Professional Development Manager – Customer Success EMEA (f/m/x)

Our mission is to continuously provide leadership, capabilities and experience to support the total Opportunity Lifecycle in driving more business for DxP Services. We strive to accomplish this with people development, field enablement and industrialization of more efficient tools and processes.

As Professional Development Manager, your mission is to develop Customer Success Professionals who are experts in our clients’ business, in our solutions, approach and methodologies, who possess and apply superior consultative skills that are required to affect transformative changes for our clients, and who have the leadership and self-initiative to drive value definition and attainment in complex and challenging engagements.

In this role, you will be responsible for leading a team of 15 to 25 Consultants that work with some of the largest brands in the world to implement and fulfill the vision of DxP Services, as well as managing the development and ensuring the employee satisfaction of your team. You will also be responsible for partnering with DxP Services’ sales and pre-sales teams to align pre-sales expectations and develop the right engagement model, then to define the implementation scope and plan for that business solution.

This important role must keep hands-on direct experience in the business. To that extent, besides being a team leader for 80% of your time, you will be responsible for your team’s Invoiceable Utilization, inclusive of your own, such that as a manager, you can actively and directly contribute to the bookings, revenue and profitability objectives of the ISU. This role reports to the EMEAI Professional Development Lead.

1. People wise:
2. Lead and manage a team of 15 to 25 Consultants with a blend of junior, medium and senior levels.
3. Mentor and guide your team in the different aspects of the Professional Services area, such as opportunity engagement/support to, project management, delivery, relationship management, risk mitigation and communication.
4. Continuously assess and take the appropriate actions to improve and sustain employee morale, satisfaction and motivation to contribute to the overall team and to DxP Services success.
5. Attract, hire, and retain talents: onboard and mentor new team members, drive and support the ongoing professional skills development of existing employees. Define and implement meaningful and attractive individual Development/Career Paths for your team members.
6. Enable and drive Personnel Development (Individual Development Plan and Goals, Planning, Execution of it, Contribution Goals Setting, Quarterly Goals Check in, Corrective Actions, Mentoring and In-Project Coaching, Global Experience Planning, Performance Feedback Process).
7. Set realistic short and long-term goals and manage effectively to accomplish those goals.
8. Handle personnel management responsibilities, such as hiring, goal setting, performance reviews, HR issues, etc. for your team.
9. Client wise:
10. You will contribute to DxP Services strategy by ensuring that each member of your team is adequately trained and mentored to perform his current role and to rapidly become fluent and experienced in the new DxP Services growth areas, such as they have an increased personal impact on both Business Development and Delivery.
11. You will also ensure use of standard Customer Satisfaction surveys and analysis to continuously optimize delivery set-up and related people skills.
12. You will contribute to improve DxP Services overall business quality, reputation and thought leadership by promoting and driving knowledge sharing, as operationalized by other DxP Services initiatives in this field.
13. Engage with customer executives, serve as customer’s trusted advisor and escalation point when necessary.
14. DxP Services Customer Success wise:
15. You will directly contribute to DxP Services Customer Success business performance by driving development of your team such as we can leverage a more flexible resource pool and make better use of available staff and skills.
16. Ensure that the long-term utilization for your team is maintained to the ISU goals or higher, and ensure alignment of the middle-long term business view of Market/ISU leads with the current skills and development plans of your team.
17. Participate in Business Development activities.

• Mobility package (company car, fuel card or similar).
• Annual commission.
• Remote working.
• Health programme - support for depression, addictions, bereavement etc.
• Lunch allowance.

• 7 years of experience in the Enterprise Software space working directly with customers at DxP Services or comparable organizations.
• Passion for mentoring, coaching, and developing people. Readable experience in leading and developing people, for example in project/program management role or as a technical lead.
• Strong written and verbal communication skills including C-Level presentation experience. Effective internal, external, and peer communicator.
• Interacts directly with Executive team members and customer contacts as needed.
• Ability to understand enterprise software products, and talk fluently about products/solutions to non-technical users and buyers.
• Thrive in a high-growth and fast-paced work environment with matrix and multi-cultural organizations.
• Demonstrated track record of driving departmental/cross-functional initiatives.