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Mulesoft - Customer Success Group
The Senior Manager/Director Practice Lead in the Technical Services Practice will be accountable for hiring, methodology development, practice building, and operations.
Reporting directly to the Senior Director, Theater Practice Lead you will be truly passionate about "getting your hands dirty" and delivering meaningful, lasting customer business outcomes. You will embody a thought leadership and evangelist mentality to help our customers see the enormous value in our talent and methodologies our Services team brings to them. At the same time, you will continue building our world class consulting team through recruiting efforts, and advise on consulting career development areas.
You will be a key member of the leadership team in the Technical Services Practice (TSP) for MuleSoft. Collaboration and alignment across other operating units (OU) leaders and Product teams will be integral to your success.
Goals for your first three months:
Internalize MuleSoft’s outcome-based sales and delivery methodology.
Represent as-needed services in the broader cross-functional plan.
Learn about key strategic customers for the AMER theater practice and the typical use cases implemented by the Services team
Establish and start executing a hiring strategy to grow the team.
Execute on the TSP business plan, driving accountability within and across functions
Actively participate in success execution as a mentor, coach and executive sponsor
Drive successful delivery of engagements as measured by customer satisfaction (CSAT) score
Refine consultant career paths and advise an inherited large team of seasoned constants on their growth trajectory
Collaborate with Customer Success to increase adoption by building on successful Services implementations
What you’ll need to be successful:
Collaborate with other teams to transform and drive to the next level the outcome-based delivery methodology
Develop a fine balance by matching staffing needs with resources skill sets and aspirations
Harvest lessons learned and ensure that best practices are documented and shared within and beyond the team while also contributing to methodology and other areas of the practice
Interface with partners, providing feedback on their capabilities to help build the ecosystem.
Assist with Practice Development initiatives and collaborate with other OU Practice Leads to successfully execute the initiatives
A strategic business leader that understands the importance of leading by example, and being a player and a coach
Extremely collaborative and has ability to gain trust across internal and external functional leaders
An experienced Professional Services leader and a subject matter expert in growing a practice.
Proven consulting background in a top tier system integrator firm or high growth enterprise software vendor
Experienced in managing a team consisting of experienced individuals and ability to build a trusted relationship
Prior hands-on consulting experience in the integration or middleware space preferred
Embodies operational excellence when it utilization and revenue forecasts
Ability to communicate complex technical concepts in a simple yet comprehensive way to non-technical and technical professionals alike
Foresight to anticipate approaching growing pains and wisdom to build your own vision for what this role should evolve into as MuleSoft experiences explosive growth
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