Senior Director, Customer Services - #2751011

Denodo is a leader in the data space with an award-winning platform for data integration, management, and delivery. To match the depth and breadth of our growing customer base, we are looking for a dynamic, thoughtful, and results-oriented leader to shape the evolution of our consulting and support organization in Europe and the Middle East (EMEA).

This transformational role will have functional responsibilities in Customer Success and coordinate with leadership in Sales, Product Management, and with Partners to increase and advance the adoption of our platform in the European market. There are strategic and tactical aspects to skillfully balance the different priorities and goals, both internally and externally.

In this unique role, you will be a critical contributor to the overall success and future growth of Denodo to manage the regional team, interact with customers and partners, mentor and grow new and existing staff, and deliver on commercial objectives.

The person can be based in Munich, Madrid or Paris. 

• Develop strategic plans to build and evolve Denodo’s transformational service offerings in EMEA
• Align service offerings with customer segmentation, including value positioning, scope of services, collateral and pricing
• Lead delivery of consulting and support services to our customers, overseeing resource management, project delivery and operational success metrics
• Be accountable for services financial goals and metrics, including bookings, revenue, gross margin and utilization
• Own operational metrics, such as time-to-value, customer satisfaction and on-time completion of projects
• Build and scale EMEA service operations (i.e., people, process, systems and tools) to deliver a best-in-class customer experience while building effective and efficient delivery methodologies
• Advocate for the appropriate use of services, assisting Sales and Customer Success with selling and serving as an executive sponsor to our strategic customers
• Support the implementation of the partner strategy and ecosystem in collaboration with our Partner Sales and Success/Delivery teams to maintain a global network of certified partners that deliver with consistent quality
• Build out teams in multiple office locations across EMEA, hiring talent at various levels (from campus / new hires to senior, experienced profiles)

• University Degree in information systems or computer science (Bachelor or Masters)
• Fluent in English, demonstrating excellent verbal and written communication skills to be able to interact with technical and business counterparts. Ability to speak at least one of the following languages (French, German, Italian, Spanish) will be a plus.
• Demonstrated and progressive experience managing, leading and delivering professional services across multiple functions (consulting, implementation, training, project management) and with partners
• Proven experience building and leading a team of 25+ people in fast-paced, growing company
• Defined examples of including services in a subscription-based business model, delivering on-premises and SaaS solutions
• Demonstrated experience building and scaling a professional services business with accountability for financial targets
• Experience in different areas of the data management ecosystem (storage, compute, governance, development, etc.)
• Ability to travel up to 40%