Head of Professional Services
Humanforce, Australia
Job Description
Who are we
Humanforce provides the market leading, employee-centered, intelligent, and compliant HCM suite for frontline and flexible workforces, offering highly configurable, best-in-one WFM, HR and Payroll - without compromise. Humanforce was founded in 2002 and has built strong foundations with our 2300-strong customer base and over 600,000 users across a wide range of industries, including aged care, childcare, hospitality, retail, local government and more. Today, we have offices across Australia, New Zealand, and the United Kingdom.
Our vision is to make work easier and life better by focusing on the needs and fulfilment of frontline workers, and the efficiency and optimisation of businesses. Humanforce solutions are designed to help clients drive engagement and productivity for their frontline workforce, with an intelligent, cloud-based platform for employers and managers, and a user-friendly mobile app, specifically designed for employees in their flow of work.
We are on a mission to deliver an exceptional employee experience for workforces by offering a compelling employee value proposition and great work effectiveness.
The Team
Humanforce is growing and is on the hunt for an exceptional Head of Professional Services to work closely with the CEO that will drive our global go to market strategy for professional services, implementation consulting and project management.
Who you are
You will be an advocate for our customers and ultimately drive our engagement strategy to help them define what success looks like and realise time to value as quickly as possible. #wearecustomerobsessed
You’ll have responsibility for finessing our existing processes and bringing your deep domain expertise to ensure our approach to professional services and implementations is best in class!
What you will do
- Lead services leadership - managing customers, team members, partners, and internal stakeholders.
- Own the customer experience
- Work towards achieving KPIs such as implementation targets, time to value, revenue and profitability, CSAT, Implementation SLA’s among others
- Develop and execute strategies to optimise the efficiency and effectiveness of the Professional Services team
- Build and maintain strong relationships with customers understanding their needs and ensuring the team delivers high-quality services that exceed expectations.
- Be pivotal in cross-functional leadership and collaboration to drive business results.
- Act as escalation point of contact for all services-related matters.
- Drive high standards of compliance with methodologies, tools, and practices
- Ensure adherence to published policies and procedures internally and externally
Responsibilities
- Strong knowledge of professional services delivery and project management practices
- Industry knowledge and domain expertise from HCM, WFM, HR or Payroll
- Excellent interpersonal skills at all levels, including people management, leadership and both written and verbal communication skills
- Ability to grasp the requirements of customers and ensure they are addressed through engagements.
- Solid business acumen that helps drive and support sales initiatives
- You understand product development lifecycle and have experience of collaborating with product teams
- You’re able to adapt in cross-cultural work environments and multi-cultural environments, we’re rapidly growing, and collaboration is crucial our growth
Our values
- We are bold
- We are all in
- We are customer obsessed
- We do what we say
- We are good Humans
We are Humanforce
Our approach to flexibility
We are passionate about people making their own decisions about where and when they work. Our aim is to facilitate hybrid working (mix of in the office and from home) where possible to support our people to be effective, empowered, and productive to achieve both their career and personal goals. Because we recognise that working flexibly means different things to different people, flexible working exists in many forms.
Benefits
- A flexible working environment
- The opportunity to be part of a fast-growing tech company
- A focus on development with access to LinkedIn Learning
- Paid parental leave and Quarterly Wellbeing Days
- Access to our own financial wellbeing app including cash back perks and access to earned wages
- Employee talent referral scheme (know great people, be rewarded)
- A fun and friendly culture working with passionate and talented people
- A work environment where you can genuinely improve