Job Description

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Customer Services Director

The Customer Services Director will be responsible for all areas of operational delivery and at a P&L level for both Professional Services and the delivery of Customer Support contracts.


Pinnacle is the largest UK reseller of Sage solutions and contracted support in the UK and Ireland, with over 180 staff based from 6 offices and through home working.


Our Professional Services teams deliver Project Management, Consultancy, software development and general implementation for our ERP offerings, both new customers, migrations and additional modules across Sage 200, Sage Intacct, Sage 1000 and Acumatica.


Utilisation and diary management is essential to deliver revenues, additionally strong project control and customer communication to avoid escalations.


Our near 2,000 strong install base, the largest in the UK, today largely comprising Sage 200 generates recurring licence revenue, in this role you will be responsible for the Customer Telephone Support revenues.


Our largest team must be directed through managers to achieve SLAs, quality metrics delivering strong customer outcomes as measured through NPS/CSAT. Customer retention is paramount for our business.

Key Responsibilities

Professional Services

Estimating and quotation processes Order book acceptance and governance Diary management, planning and utilisation Revenue realisation and recovery (cancelled days) Strong project control and communication Methodologies Continuous improvement Director level escalations Manager and Team Leader direction Load balancing, and continuous skills improvement against a matrix Hand-over to support
Customer Support

Service level adherence Quality metrics Load balancing of resources Ensuring ownership and escalation Customer outcomes as measured by NPS/CSAT Director level customer escalations and ensuring complaints are handled Driving efficiencies in processes and systems Adapting to new offerings and products Integrating new M&A acquisitions Effective communication and ownership of customers at risk Minimising in-flow creatively
Leadership

Setting the style, tone and cadence for Customer Services Working across the senior leadership team Supporting the teams to achieve their goals Setting top down objectives and ensuring review happens Recruitment and coaching Performance management where required and support for your managers Stepping in and taking control when required Representing the functions at board level Upholding the mission statement, creating the pathway to the vision
Performance Monitoring & Reporting

Utilisation of resources Order book outstanding Forward diary planning Revenues and recovery Service level adherence Response times Quality metrics
Financial and Budget Management

P&L responsibility Accounting for performance against plan to Group Board Setting future business plans Cost management Resource restructure if needed Credit note control

Expected Behaviours

The role requires the following behaviours in order to be successful in meeting the team and business objectives for Professional Services.


Leadership

Supporting the functional objective, strategies and tactics, repeating the message consistently Positive and encouraging, presenting a professional 'on page' persona around the business Discretion
Prioritisation

Be available to your team/be responsive Carry out the actions you commit to from meetings in the time agreed Be visible and responsive Be close to your customers
Process

Be accountable when things go wrong, have a clear log of outstanding actions Support performance both in terms of revenue and quality Be open to improvement, bring solutions Promote visibility Eliminate inefficiency
People

Demonstrate the behaviour of a leader Listen, understand, support and coach, don't do it for them Be approachable, demonstrate strong self-awareness Be prepared to manage performance Conflict management skills Negotiating skills

Requirements

Key Skills

Sales Leadership: Proven ability to lead and manage a high-performing team People Management: Track record of effective people management, maximising motivated resources to execute against their objectives. ERP Expertise: Deep knowledge of ERP systems and how they benefit businesses (e.g., Sage, Acumatica, SAP, Oracle, Microsoft Dynamics, NetSuite). Industry Knowledge: Understanding of specific industries (e.g., manufacturing, retail, finance) that can benefit from ERP solutions. Negotiation Skills: Ability to negotiate complex with customers and across functions Communication Skills: Strong presentation, negotiation, and interpersonal communication skills. Analytical Skills: Ability to analyse sales data, trends, and client needs to inform strategic decisions. Relationship Management: Ability to build long-term relationships with both clients and internal teams. Project Management: Ability to manage multiple client projects simultaneously.
Flexibility

Travel to customer site as required Overnight stay as required Attend team meetings physically as required * Support planned and approved evening and weekend work as required