Vice President, Professional Services Ellie Mae
THIS JOB HAS EXPIRED Description
To effectively develop and manage a world-class professional services organization providing quality product implementation management. Evaluate, implement and maintain professional services operational workflow processes and set appropriate productivity goals and metrics. Responsible for strategic direction and day-to-day development and management of a best practices-focused professional services team and solution experts. High focus on customer satisfaction, relationship building/interaction, customer product adoption, internal training/career building, business process consulting & analysis, and identification & communication of product or system enhancements.
The VP, Prof'l Services will immediately assume responsibility for building an environment that enables a world-class team. The VP should be an experienced leader with a track record of success in talent management; building, leading, motivating, inspiring and aligning others.
S/He must understand operations, technology and the assignment/balancing of resources in a multi-client environment. The selected candidate will get in the trenches with his/her colleagues to maintain and reinforce a can?do, goal?oriented, environment that stresses employee performance, teamwork, management credibility and success. This individual should know how to catalyze an organization and manage that organization through the constant change inherent to scaling a fast-growing and constantly-evolving company.
The VP will be an experienced leader with a demonstrated track record managing and monitoring processes and driving continuous improvement efforts across areas such as client requirements and business application of mission critical software solutions, scheduling, client product adoption, and results management. In essence, this individual must proactively identify potential problems as well as areas of opportunity, define new approaches and be able to implement and test the results of the proposed changes. The VP will identify new methods to provide analytical insight into the business and will design the metrics reports that demonstrate the breadth and depth in all client services operational functions. The VP will play an essential role in driving the product strategy by representing the client requirements.
Evaluate, implement and maintain several professional services operational teams, including workflow processes, project management, policies and procedures and appropriate escalation procedures.
Client management, development, and strategic support definition.
Manage the interface with Product Management, SaaS Operations, Client Care, Training, Development, Sales and Marketing for proactive (support readiness for new releases) and reactive (to communicate technical/development bugs reported by clients).
Oversee the solution architecting and implementation services processes, including managing the collaboration with product management, development, client care, training and marketing groups, to ensure the required operational infrastructure is in place to drive successful implementations and deployments of Encompass.
Establish training strategy for the professional servces organization to ensure appropriate and continuous training is provided to clients, new hires, products and services. Ensure that our products are appropriately utilized, to increase overall adoption and transaction volumes through our products and to reduce incoming Client Care call volumes. Manage a department budgeting and financial forecasting by program; design and manage a sustainable capacity planning process. Accountable to revenue and profit goals.
Program analysis and yearly improvement goals.
Design, develop and manage a partner eco-system to expand the services reach while maintaining quality implementations.
VP, Prof'l Svcs manages a team of 40. Responsibilities in this regard include assigning projects and orchestrating resources effectively and efficiently, monitoring performance and driving high client satisfaction, accomplishing revenue and margin objectives, providing timely feedback to staff, developing staff, hiring, dismissals and compliance with policies and applicable laws.
Working Knowledge of Mortgage Banking is essential
BS/MBA coupled with 7-10 years managing customer/technical support organizations with proven ability to lead, evaluate and motivate staff.
Deep experience with mission critical software implementations including SaaS models, custom systems integrations work and partner strategies.
Strong analytical, planning and project management experience.
Ability to work across the organization with multiple departments to establish a solid foundation for the service organization and direction.
Experienced in partner strategies and execution against a plan to build out partner eco system
Team player that is self-motivated and proactive.
Superior client relationship skills and ability to focus on multiple client needs simultaneously.
Adept with PSA applications, Project Management Tools and SFDC CRM
Excellent communication skills (written and oral).
Ellie Mae is seeking a world-class leader with a proven track record of successful outcomes in both professional services and business general management
Hungry, passionate, strategic, super self-assured, highest integrity
High intellectual horsepower
Started career in professional services as fast-track superstar
Has been on the inside of a startup or high growth later stage company
Customer/market centric - ?craves? customer and market input and interaction
Extreme resonance with core value of empowerment/self-determination
Thoughtful about leadership and the psychology of business, very in touch with humanity and heroism, gets more out of his/her people than he/she ever should
Empowers rather than mandates but is not deferential nor afraid to communicate in a pointed way
Has dealt with rapid growth, dynamic business, lots of reinvention/change, can roll with fluidity and trial and error
Aspires to be a senior leader, and sees VP, Prof'l platform as a chance to exercise the variety of humble leadership that makes everyone around him/her better
Has overcome some kind of adversity/crucible in business
||Pleasanton, CA |
THIS JOB HAS EXPIRED