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Global Head of Services
1 month ago
The Global Head of Services oversees customer services, customer success, and professional services worldwide. This leader sets the strategic vision for all service-related functions, ensuring they align with the company's broader operational and financial objectives. In a matrix structure, regional service teams adapt centrally defined methods and frameworks to local needs, while maintaining direct functional alignment with the Global Head of Services. Acting as the owner of the service portfolio, this position collaborates closely with Commercial and Product teams to continually refine, evolve, and expand offerings.
Responsibilities:
Services Vision & Roadmap- Develop and maintain a comprehensive, long-term strategy for Customer Services, Customer Success, and Professional Services, aligned with overall business goals.
- Identify market trends and customer feedback to shape service offerings that differentiate the company in a competitive landscape.
- Serve as the primary owner of the global service portfolio, defining standard offerings, packages, and pricing models in coordination with Commercial teams.
- Collaborate with Product Management to align service designs with product roadmaps, ensuring seamless integration and a holistic customer experience.
- Establish and enforce global service standards, policies, and processes, ensuring consistent quality and methodology across regions.
- Provide frameworks that allow regional teams to tailor execution in line with local regulations, cultural nuances, and market demands.
- Partner with the COO and executive leadership to integrate service initiatives into broader operational and financial planning.
- Work cross-functionally with Sales, Marketing, and Product leaders to identify and act upon new revenue opportunities, strategic partnerships, and customer engagement programs.
Required Qualifications:
- Education: Bachelor's degree in Business, Engineering, or a related field; MBA or equivalent advanced degree preferred.
- 5+ years in Professional Services, Customer Success, or Customer Support leadership roles, ideally within a global or matrixed organization.
- Leadership & Influence: Proven ability to lead diverse, cross-functional teams in a matrix environment, fostering collaboration and accountability.
- Strategic Thinking: Capable of translating long-term vision into actionable plans, balancing standardized approaches with local flexibility.
- Operational Savvy: Solid background in optimization, project management, and KPI-driven performance improvements.
- Financial Acumen: Comfortable with P&L management, budgeting, and business case development.
Success in this role requires balancing high-quality, consistent service delivery with the flexibility needed for local market adaptation, all while driving profitability and customer satisfaction.
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