Global Head of Strategic Services

1 day ago

Somerville, Massachusetts, United States Tulip Interfaces Full time
About Us

Tulip Interfaces is a leading provider of Frontline Operations Platforms, empowering manufacturers to improve productivity, quality, and efficiency. Our no-code platform enables teams to digitally transform their facilities and gain real-time visibility into production processes.

Job Description

We are seeking a highly experienced Global Head of Strategic Services to lead our customer success and professional services organization. As a key member of our leadership team, you will be responsible for driving customer satisfaction, retention, and expansion.

Key Responsibilities
  • Directly responsible for the services P&L and the company's gross and net retention KPIs
  • Foster a customer-centric culture throughout the organization by advocating for the voice of the customer in strategic decision-making
  • Work with the leadership team to establish and maintain company goals, budgets, strategies, vision, culture, and direction
  • Provide executive oversight with planning, developing and managing the Tulip customer adoption journey, customer operations, and customer onboarding
  • Works closely with sales, marketing and other commercial functions to help properly define client expectations and support methodologies to ensure overall organizational success
  • Implement and manage customer feedback loops to gather insights and drive product and service enhancements
  • Mentor and develop customer success leaders and team members, fostering a culture of continuous learning and professional growth
  • Develop and maintain strong relationships with key customer stakeholders, acting as a trusted advisor and advocate for their needs
  • Develop and implement global customer success and account management strategies that align with the company's objectives and drive customer satisfaction, retention, and expansion
  • Establish and oversee regional customer success teams, ensuring consistent delivery of services across different geographies
  • Guide the customer services organization to create, deliver and maintain the Tulip customer journey objectives and customer adoption
  • Meet and exceed customer services goals consistently to drive increased value and productivity gains to our customers
  • Monitor and analyze customer success and professional services metrics and KPIs to identify trends, challenges, and opportunities for improvement
Requirements
  • MS or higher in related engineering discipline (MBA preferred)
  • 10+ years work experience in leading professional services, management, management consulting, customer services operations or equivalent
  • Experience in commercial leadership at enterprise SaaS startups through growth stage scale-up
  • A successful track record of running a complex, worldwide customer and professional Services organization, including team building, organizational development and driving positive mindset and cultural changes
  • Experience working with multi-divisional, multi-geographical customers and managing stakeholders across multiple functions
  • Interpersonal, written and oral communication skills, including running meetings and delivering executive-level presentations
  • A proven track record of meeting and exceeding customer and professional service financial KPIs
  • Understands the strategy required to consistently improve operation and organization
  • Comfortable and savvy working across multiple cultures
  • Ability to lead, inspire and motivate and align a team of industry experts and specialists towards transformational changes
  • A strong track record of the ability to streamline process and drive process standardization and repeatability, including aligning cross-functional stakeholders
  • Strong business and financial acumen
  • Skilled in planning, organizing, prioritizing, negotiating, and communication
  • Excellent verbal and written communication and customer facing skills
  • Highly articulate, with excellent writing and presentation skills
  • A proven record of hands-on involvement in project implementation and delivery
  • Extensive experience in the software or process industries
  • Attention to detail and process with sound financial management skills
  • Experience in delivering, implementing or managing projects for complex operational systems in at least 2 major industry verticals, preferably SaaS solutions
  • Experience building a program for and working with service delivery partners in an integrated global implementation environment
Preferred Qualifications
  • Manufacturing and operations, Lean/ Six Sigma
  • Agile and/or scrum methodologies
  • Understanding and experience with MES, ERP, and WMS
What We Offer
  • Direct impact on product and culture
  • Company equity
  • Competitive benefits package including Health, Dental, Vision, Short-term Disability, Long-term Disability, Life Insurance, Commuter Benefits, Parental Leave, and 401k
  • Flexible work schedule and unlimited vacation policy
  • Virtual company events and happy hours
  • Fitness subsidies

We are an equal opportunity employer and building a diverse team is our top priority. At Tulip Interfaces, we celebrate all. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Help us build an inclusive community that will transform manufacturing.

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