Vice President, Global Services

Key Responsibilities

• Leadership & Strategy:
• Develop and execute the long-term strategy for the Professional Services division, aligning with the company's growth objectives.
• Lead, mentor, and scale a diverse team of service professionals, including project managers, consultants, customer success managers, operations and technical support.
• Create a performance-driven culture that drives customer satisfaction, retention, and operational excellence.


• Customer Success & Satisfaction:
• Ensure the successful onboarding, implementation, and adoption of Findem's software solutions by our customers.
• Build deep customer relationships to understand their needs, anticipate challenges, and deliver tailored solutions.
• Establish and track key performance indicators (KPIs) such as customer satisfaction (CSAT), Net Promoter Score (NPS), Gross Dollar Retention (GRR), Net Dollar Retention (NRR) and customer churn.


• Operations & Efficiency:
• Oversee the project management process, ensuring timely and cost-effective delivery of customer projects.
• Develop and implement scalable processes to increase team efficiency, resource allocation, and project profitability.
• Manage and optimize service delivery models, balancing in-house, partner, and outsourced resources.


• Revenue Growth & Financial Management:
• Drive revenue growth through upsell, professional services, support contracts, and consulting engagements.
• Collaborate with sales and account management teams to identify and execute service upsell and cross-sell opportunities.
• Oversee financial management of the services department, including budgeting and forecasting.


• Collaboration & Cross-Departmental Partnership:
• Work closely with product and engineering teams to ensure product releases align with customer needs and service delivery capabilities.
• Partner with sales and marketing to refine service offerings, contribute to pricing strategy, and assist in customer acquisition.
• Foster a collaborative environment where service, support, product, and sales teams can work together to improve the customer journey.

Qualifications

• 15+ years of experience in professional services, customer success, or a related leadership role within a software or SaaS company.
• Proven experience as a “head of services”; scaling and leading overall global services teams of 40+ people.
• Experience in managing large-scale customer implementations, technical support, and customer success programs.
• Expertise in project management methodologies, including Agile and/or Waterfall.
• Excellent interpersonal and communication skills, with the ability to influence and build relationships at all levels.
• Strong analytical skills with experience using data to inform decision-making and improve processes.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities.


• Preferred Qualifications
• Experience in the SaaS or cloud software industry.
• HR Tech industry experience.
• Background in enterprise software implementations or complex technical projects.
• Experience with customer lifecycle management platforms (e.g., Salesforce, Gainsight).