Regional Service Delivery Director Position
Job Description:
This senior leadership role is responsible for overseeing the customer-facing technical teams within the APAC region. The ideal candidate will be a strategic leader with a strong technical aptitude, proven experience in managing diverse teams, and a passion for driving customer success and loyalty.
The Regional Service Delivery Director will develop and execute a regional service delivery strategy aligned with the company's overall goals, focusing on maximizing customer satisfaction, retention, and product adoption. They will lead, mentor, and develop regional teams encompassing technical pre-sales, customer onboarding and activation, technical support, and product adoption specialists.
The position requires excellent communication, presentation, and interpersonal skills, with the ability to effectively interact with customers at all levels. Strong analytical and problem-solving skills are also essential, along with a data-driven approach to decision-making.
Key Responsibilities:
1. Strategic Leadership: Develop and execute a regional service delivery strategy aligned with the company's overall goals.
2. Team Management & Development: Lead, mentor, and develop regional teams encompassing technical pre-sales, customer onboarding and activation, technical support, and product adoption specialists.
3. Technical Pre-Sales Oversight: Ensure the technical pre-sales team effectively articulates the value proposition of our software, provides compelling technical solutions, and builds strong relationships with prospective customers.
4. Customer Onboarding & Activation: Oversee the smooth and efficient onboarding and activation of new customers, ensuring a positive initial experience and setting the stage for long-term success.
5. Technical Support Excellence: Drive the delivery of high-quality and timely technical support, ensuring efficient issue resolution, proactive communication, and a focus on exceeding customer expectations.
6. Product Adoption & Customer Success: Develop and implement strategies to drive product adoption, working closely with the Account Management team to identify opportunities for expansion and ensure customers realize the full value of our solutions.
7. Performance Monitoring & Reporting: Establish key performance indicators (KPIs) and develop regular reports to track team performance, identify trends, and provide insights to senior leadership.
8. Cross-Functional Collaboration: Collaborate effectively with Sales, Account Management, and Marketing teams to ensure a seamless customer journey and alignment within the team.
Requirements:
* Bachelor's degree in Computer Science, Engineering, or a related technical field.
* 5+ years of progressive experience in customer-facing technical roles within a software company, with at least 3 years in a leadership capacity.
* Proven experience leading and managing diverse technical teams, including pre-sales, onboarding, support, and adoption functions.
* Strong understanding of software implementation methodologies, customer support best practices, and product adoption strategies.
* Excellent communication, presentation, and interpersonal skills, with the ability to effectively interact with customers at all levels.
* Demonstrated ability to develop and implement strategic initiatives and drive measurable results.
Preferred Qualifications:
* Experience as a technical lead in the out-of-home (OOH) advertising industry.
* Familiarity with the Broadsign Platform or a similar OOH (Out-of-Home) advertising platform.
What We Offer:
* Wellness program: $500 annual wellness fund for mental/physical health and office-related expenses.
* Additional time off: Enjoy an additional week of annual leave, along with three paid training days and two paid volunteer days.
* Work flexibility: Remote work options.
* Family support: Parental leave salary supplement.
* Growth opportunities: Training & development opportunities with a yearly budget to support professional growth.
Join Our Team:
We are committed to fostering a culture of inclusivity, diversity, and social responsibility. If you are passionate about delivering exceptional customer experiences and have a strong desire to grow and develop your skills, we encourage you to apply for this exciting opportunity.
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