Director of Services at OPAL
Portland, OR, US

The Director of Services reports to the Senior Director of Growth and is responsible for defining and building the capacity to deliver and execute Premium Services, which includes custom paid engagements outside of the Standard Base Customer Success package. In this customer-facing and consultative role, you will own the strategy, tactics, and delivery of Premium Services to some of the biggest brands in the world.

As a member of the senior management team, you are responsible for materially developing and gaining buy-in of the strategy, business model, framework, methodology, and tactical plans for a sustainable, scalable, and profitable Premium Services function.

You will provide operational leadership and direction by ensuring the team understands and achieves desired results. This is a highly visible and cross-functional role, requiring the development and nurturing of close working relationships and alignment across the organization (Executives, Customer Success, Product, Marketing, Engineering, Sales, and Operations).

This role is both strategic and tactical. You should possess the creativity and drive to build an entirely new professional services function at a growth-stage SaaS company, and be energized by “putting the pieces together” in a fast-moving, at-times ambiguous environment that values collaborative effort and achieving results.

This position is located in our Portland office. This position is NOT eligible for relocation.

 

About Opal

Opal is a collaboration platform purpose-built for the modern marketing teams of the world’s most exceptional brands. Working in Opal helps teams align on strategy, create campaigns with confidence, streamline the review process, improve the facilitation of content and seamlessly integrate with a team’s preferred distribution method. The Opal Platform tears down silos, reduces complexity and connects teams across the enterprise for winning results. To learn why Opal is the marketing collaboration platform chosen by exceptional marketing teams from brands such as Starbucks, Target, Airbnb and Uber, visit workwithopal.com.

Our team is deeply invested in encouraging a culture that promotes design thinking, collaboration and a passion for excellence. Opal works together as a team to revolutionize the modern marketing organization.

Responsibilities:

Strategy and Design

  • Discover, define, align, and build the Services function, capabilities, and business model for Opal Premium Services.
  • Develop, refine, and use a systematic and scalable services framework and delivery methodology to analyze and solve customer problems.
  • Create quality and consistency metrics to be used in the delivery of services and programs that drive customer value.

Content Production

  • Lead the development of content for service offerings that bolster the established framework and delivery methodology.
  • Create content deliverables such as a professional services framework, instructional designs, webinars, product information, methodologies, and other customer engagement materials, often in partnership with Product, Customer Success, and Education.

Services Delivery

  • Serve as a primary liaison to the customer and partner with the Director of Product Management and Product Managers to manage the intake and delivery on technical custom paid engagements.
  • Lead, document, and facilitate strategic, value-based conversations with key stakeholders to ensure the customer is successful in meeting business goals and maximizing investment in Opal.
  • With a consultative approach, conduct customer needs analysis and requirements gathering to understand and communicate customer premium services needs.
  • Define and deliver the custom premium services that result from findings during the analysis and discovery phase, utilizing the defined framework and methodology.

Leadership

  • Show confidence in the face of ambiguity and competing priorities by driving for results, staying informed and proactive to customer needs, and accepting to new challenges.
  • Be convincing across all levels of the organization, confidently pursuing stakeholder alignment, team leadership and project management.
  • Provide coaching and guidance to team members, serving as a senior escalation point, and eventually managing the day-to-day work of a Services team.

This role involves approximately 20% travel for customer meetings.

Requirements

Skills, Experience, Qualifications:

  • 10+ years of experience with professional services and/or consulting services content development and delivery, with a breadth of knowledge and expertise in the Marketing field, change management, and process improvement.
  • 5+ years of experience with consulting, professional, or post-sales implementation projects.
  • Ability to thrive in a fast-paced, high-growth, start-up environment where ambiguity often rules. You stay clear on priorities and flex to shifting business needs.
  • An understanding of the digital marketing landscape and the enterprise SaaS business model with experience in delivering and implementing SaaS solutions for enterprise customers.
  • Proven results in defining, selling, and solving complex business challenges related to people, process, strategy, and implementation.
  • A proactive, intentional approach towards handling strategic customer communication and challenges.
  • Superb written and verbal communication skills, including presenting in-person and remotely to all level of stakeholders, including C-suite executives.
  • Demonstrated success working with internal, cross-functional teams to gain alignment and enthusiasm for strategic initiatives.
  • Ability to negotiate contracts with potential subcontractors.
  • A creative and steadfast approach to problem-solving on the fly, growth mindset and a passion for learning.
  • Natural alignment with Opal’s Values: Professional, Intentional, Steadfast, Helpful, Creative, Passionate, and Empathetic.
  • Demonstrated ability to work effectively with individuals from diverse communities and cultures.

Preferred Experience

  • Building and managing successful individuals or teams of Customer Success / Professional Services / Consulting staff
  • Familiarity with change management methodology (e.g., ADKAR model, ADDIE model, etc.)
  • Creating a professional services team from ideation to implementation.

Education

  • Undergraduate degree or equivalent experience required; advanced degree in a related field a plus

Benefits

Benefits of Being an Opal Employee Include

  • Competitive compensation and stock options
  • Company paid individual Health, Dental, and Vision benefits, including Disability and Life Insurance
  • Flexible Paid Time Off and Paid Holidays
  • Paid Maternity/Parental Leave
  • Flexible Spending Accounts (FSA)
  • 401(k) and Roth retirement plans
  • Company-sponsored outreach & activity programs
  • A beautiful office space with plenty of snacks, Stumptown coffee, and friendly coworkers

Opal is an equal-opportunity employer and committed to creating an inclusive and diverse environment. We believe a diverse workplace promotes innovation and enhances decision making. We encourage applications from all qualified candidates and will consider all applicants without regard to race, color, religion, gender identity or expression, national origin, sexual orientation, disability, age, or veteran status.