At a Glance
- Tasks: Lead a dynamic team to drive customer success and technical engagement across EMEA.
- Company: Join Retool, a cutting-edge platform revolutionising software development with AI.
- Benefits: Enjoy generous benefits, hybrid work options, and a culture of continuous improvement.
- Other info: Be part of a collaborative environment with opportunities for growth and innovation.
- Why this job: Make a real impact by helping customers unlock the full potential of their software solutions.
- Qualifications: 7+ years in customer-facing roles and 3+ years in people management required.
The predicted salary is between 63000 - 77000 £ per year.
ABOUT RETOOL
Nearly every company in the world runs on custom software for critical operations like tracking performance metrics, handling support workflows, building admin dashboards, and countless processes you might never have thought of.
But most companies don't have the resources to properly invest in these tools, leading to a lot of old, clunky internal software, or worse, teams still stuck in manual and spreadsheet workflows.
AI has changed who gets to build software.
The definition of \"developer\" now includes analysts, operators, and domain experts creating solutions directly and the tools they reach for are multiplying by the week.
That's both an opportunity and a challenge: as more people build with more AI tools, the risk of shipping ungoverned software into production grows just as fast.
At Retool, we're building the platform that makes all of it safe to ship.
Build with any AI tool you want, then deploy into one place that connects to your real business data, enforces enterprise policies automatically, and lets teams create once and reuse everywhere with shared, trusted components.
The cost of building software has collapsed.
The cost of governing it hasn't—and that's the problem we solve.
Developers and domain experts have already automated over 100 million hours of work on our platform, freeing them to focus on creative problem-solving and strategic work that drives real business value.
The people closest to the problem can now build the software to solve it, safely, and within enterprise guardrails.
Let's build the future together.
WHY WE'RE LOOKING FOR YOU
As we continue to grow across EMEA, we're looking for a leader to own customer growth and success through technical engagement across the customer lifecycle in the region.
This person will help ensure our customers and prospects realize value quickly and effectively through high-quality implementation, technical consulting before and after the sale, technical support, and services delivery.
You'll lead a small but highly impactful team, serve as a key escalation point for customer issues, provide leadership to the team and feedback at the company level, and help adapt global processes and programs to meet the needs of the EMEA market.
This role requires a balance of hands-on customer-facing leadership, operational rigor, and cross-functional partnership to drive successful outcomes for both customers and the business.
WHO YOU’LL WORK WITH
This role reports to the SVP, Global Field Services and partners closely with the EMEA Head of Sales. You'll work closely with:
- Solutions Architects and a Strategic Customer Success Manager on your direct team
- Sales and Sales Engineering teams to drive customer engagement, retention, and growth
- Sales, Support and Support leadership to manage escalations and ensure a seamless customer experience
- Product and Engineering teams to advocate for customer needs and provide feedback from the field
- Global Field Services leadership to drive alignment on strategy, processes, and delivery excellence
WHAT YOU'LL DO
- Lead, coach, and develop a team of customer-facing technical professionals across EMEA, with direct reporting for Services, Customer Success teams, and indirect / dotted line responsibilities for Sales Engineering and Support Engineering teams in EMEA
- Drive analytics and actions across the EMEA team on customer retention and growth, including a churn forecast and amelioration action plan, producing both tactical and strategic insights and actions
- Own the successful scoping, planning, and delivery of Professional Services engagements throughout the region
- Ensure Statements of Work (SOWs) are appropriately scoped, resourced, and executed against customer expectations
- Partner with Sales and lead the Sales Engineering team during the pre-sales process to align on business value, implementation strategy, services requirements, and customer commitments
- Act as the primary escalation point for complex customer challenges issues in EMEA
- Drive strong cross-functional collaboration between Professional Services, Sales, Sales Engineering, Support, Product, Engineering, and Customer Success
- Identify opportunities to improve regional customer outcomes throughout the customer lifecycle
- Adapt and localise global programs, processes, and operating models to support the needs of EMEA customers
- Provide visibility into regional customer health, risks, and trends to executive stakeholders
- Lead capacity planning, hiring, and organizational scaling efforts as the team grows
- THE SKILLSET YOU'LL BRING
- 7+ years of experience in Professional Services, Solutions Architecture, Technical Consulting, Technical Support, Customer Success, and/or similar customer-facing technical roles
- 3+ years of people management experience, including responsibility for team performance, development, and delivery outcomes
- Experience owning and managing Statements of Work (SOWs), implementation projects, and customer delivery programs
- Strong understanding of enterprise software implementations and services delivery best practices
- Proven ability to navigate complex customer situations and effectively manage escalations
- Experience partnering closely with Sales organizations throughout the customer lifecycle
- Strong cross-functional leadership skills and the ability to influence without direct authority
- Excellent communication, stakeholder management, and executive presence
- Experience working across multiple countries and cultures within EMEA
- A bias toward action, operational excellence, and continuous improvement
Retool offers generous benefits to all employees and hybrid work location.
For more information, please visit the benefits and perks section of our careers page!
Retool is currently set up to employ all roles in the US and specific roles in the UK.
To find roles that can be employed in the UK, please refer to our careers page and review the indicated locations.
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Director, Professional Services & GFS London, United Kingdom employer: Retool, Inc.
Retool, Inc. is an exceptional employer that fosters a collaborative and innovative work culture in the heart of London. With a strong focus on employee growth, we offer extensive training and development opportunities, alongside competitive salaries and generous benefits, ensuring our team members thrive both personally and professionally. Join us to be part of a dynamic environment where your contributions directly impact customer success and drive meaningful change.
StudySmarter Expert Advice🤫
We think this is how you could land Director, Professional Services & GFS London, United Kingdom
✨Tip Number 1: Get Involved in Consulting Case Competitions
Look for case competitions hosted by universities and consulting firms. They’re a fab way to showcase your problem-solving skills and meet industry players. Plus, winning one can seriously boost your CV, which we know is key when applying for roles like Director, Professional Services & GFS London, United Kingdom at Retool, Inc.!
✨Tip Number 2: Leverage Alumni Networks
Tap into your university’s alumni network; many consultants love to help out new talent. Reach out to alumni who are working in management consulting, they might have insider knowledge about openings at firms like Retool, Inc. or be willing to refer you for that Director, Professional Services & GFS London, United Kingdom position!
✨Tip Number 3: Attend Industry Events and Conferences
Keep an eye on management consulting events, workshops, or panels. These are prime opportunities to network with top professionals and get your name out there. You might even bump into someone from Retool, Inc. who’s on the lookout for their next Director, Professional Services & GFS London, United Kingdom star!
✨Tip Number 4: Polish Your Consulting Skills Online
Engage with online platforms that offer consulting simulations or courses. Prove your chops by completing relevant projects — this not only beefs up your experience but also gives you concrete examples to chat about during interviews for that full-time Director, Professional Services & GFS London, United Kingdom role at Retool, Inc.!
We think you need these skills to ace Director, Professional Services & GFS London, United Kingdom
Some tips for your application 🫡
Show Your Problem-Solving Skills:In management consulting, it's all about problem-solving—so make sure your CV highlights your analytical and critical thinking skills. Include examples from your studies or previous roles where you tackled complex issues or came up with innovative solutions. Quantify your achievements whenever possible to demonstrate your impact!
Tailor Your Cover Letter:Your cover letter is your chance to explain why you're a perfect fit for the consulting world. Focus on your motivation for joining the industry and how your skills align with the requirements of the role at Retool, Inc.. Remember to mention any relevant coursework or projects that showcase your understanding of strategic frameworks or business models!
Highlight Team Experience:Consultants often work in teams, so it's vital to showcase your collaborative skills. Include experiences where you've worked effectively with others, whether in academic group projects or internships. Discuss your role in the team and how you helped achieve common goals, demonstrating you can thrive in a consultancy environment.
Professionalise Your Online Presence:Make sure your LinkedIn and any other professional profiles are up to date, reflecting your career aspirations in management consulting. Connect with industry professionals and follow relevant groups—show you’re serious about entering this field. Applying through our website is a great way to get noticed, so showcase your personality and enthusiasm there!
How to prepare for a job interview at Retool, Inc.
✨Master the Case Study Game
In management consulting, case study interviews are all the rage. Make sure to practice structuring your thoughts and analysing data on the fly. Use resources like example case studies to get comfortable with frameworks and solutions. Remember, it’s not just about getting the right answer but showcasing your thought process, so talk us through your reasoning!
✨Know Your Numbers
Be prepared for some numerical and analytical questions. Brush up on your mental math and be ready to interpret data from charts or graphs. We might throw some business scenarios at you that require a quick turnaround on numerical analysis, so practice these skills to feel confident and swift!
✨Show Your Leadership Flair
As this is a full-time role, we want to see your potential as a seasoned consultant. Be ready to discuss experiences where you've led a project or a team. Think about times you've influenced decisions or navigated challenges—this is your chance to show how you can thrive in a fast-paced, collaborative environment.
✨Be a Cultural Fit
We’re not just looking for brains; we want to see if you vibe with our company culture at Retool, Inc.. Prepare to share how your values align with ours. Have a think about what makes a great team environment for you and how you can contribute to that. A good cultural fit goes a long way in management consulting!
