Senior Director, Customer Services

Denodo; Paris; Hybrid; EUR 150,000 - 190,000; Full time

Job summary

Denodo seeks a dynamic leader to shape its consulting and support organization across Europe, the Middle East and Africa. You will manage the regional team, engage with customers and partners, and mentor staff while driving commercial objectives.

Based in Paris, Munich, or Madrid, you will develop strategic plans, align offerings with client segments, and oversee delivery of consulting and support services, ensuring financial targets and a first-class customer experience.

Qualifications

• University Degree in information systems or computer science
• Fluent in English with ability to interact with technical and business counterparts; additional languages a plus (French, German, Italian, Spanish)

Responsibilities

• Develop strategic plans to build and evolve Denodo’s transformational service offerings in EMEA
• Align service offerings with customer segmentation, including value positioning, scope of services, collateral and pricing
• Lead delivery of consulting and support services to our customers, overseeing resource management, project delivery and operational success metrics
• Be accountable for services financial goals and metrics, including bookings, revenue, gross margin and utilization
• Own operational metrics, such as time-to-value, customer satisfaction and on-time completion of projects
• Build and scale EMEA service operations (people, process, systems and tools) to deliver a best-in-class customer experience
• Advocate for appropriate use of services, assisting Sales and Customer Success with selling and serving as an executive sponsor
• Support implementation of partner strategy and ecosystem with global network of certified partners
• Build out teams in multiple office locations across EMEA, hiring talent at various levels

Skills

Leadership

Strategic planning

Client relationship mgmt

Communication

English fluency

Travel up to 40%

Education

Bachelor’s or Master’s in information systems or computer science

Job description

Denodo has been made aware of a job scam involving bad actors impersonating Denodo. The relevant authorities are investigating this situation. Denodo’s available job openings may be found here: Vacancies . Denodo does not recruit through messaging channels such as WhatsApp or Telegram.

Denodo is a leader in the data space with an award-winning platform for data integration, management, and delivery. To match the depth and breadth of our growing customer base, we are looking for a dynamic, thoughtful, and results-oriented leader to shape the evolution of our consulting and support organization in Europe and the Middle East (EMEA).

This transformational role will have functional responsibilities in Customer Success and coordinate with leadership in Sales, Product Management, and with Partners to increase and advance the adoption of our platform in the European market. There are strategic and tactical aspects to skillfully balance the different priorities and goals, both internally and externally.

In this unique role, you will be a critical contributor to the overall success and future growth of Denodo to manage the regional team, interact with customers and partners, mentor and grow new and existing staff, and deliver on commercial objectives.

The person can be based in Munich, Madrid or Paris.

Job Responsibilities & Duties

• Develop strategic plans to build and evolve Denodo’s transformational service offerings in EMEA
• Align service offerings with customer segmentation, including value positioning, scope of services, collateral and pricing
• Lead delivery of consulting and support services to our customers, overseeing resource management, project delivery and operational success metrics
• Be accountable for services financial goals and metrics, including bookings, revenue, gross margin and utilization
• Own operational metrics, such as time-to-value, customer satisfaction and on-time completion of projects
• Build and scale EMEA service operations (i.e., people, process, systems and tools) to deliver a best-in-class customer experience while building effective and efficient delivery methodologies
• Advocate for the appropriate use of services, assisting Sales and Customer Success with selling and serving as an executive sponsor to our strategic customers
• Support the implementation of the partner strategy and ecosystem in collaboration with our Partner Sales and Success/Delivery teams to maintain a global network of certified partners that deliver with consistent quality
• Build out teams in multiple office locations across EMEA, hiring talent at various levels (from campus / new hires to senior, experienced profiles)

Desired Skills & Experience

• University Degree in information systems or computer science (Bachelor or Masters)
• Fluent in English, demonstrating excellent verbal and written communication skills to be able to interact with technical and business counterparts. Ability to speak at least one of the following languages (French, German, Italian, Spanish) will be a plus.
• Demonstrated and progressive experience managing, leading and delivering professional services across multiple functions (consulting, implementation, training, project management) and with partners
• Proven experience building and leading a team of 25+ people in fast-paced, growing company
• Defined examples of including services in a subscription-based business model, delivering on-premises and SaaS solutions
• Demonstrated experience building and scaling a professional services business with accountability for financial targets
• Experience in different areas of the data management ecosystem (storage, compute, governance, development, etc.)
• Ability to travel up to 40%

Denodo is an equal opportunity employer and prohibits discrimination and harassment of any kind. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by applicable law. Denodo will provide reasonable accommodation to employees who have protected disabilities in accordance with applicable law.

We do not accept resumes from headhunters or suppliers that have not signed a formal fee agreement. Therefore, any resume received from an unapproved supplier will be considered unsolicited, and we will not be obligated to pay a referral fee.