Practice Director

Description

Confluent is pioneering a fundamentally new category of data infrastructure focused on data in motion. Have you ever found a new favourite series on Netflix, picked up groceries curbside at Walmart, or paid for something using Square? That’s the power of data in motion in action—giving organisations instant access to the massive amounts of data that is constantly flowing throughout their business. At Confluent, we’re building the foundational platform for this new paradigm of data infrastructure. Our cloud-native offering is designed to be the intelligent connective tissue enabling real-time data, from multiple sources, to constantly stream across the organisation. With Confluent, organisations can create a central nervous system to innovate and win in a digital-first world.

We’re looking for self-motivated team members who crave a challenge and feel energised to roll up their sleeves and help realise Confluent’s enormous potential. Chart your own path and take healthy risks as we solve big problems together. We value having diverse teams and want you to grow as we grow—whether you’re just starting out in your career or managing a large team, you’ll be amazed at the magnitude of your impact.

About the Role:

We are looking for a Senior Leader of Professional Services & Training to join our Customer Success team. As a Leader, you will help our customers navigate the business and technological transformations associated with adopting a streaming platform, while also contributing to the growth of Confluent’s Global Services team. In this role, you will lead the professional services positioning and delivery in NEMEA (UKI, Netherlands and the Nordics), engage with customers and team members onsite and remotely throughout the entire customer lifecycle to align business outcomes, ensure clear success criteria, and assess overall customer success. In addition, you will align with strategic delivery partners within the region, as well as mentor and lead staff within the Global Services team. Throughout all these interactions, you will build strong relationships with customers, partners, and of course team members.

You will report to the AVP of Professionals Services, and be based in the UK.

What You Can Expect to Work On:

• This position will assume the full responsibility of the Services business in the EMEA, including, sales, team management and P&L management
• Drive the transformation of the services team to delivering business value led customer engagements.
• Defining initial professional services direction to ensure customer success and satisfaction, by engaging with a customer’s key stakeholders such as C-level, VPs, enterprise architects, engineering/design managers, program managers
• Managing bookings, revenue, margins, and satisfaction targets for customers within this region, as well as creating and driving legal agreements with those customers
• Developing strong executive relationships with delivery partners as well as building customer awareness of delivery partner capabilities
• Participating in Confluent product and sales strategy conversations that would impact your customers
• Contributing to account and regional growth plans
• Building a high-performance Professional Services team by developing their customer success capabilities and experience

 
What You Need to Succeed:

• The ideal candidate will be highly experienced in proactive customer management, escalation handling, and cooperation across Customer Success teams
• Experience managing enterprise-level IT projects (10+ years or equivalent capability)
• Experienced in leading and motivating teams through a combination of vision, strategy, empathy, and encouragement
• Demonstrated success creating and developing remote delivery teams, including resource management, performance assessments, and career/growth planning
• Experienced in hiring, leading, and mentoring a team of managers and individual contributors in an Enterprise SaaS environment
• Exceptional communications skills, since this role will require extensive customer-facing interactions
• Ability and willingness to travel up to 50% of time when needed

Essentials:

Love technology and care about customers? We do! The Global Services team consists of smart people who are passionate about helping customers realize business value from their Confluent software — from helping customers architect the right solution, to making sure they understand the technology, to supporting them if there are issues. We’re geeks with heart who get to work with very cool software and some of the biggest and most innovative companies in the world.

Come As You Are

At Confluent, equality is a core tenet of our culture. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. The more diverse we are, the richer our community and the broader our impact. Employment decisions are made on the basis of job-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by applicable law.

Click HERE to review our Candidate Privacy Notice which describes how and when Confluent, Inc., and its group companies, collects, uses, and shares certain personal information of California job applicants and prospective employees.

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