Head of Professional Services, North America

Our Professional Services (PS) team plays a key role in onboarding new customers and delivering functional, technical, and training services. The PS team works across teams (Sales, Product, and Customer Success) to implement 360Learning in our client’s ecosystem, empower stakeholders to make the most of their platform, and spread collaborative learning across their organization. The PS team is also responsible for additional services during the customer’s lifecycle.

You will coach a team of 12-15 consultants including Solution Delivery Managers (SDMs), and Digital Learning Specialists. Both of these teams have their own coach who will report directly into you.

"Our team is unique and composed of very talented people who are competent and positive. They will expect that you mentor them and help them grow in competencies." - Guillaume Vives, Chief Product & Technology Officer

Your mission includes:

1. Support Sales to present our PS offering and provide quotes and statements of work.
2. Engage with customer executive sponsors from sales to go live to ensure we build a strong long-term relationship.
3. Manage a team of consultants working from their home office all over the country.
4. Manage between 40 and 60 onboarding projects at any given time across North America.

What You'll Do

• Customer Engagement: For each customer onboarding, create an engagement model. This could be a simple introduction at the kickoff (Small/Mid-Market accounts), or periodic meetings with the customer executive sponsors (Large Enterprise accounts).
• Sales Support: Partner with our Sales team on calls with Enterprise customers to explain how our onboarding is delivered. You will also scope the level of effort for the customer onboarding, write SOWs, and present offered services to new customers.
• Practice Management: Manage a team of 12-15 consultants. Conduct performance reviews, help with goal setting, and lead hiring and training of new employees. Build and maintain a capacity plan to ensure that we match the onboarding capacity needed to support our growth. Ensure that all time cards and project statuses are updated every Friday.
• Pricing and Packaging: Continuously improve our pricing and packaging to meet the needs of clients across all market segments. Track hours spent by project type and work with the sales coaches to ensure packaging meets their go-to-market needs.
• Partner Enablement: As a new project, you will implement a model where some of our Large Enterprise customer implementations will be delivered by partners. You will be in charge of the onboarding of the partners and the ongoing support.

• Training
• Project management from kick-off to go live
• Workshops to define 360Learning platform architecture for our clients
• Install integrations with SSO; HR systems; and Content providers. Most of these integrations are pre-built and need to be set up and configured.

Within 1 month, you will:

• Be trained in our product and introduced to our processes and systems.

Within 2 months, you will:

• Be introduced to a few customers and be able to participate in project kickoffs and project reviews.
• Rely on PS consultants to provide answers to the customer questions.
• Become very familiar with our internal processes.
• Support quoting and SOW development for Mid Market Accounts.

Within 3 months, you will:

• Scope enterprise deals and present them to customers.
• Handle customer meetings by yourself.
• Start improving existing practices and processes.

The Skill Set

• Minimum of 8 years of professional services experience and at least 3 years as a practice manager.
• Previous deployment experience of SaaS products, ideally HR related.
• Previous experience in leading delivery teams & monitoring delivery KPIs (including financials).
• Understanding and experience working with APIs based integrations, SSO, data and content migration, technical customization & troubleshooting.
• Deployment and management of a dedicated Professional Services tool.
• Solution-oriented; a client-first mindset in everything you do.
• Ability to adapt to your audience; flexibility in tackling a conversation with highly technical stakeholders and reducing complexity to more common terms with less technical stakeholders.
• Bachelor's degree or equivalent.
• Enthusiasm for our working environment is explained here: https://bit.ly/Convexity_360L.

What We Offer

• Compensation: Pay structure includes base salary, variable incentive pay, and company equity.
• Benefits/Perks: Comprehensive medical, vision, and dental insurance, RRSP matching starting from day 1, generous parental leave, professional development opportunities through our own platform.
• Balance: We offer unlimited days of annual PTO, 5 days for sick leave, holidays following the Ontario calendar. We are a remote-first organization and promote flexible work hours.
• Diversity, Equity, and Inclusion: We have 6 active ERGs including Mental Health, Environmental/Sustainability, Women, Parents, LGBTQIA2S+, and Ethnic Diversity. Each group has at least one executive team member serving as a member of the group, bringing greater awareness to each group’s activities and providing a quick path to impact.
• Corporate Social Responsibility: Review our CSR Charter: 360learning.com/blog/corporate-social-responsibility-charter.
• Culture: A framework that will help you make an impact - envision our way of working and our Convexity Culture: https://bit.ly/Convexity_360L & find out more about the teams, product and processes https://bit.ly/42H1ggC.

Who We Are

360Learning enables companies to upskill from within by turning their experts into champions for employee, customer, and partner growth. With our LMS for collaborative learning, Learning & Development teams can accelerate upskilling with the help of internal experts instead of slow top-down training. 360Learning is the easiest way to onboard and upskill employees, train customer-facing teams, and enable customers and partners–all from one place.

360Learning powers the future of work at 1,700 organizations. Founded in 2013, 360Learning has raised $240 million with 400+ team members across the US and EMEA.

Learning Includes Everyone.

In concert with our culture, 360Learning believes learning includes everyone and that means embracing the strengths of diversity, connectedness, and inclusion. Through conscientious efforts, our global footprint celebrates cultures, perspectives, and experiences from all over the world to support our platform that is built for all regardless of race, ethnicity, gender identity or expression, sexual orientation, religion, age, neurodiversity, disability status, citizenship, veteran status or any other aspect which makes an individual unique or protected by laws and regulations in the locations where we operate. Thus, 360Learning is proud to be an equal opportunity workplace, and we commit to continue this throughout our processes for recruitment, compensation, benefits, performance, promotion, and all other conditions and terms of employment. We want to learn from and with you!