Head of Professional Services

Head of Professional ServicesFull time position in Service teamBased out of Toronto,
Job Description

About Rose Rocket 
Rose Rocket is SaaS for modern trucking companies. We are a startup going after the $700+ billion dollar trucking industry. At Rose Rocket, we solve complex technical challenges to provide our customers with the simplest and most intuitive operations software.    Some fun stuff about Rose Rocket:
Weekly team lunches
Our office is on top of a bar and a Banksy
Beautiful brick & beam office near the St. Lawrence Market
Company retreats
Rose Rocket is a proud alumni company of Y-Combinator.     

The Opportunity 
Head of Professional Services will build and lead a team of Professional Services Consultants for the Archiving Practice. This team is responsible of leading implementations of Rose Rocket and maintaining technical relationships with our customers.

Responsibilities:
Oversee services delivery
Act as project manager/individual contributor on key projects, engaging with newly signed customer to implement Rose Rocket solutions, typically using remote web conferencing tools. Implementation activities include installation, configuration, troubleshooting, customization, testing, and documentation. 
Resource management - assign projects, accounts, and meetings as required, and resolve scheduling conflicts
Engage directly with customers in technical or sales escalations, and drive issues to resolution. You will be a direct point of contact for escalations and will be responsible for handling crisis situations. 
Create technical solutions to successfully deliver services; collaborate with other departments as necessary 
Measure and report on KPI’s around services delivery (utilization, customer sat, escalations, over/under budget, forecast) 
Create and maintain best practices in practice area – technical best practices, process, and methodology 
Participate in pre-sales activities for practice area, including project scoping, creation of Statements of Work, cost analysis, and support of pilot/POC projects • Build a strong team and provide satisfaction among your team and customers
Requirements:
Prior management experience 
Technical background 
Must be comfortable with presenting and explaining technology to people with less technical knowledge 
Must have a good understanding of the sales process, be sensitive to sales situations, and possess excellent customer service skills 
Excellent presentation and communication skills; demonstrated ability to present and explain technology to people with less technical knowledge 
Must be able to thrive in a fast-paced, high-stress start-up environment 
Demonstrated experience in working with broad, cross-functional teams 
Excellent organizational, analytical, negotiation, and influence skills 
Ability to work independently, ability to adapt quickly, positive attitude 
Ability to travel 25-75%
Bonus Points:
Previous experience in a hyper growth startup
Trucking integration experience
EDI experience
CS / MSc Degree
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