VP of Technical Services & Support (Remote US) – Bloomreach

22% 1-Year Employee Growth Rate | 32% 2-Year Employee Growth Rate | LinkedIn | $97M Venture Funding

What Is Employee Growth Rate & Why Is It Important?

Bloomreach is the leader in commerce experience™. Our flagship product, brX, is the only digital experience platform that utilizes the full spectrum of commerce data, from product to customer, alongside content management capabilities, and AI-driven search, merchandising, and personalization in one flexible, API-first platform. We serve over 700 global brands including Albertsons, Staples, Bosch, Puma, FC Bayern München, and Marks & Spencer, and power $200 billion in digital commerce experiences annually.

Our mission for our team is to make careers at Bloomreach the most impactful professional experience of people’s lives. Bloomreach is committed to a diverse and inclusive workplace. At Bloomreach we have created a safe space and actively encourage Bloomreachers to bring their whole selves to work, embracing what makes each person in our company unique.

For more information, visit Bloomreach.com, follow us on Twitter @Bloomreach_tm, or on LinkedIn at http://www.linkedin.com/company/bloomreach.

Introduction

The Vice President, Technical Services & Support represents a key role on the executive leadership team, responsible for building and growing a nationally recognized digital commerce solutions Consulting Services practice. The individual in this role will serve as a visible and visionary industry thought leader on digital commerce and innovation, directly with clients as well as in public facing forums and provide the strategic vision and lead service delivery for our growing Professional Services organization. Reporting to the Chief Operations Officer, you will develop strategies and operations to deliver best-in-class technical consulting services for our customers. You will not only be a strategic, innovative thinker, but someone who has proven they can execute year after year. It is essential that you have a strong affinity for client service and consulting. You will chart the course for rapid expansion of this team’s capabilities to deliver extended productized development services for our core offerings, in alignment with Bloomreach’s overall growth plan.

Bloomreach clients trust us to help them create and execute concrete plans to accelerate their e-commerce businesses. Here’s how we do it:

• We relate their strategic challenges, plans and goals to Digital Capability
  Roadmaps extending from our core offerings
• We identify our digital solutions that match key capabilities that clients need to create or improve to drive their e-commerce business
• We enable the group dynamic that leads to smarter investments in
  commerce capabilities with thoughtful business cases, solution
  implementations and extended development plans by positioning our client technology leaders to serve as innovation champions within their
  organizations
• We help them build Innovation of “Digital First” Capabilities – the ability to
  govern and manage their e-commerce business better, implement extended capabilities, and operate digital assets–leading to a more automated commerce system, faster
• We support successful development and implementations of Bloomreach’s core offerings through the power of curating best practices, facilitating user groups, providing tools to align stakeholders, and benchmarking results
• We deliver our work with our proprietary platform that’s purpose-built for
  innovation teams to build and manage their enterprise-wide digital
  commerce portfolios

Responsibilities

• Partner closely with Sales, Success, Product & Engineering and Solutions
• Engineering to define customer adoption, growth and success strategies
  aligned to Bloomreach business objectives
• Work with Bloomreach’s leadership to define professional services offerings, manage future strategy and direction for the professional services practice
• Lead the business and operational elements of the Professional Services
  team – from services sales to business investments to revenue and customer consumption
• Establish a strategic roadmap to scale professional services including, new and updated services offerings, resourcing, team enablement, project governance and sales and delivery oversight
• Retain customers and identify opportunities to expand scope of work
• Work closely with product and engineering in delivering customer feedback and prioritized requests for product development.
• Build, hire and manage a range of professional service and support teams
• Work with leadership to identify and implement metrics to track success,
  ensuring phases across pre-sales, sales, delivery and post-delivery are
  successful and drive revenue through hitting goals
• Deliver implementation, on boarding, integration, consulting, and ongoing
  technical services and support to help customers realize the full potential of Bloomreach’s products.
• Manage, coach, and mentor existing team of client facing technical
  consultants and support engineers who are passionate about service and
  client success

Your best use case…

• Being a thought leader, possessing deep understanding and perspective
  on the ever-changing e-commerce and digital landscapes
• Developing and maintaining deep relationships within the commerce
  partner systems network, having proven success building or significantly
  growing a professional services or innovative e-commerce services
  business
• Establishing credibility in the digital commerce ecosystem
• Driving revenue and managing a practice with a focus on metrics which
  translates into financial success for the organization
• Having a track record of success mentoring and developing a team of high performers to tap their potential and maintain a high level of engagement
• Relish “skipping levels” between teams to identify best practices, solidify performance and provide open communications channels

The ideal candidate has

• 17+ years in a professional service environment with a focus in e-commerce platforms, Site Search, SEO, Personalization, Merchandising, CDP and cloud solutions
• Consultant and mentor with deep experience in e-commerce, and Cloud
  Infrastructure
• 8+ years of leadership experience, managing a global PS team in a high
  growth, startup environment
• Ability to combine entrepreneurial spirit, business, technical and customer
  interfacing skills
• Proven success in building teams from scratch with a focus on optimizing
  performance, engagement, and productivity
• Proven experience designing, developing, and delivering a new technology service offering
• Executive level communication with customer facing experience with major enterprise Retail, Brand or B2B commerce clients and confident in
  presenting both technical solutions and business impact
• Proven and consistent track record of building teams and delivering
  customer engagements
• Strong program, project, and process management skills; preferably project management certified

Tagged as: 201-500 Employees, Venture Funded