Director, Practice

With Confluent, organisations can harness the full power of continuously flowing data to innovate and win in the modern digital world. We have a purpose that drives us to do better every day – we're creating an entirely new category within data infrastructure - data streaming. This technology will allow every organisation to create experiences and use the power of data in ways that profoundly impact the way we all live. This impact is our purpose and drives us to do better every day.

One Confluent. One team. One Data Streaming Platform.

Data Connects Us.

About the Role:

We are looking for a Senior Leader of Professional Services to join our Customer Success team. As a Leader, you will help our customers navigate the business and technological transformations associated with adopting a streaming platform, while also contributing to the growth of Confluent’s Global Services team. In this role, you will lead the professional services positioning and delivery in our Southern EMEA region, engage with customers and team members onsite and remotely throughout the entire customer lifecycle to align business outcomes, ensure clear success criteria, and assess overall customer success. In addition, you will align with strategic delivery partners within the region, as well as mentor and lead staff within the Global Services team. Throughout all these interactions, you will build strong relationships with customers, partners, and of course team members.

What You Will Do:

• This position will assume the full responsibility of the Services business in the Southern EMEA region, including, sales, team management and P&L management
• Drive the transformation of the services team to delivering business value led customer engagements
• Defining initial professional services direction to ensure customer success and satisfaction, by engaging with a customer’s key stakeholders such as C-level, VPs, enterprise architects, engineering/design managers, program managers
• Managing bookings, revenue, margins, and satisfaction targets for customers within this region, as well as creating and driving legal agreements with those customers
• Developing strong executive relationships with delivery partners as well as building customer awareness of delivery partner capabilities
• Participating in Confluent product and sales strategy conversations that would impact your customers
• Contributing to account and regional growth plans
• Building a high-performance Professional Services team by developing their customer success capabilities and experience

What You Will Bring:

• The ideal candidate will be highly experienced in proactive customer management, escalation handling, and cooperation across Customer Success teams
• Experience managing enterprise-level IT projects (10+ years or equivalent capability)
• Experienced in leading and motivating teams through a combination of vision, strategy, empathy, and encouragement
• Demonstrated success creating and developing remote delivery teams, including resource management, performance assessments, and career/growth planning
• Experienced in hiring, leading, and mentoring a team of managers and individual contributors in an Enterprise SaaS environment
• Exceptional communications skills, since this role will require extensive customer-facing interactions
• Ability and willingness to travel up to 50% of time when needed

What Gives You an Edge:

• Expert level knowledge in the sale/delivery of hybrid software solutions
• Technical awareness of data management concepts and driving customer value and success
• BA/BS or equivalent educational background, we will consider an equivalent combination of relevant education and experience
• 15+ years of relevant professional experience
• Routinely a manager of managers

Come As You Are

At Confluent, equality is a core tenet of our culture. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. The more diverse we are, the richer our community and the broader our impact. Employment decisions are made on the basis of job-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by applicable law.

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