Director, Expert Services

As the Director of Expert Services at AppOmni, you will be primarily responsible for building and managing the OmniWatch services function, ensuring the successful delivery of professional and managed security services. This includes spearheading strategic service development, financial planning, operational oversight, and maintaining strong customer relations to enhance service quality and drive customer satisfaction.

To excel as the Director of Expert Services at AppOmni, candidates should have over 7 years of experience in building and leading professional security services teams, particularly in the SaaS or technology sector. A deep technical understanding of SaaS security architecture is essential, coupled with strong leadership and communication skills to manage high-performing teams and foster customer relationships.

Success in the Director of Expert Services role at AppOmni is defined by your ability to drive the OmniWatch service's profitability, customer satisfaction, and team performance. Achieving P&L targets, successfully launching innovative service offerings, and maintaining efficient service delivery while fostering a strong collaborative team environment are critical indicators of your success.

Candidates for the Director of Expert Services role at AppOmni ideally possess experience with leading SaaS platforms like Salesforce or Microsoft 365. Familiarity with AppOmni's SaaS Security Management Platform is also highly desirable, as it showcases your ability to leverage specific tools and technologies essential for the role's responsibilities.

The work culture at AppOmni is driven by a commitment to excellence, collaboration, and continuous improvement. As the Director of Expert Services, you will contribute to a positive team environment focused on innovation and customer-centric approaches, with an emphasis on work-life balance and professional growth opportunities.

To build and manage a successful services team at AppOmni, I'd focus on recruiting top talent, fostering an inclusive culture, and emphasizing continuous learning. Establishing clear goals and metrics will guide performance. Promoting collaboration with other departments and ensuring open communication will enhance team cohesion and effectiveness.

In a leadership role, I approach financial planning by setting clear revenue targets and expense forecasts, regularly analyzing performance through key financial metrics. It is vital to create operating budgets that align with strategic service offerings while proactively identifying areas for cost optimization and revenue growth.

Yes, during my previous role, I led a service launch that involved market research and competitive analysis. By collaborating with sales and product teams, we developed a service that closely aligned with customer feedback, leading to a successful roll-out that exceeded initial adoption forecasts by 30% in its first quarter.

Key performance metrics should include service delivery timelines, customer satisfaction ratings, project profitability, and team performance. Metrics like Net Promoter Score (NPS) and client retention rates are crucial to assess how our services are viewed and the effectiveness of our customer engagement strategies.

To ensure high-quality delivery, I implement robust project management methodologies alongside regular progress tracking. This involves setting clear milestones, maintaining open lines of communication with project teams, and quickly addressing any challenges that may impede progress, all while reinforcing a culture of accountability.

To stay updated with trends in SaaS security, I engage in continuous learning through industry publications, attending webinars, and participating in conferences. Networking with other professionals in the field and being an active member of relevant associations help me stay informed about emerging challenges and solutions.

In a previous position, I spearheaded a customer feedback initiative that involved direct surveys and interviews to understand pain points. By addressing specific concerns identified, we enhanced service offerings leading to a remarkable increase in customer satisfaction scores, making us a preferred vendor.

My leadership style emphasizes collaboration and empowerment. I believe in fostering an inclusive atmosphere where team members feel valued. This aligns well with AppOmni’s culture of trust and excellence, and it encourages open communication and innovation, leading to greater productivity and morale.

Dealing with a dissatisfied customer involves active listening, acknowledging the issue, and collaboratively developing solutions. My focus would be on understanding their concerns, maintaining open communication, and ensuring that corrective actions address the root cause, ultimately rebuilding trust and satisfaction.

I have hands-on experience with several SaaS security management platforms, having utilized their capabilities to assess security posture and develop compliance strategies. I am familiar with AppOmni's solutions, recognizing their strengths in providing visibility and control, which I can leverage to guide teams effectively.