VP of Professional Services PeopleMatter
THIS JOB HAS EXPIRED Position Summary
The VP of Professional Services is responsible for building, managing, and growing an organization of consulting and project management staff to deliver high-quality implementations and custom-tailored services to PeopleMatter clients. This position leads the Customer Success Team, which comprises an existing implementation function and a newly-created professional services function. You will develop and implement engagement methodologies, project management standards, consulting frameworks, staffing models, and strategies for ensuring scalability from very small clients to large multi-national chains.
The right candidate must be passionate about client satisfaction and have demonstrable experience guiding clients through the implementation and early adoption phases of a SaaS offering in a way that ensures referencablity and future revenue opportunity. You will be responsible for the smooth and effective deployment of multiple concurrent, complex projects to a diverse client base. You should have a proven track record of growing the professional services backbone of a software company that interacts with highly demanding clientele.
We are looking for a strategic, innovative thinker with excellent leadership and communication skills. The ideal candidate will have a strong technology background and be capable of interacting equally well with both C-level executives and hands-on IT, HR, and Operations management.
Duties and Responsibilities
Develop a resource-planning and profitability model for a new Professional Services organization and own the development, communication, and deployment of the same.
Act as a point of escalation for client issues and resolve in a timely fashion.
Meet with clients on an as-needed basis to ensure quality of service and make necessary adjustments to accommodate their needs.
Define, develop, and regularly communicate required infrastructure and metrics that drive staffing needs, service quality, capacity, throughput, and financial costs for the Implementation function, as well as profitability metrics for the Professional Services function.
Accurately forecast utilization and throughput capacity from sales projections.
Mentor and develop team members, utilizing each person to his/her fullest potential, helping find career development and growth opportunities for each.
Manage the department?s day-to-day operations by setting priorities, establishing goals, and assisting in the development and implementation of internal policies and procedures.
Make hiring, termination, training and evaluation decisions.
Keep the team well informed of changes within the organization and general company news.
Requirements, Qualifications & Certifications
A Bachelor?s degree in business or a technical discipline. Preference will be given to candidates with a Master?s degree.
10+ years experience leading a client services or professional services team in an online commerce or software venue (e.g. service as a product).
A passion for customer service and demonstrated successes around this passion.
Experience building, scaling, and managing a world-class implementation and/or professional services organization.
Expert-level knowledge in the technologies and infrastructure used in support of SaaS offerings. Preference will be given to candidates with hands-on experience implementing technical solutions that connect (integrate) disparate HR, Payroll or Point-of-Sale (POS) systems.
Demonstrated success managing multiple levels within an organization, as well as the ability to influence and manage across functional departments.
Strong strategic/development skills and business acumen coupled with an attention to detail and proven operational/execution capabilities.
Excellent presentation and verbal communication skills.
Solid analytical skills with the ability to use data to model, plan, and operate.
Understands revenue models, P/L, and cost-to-completion projections.
Understands pricing models and billing procedures.
Understands how to communicate difficult/sensitive information tactfully at all levels of the company.
PeopleMatter provides a comprehensive talent management solution for the service industry. We help employers hire dependable people, develop and engage their talent, and deliver exemplary customer service with an online suite of HR tools focused on hiring, scheduling, learning, performance management, and rewards and recognition. PeopleMatter.
||Charleston, SC |
THIS JOB HAS EXPIRED