Regional Services Partner - Public Sector

The Elastic Regional Services Partner (RSP) is a proven expert focused on accelerating our Customer’s time to business value through Elastic’s expert professional services & enablement. Through the RSP’s relentless pursuit of positioning the right services strategy to our customers they will become a trusted advisor to the customer, field teams and Customer Success Group (CSG) leadership.

Reporting to the Regional Services Director (RSD), this individual will partner with the Sales, Account, & Delivery Teams to position outcome-oriented services offerings for their customers - often requiring customized value propositions. They will be responsible for crafting a services territory strategy, generating proposals and/or statements of work to meet customer needs, and ensuring the customer is satisfied with their Elastic Services investment.

The RSP will also work closely with the RSD to retain oversight and leadership over a subset (a portfolio) of the engagements within a region; acting as a point of leadership, for escalations and governance working in close collaboration with the Delivery Management and Project Coordination functions who will have delivery accountability.

The RSP will work with all Elastic stakeholders and customers directly to understand and support our customers throughout their lifecycle, driving adoption through services engagements for both new and existing customers

The role of the RSP is an ideal opportunity for those wishing to progress their career towards a wider more senior Regional Services Leader / Director position.

Responsibilities:

• Account Team Collaboration & Services Proposal Development – drive the discovery, ideation, delivery and next steps with the account team and the customer. Develop and deliver Statements of Work aligned to and ensuring customer value is achieved, based on key agreed-upon outcomes. The RSP is responsible for owning the Services bid & negotiation process, working closely with our Account Executives.


• Building & Fostering Strong Relationships – Develop deep relationships with customers by tailoring the appropriate services strategy aligned to our customers’ objectives which will increase adoption and long-term success with Elastic Solutions.

• Becoming a Strategic Advisor & Driving Customer Advocacy – Establish a trusted advisor relationship with each assigned customer and create "Elastic Advocates” while transferring knowledge from Services engagements to the broader sales organization.

• Pursue Customer Operational Excellence - Working with the “Elastic Advocates” and our Services delivery teams drive to continuously position the right Services which amplify the value of Elastic products while enhancing customer capabilities on our products.


• Provide leadership and effective governance over a portfolio of the engagements within the region; assuring the team have the direction, support and guidance as needed.


• Mastery of your Profession - Our Services drive customer health and our customers should be extremely satisfied with their investment in Elastic Services. Support success plans with a Services PoV (Point of View) for a portfolio of accounts and proactively work with customers to establish and achieve critical goals.


• Demonstrating Elastic Proficiency – Remain up-to-date on Elastic solutions and products and maintain familiarity to all Company methods and procedures.

Qualifications:

• Bachelor or graduate degree in Business/Economics, Computer Science, or related discipline, or comparable certification and experience


• Minimum of 8-12 years experience in relevant professional services or pre-sales functions


• Excels at working directly with customers to gather, prioritize, plan and execute solutions to customer business requirements as it relates to technology


• Proficiency in the value and delivery aspects of the technology domain of search, analytics, or related technologies


• Demonstrable experience of owning complex negotiations across terms, contract structure and associated deliverables


• Strong commercial and delivery governance acumen


• Track record of contributing to the growth of a services business through actions such as developing best practices, improving sizing, advancing offerings, etc.

Bonus Points:

• Understanding of our technology space, including Elasticsearch, Linux, Software Development, NoSQL, and/or databases


• Experience working as a billable consultant or project manager is valuable for empathy and understanding


• Passion for open-source technology and business model


• Demonstrable experience of commercially overseeing / being accountable for leading a portfolio of delivery engagements

Skills:

• Utilize industry expertise and business acumen to understand a customer's motivation, business drivers, strategic goals and objectives, and desired business outcomes.


• Engage customers, especially C-Level to C-level -2, using a consultative selling approach that positions Elastic and yourself as a long-term trusted advisor relationship.


• Create a compelling vision and clearly communicate our transformative solutions with the goal of generating significant success and business value from a customer's investment in the Elastic Platform.


• Manage, create and negotiate services bid focused on outcomes aligned to milestones tied to the overall vision of the customers’ project.


• Develop and manage a Services territory plan and a personalized strategy for each customer, which aligns with their business goals.


• Forecast Services accurately and timely.


• Form a strong relationship with the License Sales organization and regional Alliances/Partner organizations that are instrumental to success and N&E growth


• Be a recognised role model for collaboration, leadership and overall business results


• Ability to establish and maintain a governance structure and operating model rhythm to monitor a portfolio of in-flight engagements

LI-PF1