First Resonance is a cutting-edge technology company that is providing innovative software solutions for the manufacturing industry, particularly focusing on advanced manufacturing processes such as robotics, space exploration, and aerospace. Our mission is to empower manufacturing teams to build the future through adaptable and efficient production workflows.
About the Role
You will take ownership of creating and executing a strategy to scale our professional services both internally and through external partnerships. This role is critical to building a scalable services model that supports our growth objectives and customer success. You will develop a roadmap for expanding the services team, improving operational efficiency, and ensuring the delivery of high-quality, scalable solutions. A key part of your role will be forging and maintaining strategic partnerships that extend our service capabilities and allow us to tap into new markets. Additionally, you'll be responsible for shaping the overall services strategy, ensuring alignment with broader company goals, and driving continuous improvement in how we deliver value to our customers. This includes defining success metrics, fostering a culture of innovation, and creating sustainable processes for growth.
Responsibilities
Strategic Leadership: Develop and implement a comprehensive strategy for scaling professional services, focusing on operational efficiency, resource allocation, and the integration of partnerships to expand service delivery.
Partnership Development: Identify, establish, and manage strategic partnerships that complement and extend our service offerings, enhancing our go-to-market capabilities and driving revenue growth.
Service Delivery Excellence: Oversee the end-to-end delivery of professional services to ensure customer success, satisfaction, and value realization. Implement processes and methodologies to ensure consistent, high-quality delivery.
Team Leadership and Development: Build and lead a high-performing professional services team, fostering a culture of continuous improvement, collaboration, and accountability. Mentor and develop team members to drive excellence and innovation.
Customer Engagement: Develop deep relationships with key customers, ensuring that their needs are met and that they are successfully leveraging our solutions. Act as a trusted advisor and escalation point for any service delivery challenges.
Scalability and Efficiency: Drive initiatives to streamline service delivery processes, create scalable frameworks, and implement tools and technologies that enhance efficiency and productivity.
Revenue Growth: Collaborate closely with the sales and customer success teams to identify upsell, cross-sell, and expansion opportunities within existing accounts. Contribute to revenue growth by aligning services offerings with customer needs.
Thought Leadership: Stay up-to-date with industry trends and best practices in professional services and partnerships, positioning First Resonance as a leader in manufacturing services innovation.
Qualifications
Bachelor's degree in Business, Engineering, or a related field; MBA or advanced degree preferred.
Proven experience in a leadership role within professional services, partnerships, or a similar strategic function.
Strong understanding of manufacturing processes and SaaS-based solutions, with the ability to bridge technical and business conversations.
Demonstrated success in building, scaling, and managing professional services teams and creating strategies for growth.
Exceptional relationship-building skills, with the ability to foster strategic partnerships that align with business objectives.
Strong problem-solving and organizational abilities, with experience in optimizing service delivery processes.
Excellent communication and leadership skills, with the ability to influence and drive change across cross-functional teams.
Ability to thrive in a fast-paced, dynamic environment and manage multiple projects simultaneously.
Willingness to travel as needed to meet with partners and customers.