growth, startup environments

  • Experience with scrum/agile processes and scalable development and implementation processes

  • Experience with CRM, integrations with CRM's, contact center technology required

  • 20-25% travel as required

  • Must be able to work in the San Francisco HQ

  • 4 year Computer Science BS degree

  • Advanced degree a plus

 

Attributes

  • Team leadership skills:  able to actively build and lead a services team with direction, assignments and accountability  

  • Client leadership:  able to collaborate with customer’s technical contacts to lead the development and design of the best solution

  • Presentation and communication skills: ability to create comprehensive presentations incorporating technical information to achieve desired outcome

  • Exceptional solutions developer: able to extract customer requirements and develop creative, practical solutions

  • Adaptability:  ability to continuously monitor situational circumstances and make immediate changes as needed to adapt to a new environment

 

Directly is an equal opportunity employer. We believe in diversity and inclusion as a strength.