Head of Professional Services

Department: Professional Services
Reports To: Executive Leadership Team
Location: Zagreb, Croatia (Hybrid work)

About Repsly

Repsly, a B2B vertical SaaS company, is the global leader in intelligent Retail Execution solutions. We empower many of the most innovative Consumer Goods Brands and Retail Service Providers in 80+ countries around the world, including Kraft-Heinz, Dyson, Keurig Dr. Pepper, Anheuser-Busch, Core-Mark, and Crossmark.

At the core, Repsly is powered by a team of skilled, diverse, and committed humans. Originally founded out of Zagreb, Croatia we are headquartered out of Boston, USA with partners worldwide. If you are looking for an opportunity to combine your talent, passion, and positive energy to play a meaningful part in the growth story of a world-class global SaaS company, then Repsly is a great fit for you!

Position Overview

Repsly Professional Services (PS) offerings make it easier and more valuable for our customers to adopt our product solutions. As the Head of PS, you bring a strategic view across the business to ensure we take the right offerings to market, you ensure we deliver with high quality and scalable efficiency, and you coach and inspire the organization to meet its potential.

As an organizational leader in a hybrid work environment, you foster a sense of community and connection among all people at Repsly as one team. You work with company leadership to ensure alignment of business goals and manage the PS revenue and budget in alignment with company goals. You set strategic goals and priorities for your organization. You identify opportunities to create sustainable customer value through new service lines or offerings, work cross-organizationally to take new service offerings to market, and set processes across varied service lines to drive delivery with high quality, efficiency, and scalability. You serve as a trusted advisor and business partner to customers and the rest of the company.

As a people leader, you take a deep and sincere care for helping your organization to grow in their careers and meet their potential. You mentor the three existing service line business leaders (Solutions, Analytics, & Integrations) as they mature their service lines and people leadership skills. In addition to regular coaching sessions, you have career pathing conversations, and develop performance and development plans that include skill development opportunities along with specific activities and projects where the team can work on those skills.

Success in this role is measured by the health of the Professional Services business. Key metrics include:

Profit margin.
Quality metrics include:
- Gross and net services revenue retention.
- Customer satisfaction.
- Implementation time-to-value, analytics re-work, & integrations health.
Growth metrics: Services revenue, revenue growth rate, and revenue forecast accuracy.
Delivery efficiency: Customer utilization rate, billable utilization rate, and services backlog.

As is the responsibility of all the people at Repsly, you also lead by example, demonstrating and promoting Repsly’s core-values:

Respect each other as whole people.
Build trust through transparency.
Create exceptional value for our customers.
Embrace peer-driven performance.
Have the courage to drive growth.
Fill the cup all the way up.

Responsibilities

The responsibilities of this role include:

45%: Organizational Leadership. Serve as a business partner to customers and Repslians. Set and align business goals and priorities. Ownership of PS P&L, service offerings, and systems and processes to drive best in-class services delivery.
45%: People Leadership. Coach, mentor, and contribute to the professional development of PS teammates in alignment with organizational goals and responsibilities. Recruit & onboard new teammates. Conduct formal and informal performance appraisals with the team on a periodic basis, ensuring continuous improvement of skills and knowledge required to excel in their role.
10%: And other duties and responsibilities as assigned or needed including continuous improvement projects.

Requirements and Experience

Job/Task Related Qualifications:

8+ years of Professional Services experience.
2+ years of Technical Professional Services experience (i.e. Analytics, Integrations, Solution Architecture, Technical Consulting, etc…).
8+ years of experience in people leadership building and managing high-performance client facing teams including a demonstrated ability to build community, manage key stakeholders internal & external, influence cross-organizationally, and drive an outcome focused culture.
3+ years’ experience owning a Professional Services P&L; ideally with both one-time and recurring revenue streams.
Demonstrated ability to take a new service offering to market including input on pricing, packaging, and positioning.
Demonstrated ability to develop and execute strategic programs in support of company goals.
Ability to influence senior stakeholders internally and in client-facing settings. Ability to manage influence through persuasion, negotiation, and consensus building.
A sincere care for the success of our customers and teammates.

Other qualifications:

Experience working in a B2B SaaS company and implementing Agile methodologies.
Excellent communication skills: oral, written, and presentation. Excellent at asking questions & actively listening. Always friendly, clear, & concise. Excellent with difficult conversations.
Customer centricity, patience, natural coaching ability, and a positive energy.
Passion for the use of technology & data to drive innovation.
Ambition to grow professionally as part of a collaborative and committed team.

To apply, send an e-mail with a cover letter and resume to: careers@repsly.com.

Repsly is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.