Full-Time Director of Sales Engineers

Automattic for Agencies (A4A) helps agencies and developers succeed with WordPress tools, hosting, and support.

As a senior leader, you'll partner with executives to make A4A a market leader in agency solutions.

Key Responsibilities:

1. Develop and communicate the long-term vision for Sales Engineering, aligning with A4A's objectives.
2. Improve Sales Engineering processes, creating industry-leading customer engagement and success practices.
3. Lead and mentor a Sales Engineering team to achieve goals, fostering a collaborative, inclusive global team.
4. Provide coaching, feedback, and development opportunities to team members.
5. Scale the Sales Engineering team by identifying skill gaps, recruiting talent, and optimizing team structure.
6. Support Sales Engineers in consultative sales approaches to convert agencies.
7. Ensure exceptional onboarding experiences, equipping agencies with success tools.
8. Drive initiatives to retain SMB customers and maximize lifetime value (LTV).
9. Advocate for agency customers, influencing product roadmaps and priorities based on feedback.
10. Define and track key performance metrics for the team.
11. Oversee efficient workflows for customer acquisition, onboarding, support, and retention.
12. Collaborate with Sales Engineers to resolve issues and escalate systemic challenges.
13. Lead cross-functional initiatives to innovate customer strategies, ensuring alignment.
14. Represent the Sales Engineering team in discussions about product improvements, feature requests, and customer satisfaction.
15. Lead efforts to deliver a differentiated customer support experience.
16. Identify opportunities for process improvement, automation, and enhanced engagement.

Requirements:

• Proven experience leading teams in sales, support, or customer success, ideally in SaaS.
• Strong understanding of consultative sales and customer onboarding.
• Exceptional communication and collaboration skills.
• Proven ability to establish team structures, workflows, and performance metrics.
• Ability to manage competing priorities in a fast-paced, remote-first environment.
• Technical acumen with troubleshooting and aligning solutions with customer needs.
• Experience developing successful customer relationships to achieve high LTV.
• Strong analytical skills and data-driven decision making.
• Empathy, adaptability, and commitment to outstanding customer experiences.

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