Vice President of Professional Services

Salary depends on experience
Posted on 06/11/18
Columbia, MD
8 - 10 years experience
Professional, Scientific & Technical Services
Salary depends on experience
Posted on 06/11/18

General description of the position:

Desired Qualifications:

  • Bachelor's Degree
  • 8 years’ experience in SaaS solution delivery
  • 4 years’ experience in managing a team
  • Prior senior management experience dealing with strategy and execution
  • Ability to communicate effectively
  • Ability to multi-task and change direction often
  • Independence, reliability, and self-accountability
  • Experience in event management is a plus

The VP of Professional Services primary responsibilities are:

Managing professional services team:

  • Manage, develop, coach and direct a team of direct & indirect reports in professional services team;
  • Determine staffing strategy and working with hiring staff;
  • Set staff development goals, assessment and performance evaluation;
  • Assign staff to projects and optimal resource management;
  • Advise, coach and partner with cross-functional teams on project delivery, solution development and deployment, and revenue generation techniques as needed;
  • Ensure client engagements are delivered in a manner which meets/exceeds customer expectations without overdriving the costs;
  • Monitor client satisfaction, quality and monetary risks and proactively coaching staff to mitigate risk.

Implement and manage knowledge management for internal and external use:

  • Identify knowledge management models and strategy;
  • Implement effective knowledge management to improve client satisfaction and make project management effective;
  • Ensure creation and updates of knowledge management assets like articles and videos for current and new features of the product;
  • Participate in client communication plans for release of enhancements, new features, and best practices.

Serve as the senior-level contact for clients on projects involves:

  • Review key project deliverables and participate in key project milestone meetings;
  • Visit client site for project-related meetings and building client relationships;
  • Ensure that the implementation process and business strategy are optimal for the client’s needs.

Meeting cost targets for professional services involves:

  • Manage utilization targets and monitor project costs and budget;
  • Manage optimal staffing level targets;
  • Manage and controlling non-billable and billable activities as well as customizations.

Team with sales team to drive sales to clients and prospects:

  • Proactively team with the account managers on the overall management of client relationships and identifying upsell opportunities;
  • Develop project plans and coordinate estimating development as needed for prospects and clients in a sales support capacity;
  • Communicate with prospects and clients regarding project process, keys to success, implementation guidelines and time and cost estimates;
  • Meet with clients in a pre/post sales capacity to deliver subject matter expertise and consultation for client needs and assist account managers in closing the deal.

Additional responsibilities:

  • Develop and implement plans to meet business and team metrics;
  • Constantly review professional services processes to improve overall efficiencies, reduce deployment time, and lower costs;
  • Serve as an expert in solutions, products and implementation with current clients and with prospects in an advisory and sales support capacity;
  • Quickly develop deep knowledge in and act as an authority on clients, products, implementation process, and solutions; and
  • Work with marketing and other teams to plan user group meetings.
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