Overview

The Opportunity:

We’re proud to be one of Built In Colorado’s top digital tech companies. At FWI, our culture is important to us. We are a diverse team of talented, passionate people who want to make a difference, but don’t take ourselves too seriously. If our core values speak to you, we want to meet you:

• Bring your best self
• See it
• Own it
• Crush it
• Be Gracious

Four Winds Interactive seeks a leader with delivery and professional services background to lead multiple implementation teams and sales support functions. The implementation teams include application services, systems engineering and project management. The sales support functions include solutions consulting, enterprise design, proposals and RFP response. This position is a key member of the company’s leadership team reporting to the President and COO. The leader is responsible for 6 teams and approximately 100 employees, the majority of which are billable resources. The VP Delivery and Services manages a $15M professional services revenue target annually. This includes market solutions delivery (standard products) as well as custom delivery projects. A proven record of improving customer engagement (eNPS), managing complex customer relationships and collaborating across and organization is required.

The compensation package will be aligned to each candidate’s experience and qualifications. All applicants must be authorized to work in the United States.

Responsibilities

Primary Responsibilities:

• Evaluate operational processes and procedures, and develop strategies and implementation plans to improve and standardize project implementations
• Manage and grow professional services to meet revenue targets, balancing consulting and implementation to maximize the company’s software products, supported by services and hardware.
• Meet key performance indicators such as revenue, expense, margin, headcount, staff utilization and turnover, average daily rate, and backlog

• 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.

• Develop timely and accurate revenue forecasts
• Define and develop Professional Services offerings that meet the needs of our customers, drive new markets and/or expand existing market presence, and generate ROI
• Develop strong working relationships across Functions (sales, operations, development, product, marketing) including strong hand-off from customer implementation to the support team and personal engagement with the sales organization through the propose phase of an opportunity
• Provide leadership for the following FWI teams
  • Application Services
  • Systems Engineering
  • Project Management
  • Solutions Consulting
  • Enterprise Design
  • Proposal and RFP
• Drive best practices for project management, consulting methodologies, customer engagement and solutions design
• Contribute to the software development and product teams by providing insight and feedback relative to customer needs, platform and market solutions roadmap
• Contribute to the sales organization by preparing Statements of Work, RFP response, technical consulting, and successful implementation of projects

Qualifications

Requirements for Success:

• Extensive experience in operations, delivery, customer service, professional services, and consulting
• Demonstrated experience developing and implementing professional services best practices
• Prior experience owning and managing a profit center with track record of driving profitable results 
• Must be a very strong analytic thinker
• Outstanding communication and collaboration skills are critical
• Experience in project management, preferably within a software company that also sells services and hardware
• Familiarity with emerging technologies and applications
• Must show a commitment to customer satisfaction and drive improvement in customer engagement
• Demonstrated leader who works closely with Sales, Product, Software Development and Operations

Helpful for Success:

• MBA preferred, Bachelor’s degree in a related field or equivalent education/experience required
• 10+ years’ experience across functions like customer service, project management, delivery, professional services and other customer operations functions
• 5 years’ managing a professional services team and revenue goal over $15M across complex customer deployments while leading customer solution and design

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status