Vice President, Professional Services
Job Description
Vertafore is seeking a seasoned executive with a well-rounded operations background and successful track record of leading high-growth Professional Services teams. The Vice President of Professional Services will be located in Denver, CO. This is a full-time position.
The VP, Professional Services is responsible for building out our best-in-class professional services team, including scaling our smaller, inside, remote professional services operation, as well as our field based consulting teams delivering multi-million dollar projects across the country. The ideal candidate will have a history of successfully leading diverse professional services teams, implemented strategies and methodologies focused on high quality deployments of a complex product, expertly navigated demand versus capacity, has a strong grasp on the mechanics of a P&L and maintained high levels of customer retention and satisfaction. This team includes Implementation Specialists, Conversion Analysts, Business Analysts/Consultants, and any managers and/or team leads associated with those groups.
Essential Job Duties and Responsibilities
- Drive successful programs and processes to optimize customer satisfaction and retention to new and existing customers
- Manage objectives and key results of the services organization, including utilization, bookings, revenue, margins, customer satisfaction as well as employee satisfaction
- Establish operating practices to address scalability; while working closely to develop better hand-offs and interfaces with other teams
- Design teams and process to best achieve customer success and company results
- Partner with Sales to craft deals, win customers, exceed expectations
- Recruit, develop, and retain a world-class services team
- Coach and mentor all practice leads
- Ensure that staffing levels are adequate to meet the internal resource demand (for both new sales and backlog) while maintaining appropriate levels of team utilization
- Collaborate with Sales and Sales Operations staff to complete project estimates, statements of work and other work as needed to shorten and/or close the sales cycle
- Approve all Professional Services estimates for service projects and engage staff from other departments as needed to ensure accuracy and completeness
- Lead the Professional Services organization to deliver projects that meet or exceed Customer Satisfaction company standards
Skills & Requirements
Competencies
- A track record of leading from the front and ability to demonstrate how they setup their team and organization for success
- Deep expertise in project management and processes in support of mission critical projects
- A hands-on approach when it comes to customers
- Ability to make tough decisions, to change and adapt quickly, while remaining focused on customers
- Experience building and organizing teams for maximum efficiency and effectiveness
- Recognized as valued trusted advisor in relationships with clients, colleagues, vendors and other industry professionals
Requirements
- College degree and ten years’ experience
- Proven success in progressive leadership roles
- Experience working in professional services in an enterprise software company
- Ability to lead through organizational change initiatives
- Strong technical skills/aptitude is required
- Excellent written and verbal communication skills
- Live in or relocate to Denver, CO