Vice President Of Professional Services (Saas)

: Vice President of Professional Services

Position: Vice President of Professional Services

Location: Remote

Employment Type: Full-time

Our client is seeking an exceptional candidate for the position of Vice President of Professional Services. As the VP of Professional Services, you will play a pivotal role in delivering outstanding outcomes and ensuring customer satisfaction. You will be responsible for setting a solid foundation for the organization, driving sustainable growth, building capability and scale, ensuring quality, and delivering customer value.

Reporting to the Chief Customer Officer (CCO), you will lead a team of approximately 40 professionals in the US. You will also be instrumental in scaling the team in alignment with the anticipated business growth, both organically and through acquisitions. Your ability to continually assess customer and market demand will be crucial in maintaining the right mix of skills and experience to ensure the organization's success in delivering exceptional customer experiences and driving profitability.

The Professional Services team primarily focuses on implementing our client's market-leading software solutions and providing comprehensive onboarding to customers through a combination of onsite and virtual training.

We are looking for a highly capable leader who can effectively manage, motivate, and measure the success of the team. Your experience and expertise will enable you to establish key metrics and health indicators for the Professional Services business, provide insightful assessments, and drive results through a data-informed approach. Your strategic mindset will optimize working methods, foster talent development, increase efficiency, and drive top-line growth, bottom-line performance, customer satisfaction, and cross-selling opportunities.

Responsibilities:

- Design and implement the entire structure and framework for the implementation organization.

- Demonstrate strong leadership and maintain a motivated and high-performing organization comprising Project Managers, Configuration Specialists, and Data and Development resources.

- Create a scalable and repeatable delivery architecture to drive results aligned with business objectives.

- Collaborate with teams to drive business growth, effectively expand key accounts, and achieve cross-selling goals.

- Take ownership of the Profit and Loss (P&L) for the Professional Services division, meeting or exceeding key financial outcomes, including Gross Margin, Contribution Margin, Productivity and Utilization, and Continuous Improvement through business process automation, tooling, and competency development.

- Contribute to the product roadmap based on customer feedback and implementation experience.

- Foster strong alignment with Sales teams and wider Customer Operations teams to optimize the customer experience and accelerate time to value for customers.

- Drive revenue retention and increase Net Promoter Score (NPS) by maintaining customer relationships, particularly during competitive displacements, and supporting new business opportunities.

- Develop proactive relationships with key customers to gather feedback, inform future product and services strategies, and handle customer escalations effectively.

- Define and implement a talent development strategy that leverages both internal talent pipelines and resources from Customer Operations.

- Manage and enhance the tools utilized by the Professional Services team, such as Salesforce, TaskRay, and Dochebo, identifying areas for automation and improvement.

Required Skills/Abilities:

- 10+ years of experience in technical customer operations roles within a SaaS environment, with 7+ years of managerial responsibility in solution/services delivery environments.

- Ability and experience designing the framework of the professional services/implementation organization.

- Ability to navigate potential disruption and overlays/redundancy from multiple acquisitions.

- Proven track record of building and leading teams in a fast-paced and growing Professional Services organization.

- Demonstrated success in delivering high-quality customer service through agile and effective operational responses.

- Excellent communication and customer-facing skills, with the ability to engage with senior management levels, including C-level executives.

- Strong presentation, interpersonal, organizational, and value communication skills.

- Exceptional multitasking, time management, project management, problem-solving, and team-building abilities within complex environments.

- Ability to foster collaborative working relationships across various business areas, corporate leaders, and customers.

- Previous experience in the relevant industry for our client's customer/market segment (Government Technology) would be advantageous.