Imply’s team is growing and looking for people who love to build things: products, companies, open-source technology, and their careers!
Imply is a real-time analytics solution to store, query, and visualize event-driven data. It is built around
Apache Druid, a
widely-adopted open-source real-time analytics database
architected to support streaming ingest and sub-second ad-hoc queries at scale.
Duties And Responsibilities
As a high profile leader of our Professional Services offerings, this role will establish the strategic vision and operational structure for our Solutions Architect and delivery manager roles. You will work collaboratively with Sales and Customer Success to blend those offerings into our overarching customer strategy.
In this role you’ll oversee our Solutions Architect organization, which plays a critical role for our customers by configuring & deploying Imply, building out their cutting-edge platform throughout the customer life cycle. You will also create and lead delivery managers around the world. This is a role for a person that wants to be hands-on building the professional services process from the ground-up.
This position requires both the expertise to manage the organization’s P&L and achieve revenue-related KPIs while zealously driving a customer-centric culture that emphasizes customer results and providing maximum value from Imply for our customers.
Strategy
Specific responsibilities include:
- Refine and develop Imply Professional Services strategy, ensuring that Professional Services are aligned with customer needs.
- Design and deploy new service offerings to promote customer success and increase revenue and account development.
- Collaborate with Customer Success to operationalize a system to measure customer health and maturity and align service offerings to appropriate customer use cases.
- Work with Sales to ensure Professional Service offerings are correctly scoped, positioned and priced during the pre-sales process.
- Partner with Sales to define strategies around SI partnerships and enablement
Management & Leadership
- Directly manage a team of Solution Architects and Delivery Managers.
- Monitor team performance, utilization levels, coordination effectiveness and quality of deliverables.
- Play a leading role within the Customer Success leadership team, providing input and support for CS team operations and programs.
- Regularly collaborate with members of Sales, Marketing and Product to educate and train personnel on service offerings and cross-team operations.
Customers
- Engage active customers and pre-sales prospects to advise on Imply services and promote customer engagement.
- Participate in customer conferences, high priority QBRs, and other customer-facing functions.
Achieve KPIs
- Consistently achieve revenue and customer success-related KPIs.
- Work with Finance to effectively forecast PS revenue performance, identify and proactively address barriers to reaching KPIs.
- Consistently report on PS operational status to internal stakeholders.
Required Qualifications And Experience
The ideal candidate is an experienced Professional Services leader from a big data technology provider, SaaS or other technology service providers. The candidate should have a demonstrated history of excellence leading teams in a customer-facing capacity. The candidate should also have:
- Passion and sensitivity for customers and promoting their success as well as growing the Professional Services business.
- Minimum of 8 years of experience in Information Technology, particularly big data platform implementation.
- Demonstrated success at the Senior Manager or Director level, overseeing multiple organizations and a leadership team. Personnel management and player/coach experience.
- Entrepreneurial - you understand how to build and grow a successful business and are able to adapt and innovate to advance capabilities both incrementally or radically when required.
- Experience with Professional Services project scoping, creation of Statements of Work, and providing audit documentation.
- Excellent communication and presentation skills to comfortably present to C-level executives, Imply leadership and other forums.