VP of Implementation Services


Boston, MA

Industry: Financial Services


5 - 7 years

Posted 379 days ago

  by    Pete Chimera

Role Overview

The VP of Professional Services will be responsible for all facets of the implementation life-cycle process.  This includes initial build-out of professional services implementation process and adhering to the implementation methodology. Managing a team of implementation analysts and customer expectations.  Setting delivery milestones, and delivering an end-product and referenceable experience that will keep our customers as ‘raving fans’ that allows them to drive loan volume and increased profits with the platform.

Strategy and Planning:

  • As a member of the senior management team, identify opportunities and risks essential for the delivery of the platform product and services. 
  • This includes managing scope creep, identifying of opportunities for innovation as well as technical obstacles to business success.
  • Work alongside the Engineering, Sales, and Product Management teams to identify and communicate product enhancements required to satisfy the needs of our customer base.
  • Build the professional services organization to address the needs of our customers.  Identify bottlenecks in the process and develop a strategy to streamline the process.
  • Develop implementation tracks for different sized customers and for clients with different integration needs.


  • Manage the Professional Services team – includes hiring and firing decisions, staffing assignments, staff growth & development, performance reviews, and workload balancing.
  • Mentor new hires and junior resources.
  • Develop and implement a professional services training program.
  • Serve as the escalation point to customers.  Resolve issues and build confidence amongst the team.
  • Grow and further enhance the implementation methodology.
  • Review monthly billable time, prepare professional services invoice details, and ensure any invoice questions are expeditiously addressed.

Customer Management:

  • Serve as the overall Account Manager for all large and/or strategic implementations
  • Ensure that time tracking and status reporting are completed in a timely and methodical manner.
  • Ensure high quality project deliverables are delivered to customers on agreed upon target dates.
  • Resolve issues promptly with customers and team members.
  • Implement and “sell” change requests when necessary.
  • Ensure customers are provided the proper level of support and are “referenceable” following a successful implementation.
  • Ensure that all configurations are implemented to the blueprint (functional specification).
  • Work with customers to develop go-live press releases.

Third Party/Partner Management:

  • Manage implementation third party vendors/partner relationships.  Ensure services are properly scoped and executed to quality standards at least equal to what we would provide if doing the implementations directly.
  • For product integration partners, ensure that the service is utilized properly on customer implementations.

Knowledge and Experience:


  • Understanding and experience in the Banking software/SaaStechnology space.
  • Can quickly learnbanking/lending environment to build confidence in the team’s credibility with prospects and new customers.

Professional Services

  • Experience managing a professional services organization.  A project management background is critical.
  • Experience developing a custom implementation methodology and growing that methodology as the team’s capabilities grow.
  • Proven ability to work with new software products and “figure out” how to implement and make it work for customers.

Banking Software / SaaS

  • Experience implementing banking enterprise or SaaS software in either a consulting, financial institution or software company.
  • Proven ability to work across and between departments within an organization. 
  • Proven working relationship with executive management, sales, product development, third party vendors and client success.


  • Understanding of an open source technical stack and how the layers work together.
  • Experience designing custom software modules.  Proven ability to interpret customer requirements into software design.  Ability to provide hands-on guidance on the technical configuration of the platform for customers.
  • Understanding of data center and hosting infrastructure

Customer Service

  • Whatever it takes mentality – 24x7 service mindset
  • Ability to properly set expectations around bug remediation and delivery timeframes


  • 5-7years of senior management experience as a member of a firm’s leadership team
  • Four-year university degree in the field of computer science, management information systems, business or other related IT/Business discipline. An advanced degree or MBA is a plus 

Personal Attributes:                                                       

  • Proven leadership ability
  • Ability to set and manage priorities judiciously
  • Excellent written and oral communication skills
  • Excellent interpersonal skills
  • Ability to articulate and present both technical and non-technical audiences
  • Exceptionally self-motivated and directed
  • Keen attention to detail
  • Superior analytical, evaluative, and problem-solving abilities
  • Ability to motivate in a team-oriented, collaborative environment
$140K - $160K
$140K - $160K base, Equity eligible bonus