Services Director - Americas

Description

Our mission:

Cellebrite’s (Nasdaq: CLBT) mission is to enable its customers to protect and save lives, accelerate justice, and preserve privacy in communities around the world. Cellebrite is a global leader in Digital Intelligence solutions for the public and private sectors, empowering organizations to master the complexities of legally sanctioned digital investigations by streamlining intelligence processes. Trusted by thousands of leading agencies and companies in more than 140 countries, Cellebrite’s Digital Intelligence platform and solutions transform how customers collect, review, analyze and manage data in legally sanctioned investigations.

What is your mission?

As a Services Director, you will be accountable for service delivery in your region including solution delivery (deployments), customer onboarding & workshops, and professional services. You will work closely with your sales, presales, CSM, & support peers to align on customer needs and provide regional sync. Additionally, you will be part of the Global Services staff and, as such, be responsible for our offering, R&Rs with other stakeholders, processes, and programs. Our group will be focused on delivering the value of our solutions to our users while maintaining high operational excellence and championing customer satisfaction.

Responsibilities

• Service Delivery & Solution Deployment
• Oversee and ensure successful delivery of services in your region, including customer onboarding, workshops, and paid service engagements.
• Lead regional teams to deliver high-quality services within agreed timelines and budgets.
• Manage escalations related to service delivery, ensuring that issues are resolved promptly and with a focus on customer satisfaction.
• Act as the point of contact for critical customer projects, ensuring that all service-level agreements (SLAs) are met.
• Draft/Review/Approve of SoWs for custom services in your region
• Approve quotes with customized services
• Cross-Functional Collaboration
• Partner with Sales, Presales, CSM, and Support teams to ensure alignment on customer needs, sales opportunities, and post-sales service execution.
• Work with the sales team to define customer requirements, clarify scope, and identify potential service opportunities during the pre-sales process.
• Facilitate seamless handoff between sales and services teams, ensuring smooth transitions throughout the customer lifecycle.
• Hand over of account activities post sale to the relevant stakeholders including CSM, TCS and any other relevant interface.
• Collaborate with the Customer Success team to ensure customers are realizing value post-deployment and to drive renewals, expansion, and long-term satisfaction.
• Regional Management & Operations
• Oversee the day-to-day management of the Services team within the region, including resource allocation, staffing, and project prioritization.
• Develop and implement regional operational plans that align with the overall business goals and Global Services strategy.
• Monitor and report on key performance indicators (KPIs) for the region, including project delivery timelines, customer satisfaction, and financial metrics.
• Ensure that all regional services adhere to company policies, quality standards, and best practices.
• Process Improvement & Offering Development
• Participate in the design and refinement of services processes and methodologies across the global services organization.
• Lead initiatives to improve operational efficiency, reduce costs, and improve service delivery outcomes within your region.
• Ensure the region consistently follows and adheres to Global Services programs, tools, and templates.
• Contribute to the continuous improvement of the global services portfolio, offering feedback and insights based on regional needs and customer feedback.
• Team Leadership & Development
• Lead, mentor, and develop the regional services team, fostering a high-performance culture focused on human-first approach
• Seek for training and skill development programs to continuously improve the technical, operational, and customer engagement capabilities of the services team.
• Build strong relationships with employees, partners, and stakeholders to ensure a motivated and aligned team.
• Customer Relationship Management & Satisfaction
• Champion customer satisfaction by driving proactive engagement, setting clear expectations, and managing customer relationships throughout the engagement lifecycle.
• Analyze customer feedback and collaborate with the Global Services and Product teams to refine the service offering and resolve any potential gaps in the delivery model.

Required Skills and Qualifications:

• Experience & Education
• Bachelor's degree in Business, Science, Technology Management, Engineering, or a related field.
• 5+ years of experience in service delivery, professional services, or technical leadership role, ideally within the technology or public sector industry.
• Proven track record of successfully managing service delivery teams and customer projects.
• Extensive experience working with public sector clients (government, millitary, etc.) and understanding of their unique requirements.
• Technical & Operational Expertise
• Strong understanding of IT solutions, software deployments, and technology implementation services.
• Expertise in project management, with a deep understanding of project lifecycle management, risk management, and budgeting.
• Familiarity with professional services tools, methodologies, and frameworks (Salesforce, Monday, and Gainsight are a plus).
• Strategic & Business Acumen
• Strong business acumen, with the ability to drive revenue through service engagements while managing costs and maintaining operational efficiency.
• Ability to develop and implement long-term strategic plans that align with business objectives and customer needs.
• Analytical mindset with the ability to interpret data, create reports, and make data-driven decisions to improve service delivery.

Requirements
None

Personal Characteristics
None