Senior Vice President of Digital Experience Leadership

2 weeks ago

London, Greater London, United Kingdom Sitecore Full time

About the Role:

This is a global leadership position covering Professional Services, Customer Success, and Learning teams.

The role will be for a leader of the global professional services team consisting of Client Managers, Technical Account Managers, Solution Architects and Developers, as well as a Customer Success team including CSMs, and the Learning team offering training to employees, customers, and partners on Sitecore products.

A trusted advisor and services executive for key customers, solution partners, employees, and other Sitecore executives.

The role will report into the Global Chief Operating Officer (COO).

Key Responsibilities:

  • Partner with Presidents of EMEA, North America, and APJ-MEA to evolve and manage the Global Services function in the region.
  • Collaborate with the Services Sales organization to drive bookings, billings, revenue, and margin.
  • Drive successful customer outcomes & strong customer ROI including increasing product adoption, expansion, advocacy, and renewal rates.
  • Collaborate with direct reports to define frameworks and engagement models that optimize customer success, team staffing, margins, utilization, and overall customer engagement.
  • Partner with Product Support and Cloud Services teams to maximize effectiveness across the organization in service to our customers.
  • Partner with the Learning team to ensure customer and partner adoption as we enable their success on the platform.
  • Collaborate with Marketing to celebrate customers' success through advocacy and cross-customer interactions.

Requirements:

  • Experience in enterprise software or Software-as-a-Service (SaaS)
  • Experience in leading large professional services teams for technical products
  • Experience in implementing and driving usage, adoption, and renewals
  • Mid-market/enterprise customer experience with the ability to communicate effectively with customers and partners at the executive level as needed
  • Proven success working within a highly matrixed organization and establishing strong relationships across the organization
  • Strong commercial awareness and acumen to ensure delivery of Services targets

Preferred Skills:

  • Experience on web content management (WCM), ecommerce, CRM, and marketing technology solutions
  • Global experience
  • Cross-organization collaboration and communication skills
  • Having managed or been involved with customer success and learning functions
  • Having executed an offshore operation and managing offshore teams

Estimated Salary Range: $180,000 - $250,000 per year

About Sitecore:

Sitecore delivers a composable digital experience platform that empowers the world's smartest and largest brands to build lifelong relationships with their customers.

Our mission is to elevate leading brands through unforgettable digital connections with their customers.

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