Vice President, Professional Services

The Vice President, Professional Services is responsible for overseeing the implementation of client services, managing project delivery, and ensuring customer satisfaction throughout the process. Acts as the primary point of contact for customer escalations and works closely with cross-functional teams to improve customer experience. Responsible for mentoring staff, tracking performance metrics like revenue, capacity, and customer satisfaction, and driving process improvements.

• Oversee client implementation service delivery providing management and oversight of implementation projects and staffing including project assignments, capacity planning, and customer satisfaction
• Act as the primary customer escalation point for customer changes and/or issues during the implementation process
• Establish control on project schedules, budget, and risk issues; facilitate timely decisions to maintain project schedule and budget; identify project risks early and assist by providing prudent and timely recommendations for risk avoidance; set and manage client expectations; create and execute project work plans and revise as appropriate to meet changing needs and requirements
• Build relationships with key internal stakeholders
• Deliver on all business metrics for Professional Services customer portfolio, including but not limited to Revenue, P&L, Capacity Management, Customer Satisfaction, NPS, Employee Satisfaction, and Quality related metrics
• Work with Product Management, Engineering, Core, QA, and cross-functional teams to improve customer experience
• Train and mentor Professional Services Directors and their reports to communicate with clients to identify needs and evaluate alternative business solutions; continually seek opportunities to increase customer satisfaction and deepen client relationships
• Communicate across the organization to ensure knowledge of customer implementations and status updates; provide management with regular project updates; serve as a critical advisor to the team as an implementation leader; drive the direction for the Professional Services team
• Maintain reporting on capacity, amount of implementation work, actual vs. estimate to complete, and provide advanced visibility to resource constraints
• Oversee and drive process improvements and the development of policies, procedures, methods, and tools in support of delivery and to streamline work to provide a higher value to our customers

• Experienced leader who generates trust with internal stakeholders as well as customer C Suite
• Extremely collaborative and has the ability to gain trust across internal and external functional leaders
• Deep understanding of implementation methodologies
• Excellent presentation and communications skills, both written and verbal
• Excellent customer interaction, presentation, written and oral communication skills, with the ability to present to different audiences and bring the message across in a concise, professional manner

Qualifications:

• Bachelor's degree in business or related field
• Ten years of experience managing a high performing Professional Services team in a product or services company with services delivery as the primary focus
• Requires the ability to travel ~25% as needed