Director of Professional Services

Guesty is the all-in-one platform for hospitality businesses to automate and optimize every aspect of their operations. With purpose-built technology, industry-wide expertise, and an R&D team of 200+ engineers, Guesty ensures that hospitality businesses can streamline and achieve growth, while delivering the best value to guests. With a complete suite of features and 150+ industry partners, including major booking OTAs like Airbnb, Vrbo, Booking.com, Tripadvisor, Expedia, Hopper, Google Travel, and many more, Guesty is transforming the hospitality industry with innovative solutions.

Today, Guesty has 15 offices and 700+ team members across the globe.

Responsibilities:

• Engage customers, particularly at the decision maker level, positioning Guesty as a long-term trusted advisor
• Lead the professional services team (20-30 global resources) through successful delivery of high-impact implementation projects across Guesty’s platform of solutions- serving as the executive escalation point for delivery engagements.
• Build and lead a team of general product experts, as well as, domain specialist implementation managers and team leaders across North America, EMEA, and APAC.
• Manage efficient design and delivery of deployment methodologies for scaled (SMB), high touch (Mid-Market), and customized (Enterprise) implementation processes, evolving as needed for customers to achieve their business goals.
• Ensure smooth internal team handoffs, from involving Solutions Architects in pre-sales for large strategic enterprise customers to collaborating with Customer Success post-implementation, all aimed at helping customers achieve their business goals
• Expand overall capacity and value creation by managing executive relationships with implementation partners to deliver quality customer projects
• Inspire teams to achieve their best work while ensuring ongoing professional development and skill enhancement programs for team members
• Own resource utilization, process improvement, quality, and workforce planning to drive optimal productivity, manage ongoing backlog, and ensure the efficient deployment of our team to enable predictable operations and accurate forecasting
• Act as owner of customer onboarding CSAT, ensuring front line customer teams are engaged and enabled around core use cases that drive value capture while handing off to the Guesty Customer Success team
• Gather feedback from implementing customers and deliver insights back to innovation teams to ensure solutions are meeting customer needs
  
  

• Minimum of 5+ years in Professional Services leadership roles, with experience in SaaS platforms.
• Demonstrated track record of growing a business, developing a strong strategy, hitting delivery milestones, financial targets, and customer satisfaction goals
• Experience managing professional services delivery for a product company (SaaS preferred)
• Experience managing global professional services teams and congruently delivering implementations across a variety of services models.
• Cross-functional collaborator who builds strong working relationships with sales, strategy, customer success, support, product and R&D teams.
• Entrepreneurial growth mindset, data driven and passion for business.
• Track record of effectiveness in a fast-growing organization.
• Proven ability to lead distributed, high-performing teams.
• Demonstrated ability to develop customer relationships
• Ability to navigate customer and internal relationships for win/win outcomes
• Travel up to 10-20% for customers and leadership meetings.