Leader of Launch Success

US-MA-Framingham
Category
Customer Success
Type
Regular Full-Time

The Company

Globoforce is a leading provider of social recognition solutions, helping companies build stronger, more human cultures through the power of thanks. Named one of the Best Workplaces by the Great Place To Work® Institute, Globoforce is trusted by some of the most admired companies in the world to inspire and energize employees and create best places to work. Our award-winning SaaS technology and proven methodologies empower HR and business leaders to take a modern, more strategic approach to recognition programs. What results is measurable business success, qualified by increases in employee engagement, retention and productivity. The company pioneered the WorkHuman movement, created to galvanize organizations and leaders worldwide to create a more human workplace. Globoforce is co-headquartered in Framingham, Massachusetts, and Dublin, Ireland.

 

We have a vision to help build the best, most admired company cultures in the world. It starts with our own culture. If you work with us, you’ll be inspired by your colleagues, delighted by our customers, and driven by our collective energy and momentum… because at Globoforce, we all understand that we’re part of something big.

 

Our best practices and technology are at the heart of the world’s most successful worldwide recognition programs. Recently named Great Place to Work 2016, Digital Technology Company of the Year (Irish Software Association, 2015), as well as named one of the Top Places to Work in Massachusetts (Boston Globe, 2015), Globoforce continues to impact and transform the fundamental nature of organization’s cultures around the globe.

 

Unlock full potential. Celebrate positive moments, every day. We at Globoforce, make workhuman.

The Job

This role is a team leader role for the Launch Success Team and one of the most important jobs in the company.  We don’t believe in implementing clients – we launch them.  Launch effectiveness and positivity is one of the key success factors in building a culture of recognition and this role is at the forefront of that effort.

 

The Leader, Launch Success will lead a team of Launch Success Managers in efficiently and effectively launching all customers. Launching customers includes managing the onboarding, design and change management plans for client programs on our propriety awards platform by supporting all direct reports and other company SME’s in launching best-in-class recognition solutions.

 

This is an exciting opportunity for an experienced leader who has broad expertise leading launch teams, has enterprise account management experience, understands what it takes to deploy enterprise software (preferably in a SaaS environment), is well-versed in cross team coordination, has relationship management expertise building lasting relationships with customers and is a strategic thinker.

 

The position will report to the Director, Customer Success.

Responsibilities, Skills & Qualifications

MAIN DUTIES & RESPONSIBILITIES:

  • Lead a growing launch team responsible for launching all corporate and enterprise clients on our proprietary SaaS platform
  • Deliver best in class recognition solutions:
    • Agree adoption goals and ensure the team is both aware of and delivering against these ongoing
    • Operate a risk analysis for all upcoming client launches
    • Identifying efficiencies and standardization opportunities, driving towards operating a best in class SAS solution launch process
    • Ensure SFDC is always up to date with all launch activity
    • Train team for optimization in all live meetings – both pre-sales activity and launch meetings
    • Demonstrate strategic value by understanding the clients within the launch team including their ambition for recognition and effectively guiding and directing each LSM to help their clients embrace a best practice program design and communication strategy
    • Support/lead on-site presentations to client, often including presentations to a large group of senior project stakeholders
  • Maximize the performance of the launch team:
    • Manage the training and development for all direct reports
    • Manage the resource planning for the launch team, including interviewing new team members as needed
    • Develop and execute a training curriculum for ongoing education of each LSM with formal certification, as needed
    • Review the work load calculation data to optimize efficiencies within the team
  • Relationship Building
    • Build strong relationships with all clients within the launch process
    • Serve in a highly visible, client-facing role which requires excellent oral and written communication skills
    • Build strong relationships with leaders from across the company
    • Work with IT and Product leaders to ensure
      • our product launch process is smooth, efficient and drives customer adoption
      • our launch tools are streamlined and operationally efficient for the launch team’s use
  • Strategic Thinking
    • Be an expert in our company messaging and be able to have senior level conversations concerning the benefit and impact of global strategic recognition including sighting results attained and example stories regarding other clients serviced by Globoforce
    • Maintain detailed knowledge of Globoforce’ s products and services
  • General
    • Manage special projects as needed

 

REQUIRED SKILLS AND EXPERIENCE:

  • Demonstrated experience leading launch teams deploying enterprise SaaS platforms
  • Experience managing fast paced client teams
  • Demonstrated experience delivering exceptional customer relationship management skills
  • Ability to perform comfortably in a fast-paced, high-intensity, deadline-oriented work environment
  • Ability to achieve results by effectively communicating with other groups and collating action plans for customers in large organizations
  • Demonstrated experience analyzing trends and customer metrics and delivering recommendations to drive additional success for customers
  • Exceptional oral and written communication skills required to document and communicate with internal and external resources
  • Ability to work in a seamless team with field sales, technical, marketing and operations personnel
  • Strong organizational skills with attention to detail required to ensure accuracy and effective execution
  • Demonstrated project management skills in managing solutions for Fortune 500 customers
  • Ability to work independently as a self-starter
  • Excellent follow-up skills with great attention to detail
  • Ability and comfort in chairing on-site live meetings and virtual webinars to large groups of people either customer facing or internal in nature
  • High energy and positive ‘can do’ attitude
  • Ability to travel approximately 30% of the time

 

QUALIFICATIONS

  • Bachelor’s Degree
  • Proven management skills
  • Minimum 10+ years of business experience with a demonstrated ability to deploy best in class SaaS platforms for large complex Fortune 500 customers
  • Proficient in SalesForce.com, Microsoft Project, and Microsoft Office

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