Consulting Services Manager

RecordPoint is a data and information lifecycle management SaaS product designed to give highly-regulated organizations a competitive edge through safer, more secure, and better-managed data. We're a disruptor in our industry, set apart from competitors by our cutting edge technology and innovation-first mindset. 

Our global customer list includes top-tier brands and government agencies like the City of New York, Westpac, National Australia Bank (NAB), Australian Prudential Regulation Authority (APRA), Security Benefit, Cupertino Electric, Australian Securities & Investments Commission (ASIC), Transport for NSW, Ausgrid, Pacific Gas & Electric (PG&E), and Delaware Life.  

But there's more to us than the what we do — like the who behind it all. Team RecordPoint is made up of 100+ tech-driven professionals at the top of their respective fields. Together, we foster a supportive, collaborative and transparent environment, collectively working toward the singular goal of continuously doing better.  

While we've got all the perks you'd expect — think truly flexible work arrangements, generous paid parental leave, 4 weeks annual leave and Employee Share Options — you might find that the greatest benefit of all, is the team you join. 

Scope:

We are seeking an experienced Services Manager to lead and elevate our Professional Services function, seated within the Customer Experience organisation. This role is pivotal in executing a strategy that ensures the effective and efficient delivery of complex services engagements and maintains a focus on a holistic customer experience that produces long-term customer health and satisfaction outcomes. You will oversee all aspects of service delivery, align with organizational goals, and champion customer-centric practices to ensure our clients realise the full value of RecordPoint throughout their customer journey.

• Bring strategic leadership to the consulting team, you will be responsible for driving a customer-centric approach to the way we operate.
• Managing the operations of the consulting arm, from budget and capacity to delivery standards and customer value realisation.
• Champion a customer-first philosophy, driving initiatives that enhance overall customer experience and satisfaction.
• Build and maintain strong relationships with key enterprise clients, acting as an escalation point, and trusted advisor and ensuring alignment with their strategic objectives.
• Developing and maintaining a team of high-performers with a current, forward-facing and growing skillset.
• Empower the Customer Experience Team and the business through cross-functional collaboration with all arms of RecordPoint.
• Continually evaluate, improve and automate processes and ways of working for our consulting practices.
• Measure and report on the key metrics that drive customer value and success.
• Manage the risk and have financial oversight of the department and major strategic projects.

• Develop and execute on a Services strategy that prioritizes the holistic customer experience alongside effective and efficient service delivery
• Oversee the day-to-day operations of the Services division, ensuring timely and high-quality delivery of complex engagements tailored to client needs
• Partner with Sales, Enablement, Customer Success, and Product teams to ensure alignment of service offerings with customer expectations and organizational goals
• Design and implement frameworks, best practices, and tools to improve service delivery and ensure consistency across engagements
• Establish metrics to evaluate the success of engagements and customer satisfaction, using insights to refine strategies and improve outcomes
• Proactively identify risks to service delivery and customer satisfaction, implementing mitigation strategies as needed
• Manage the Services budget, driving revenue growth and ensuring operational efficiency
• Lead, mentor, and develop a high-performing team of Services Consultants, fostering a culture of collaboration, innovation, and excellence

• 10+ years of experience in professional services leadership within the B2B SaaS industry, preferably in the data privacy, security or compliance sectors.
• Bachelor’s degree in Business, Information Technology, or a related field; MBA or advanced degree preferred.
• Strategic Vision: Ability to design and implement strategies that integrate customer success and service delivery for maximum impact
• Customer-Centric Leadership: Deep understanding of customer needs and the ability to align organizational goals with customer outcomes
• Team Leadership: Proven success in building and leading high-performing, cross-functional teams.
• Operational Expertise: Expertise in optimizing service delivery processes to improve efficiency and consistency
• Analytical Acumen: Ability to leverage data and insights to measure performance and inform strategic decisions
• Technical Proficiency: Strong understanding of SaaS platforms and their implementation within enterprise environments
• Exceptional Communication: Strong written and verbal communication skills, with the ability to influence and engage stakeholders at all levels
• Financial Management: Experience in managing budgets and driving revenue growth

• Fast-growth Australian-owned company
• Flexible work environment and a strong focus on work-life harmony
• Innovation is our way of life
• Personal Development budget for all staff
• Access to Employee Stock Ownership Plan
• A brilliant graduate program that provides both mentoring and growth opportunities for all
• Work on a product that makes a real social-good impact on the world
• Global opportunities!

Know more:

By checking us out on all the usual platforms, and especially our About Us https://www.recordpoint.com/about

or our Life at RecordPoint blog: https://www.recordpoint.com/blog/what-its-like-to-work-at-recordpoint 

How to apply:

Click the 'apply now' button send us your CV.

RecordPoint is an equal opportunities employer.

We offer a fast-paced, dedicated and enjoyable environment, working with some of the best people in the industry.

If you want to know what to expect from a RecordPoint application process, read more here: https://www.recordpoint.com/careers

No recruiters please, we've got this one covered.

You will need to pass a police background check to be eligible for employment at RecordPoint.