VP, Professional Services

What You'll Bring to the Team:

As the Vice President of Professional Services, you will play a pivotal role in our fast growing organization by overseeing our Implementations and Strategic Accounts teams. Your leadership will be instrumental in driving the success of our software solutions in diverse client environments. You will be responsible for ensuring high-quality service delivery, seamless integration processes, fostering strong relationships with our clients and strategic business partners alike, and maintaining a Service P&L per company goals. 

 Key Responsibilities:

• Leadership and Team Management:
• Effectively lead, mentor, and develop the Strategic Accounts and integrations teams through change as the business continues to scale and evolve.
• Establish clear team goals and KPIs in line with company objectives.
• Encourage a culture of collaboration across teams to cultivate positive morale, retention, and performance.
• Client Engagement:
• Oversee the successful implementation and/or integration of our SaaS products across diverse client landscapes
• Manage key Strategic account relationships from initial rollout through the account life cycle, supporting monthly business reviews, expansion opportunities and successful implementations, and general escalation management.  For those with a Co-dev program with Florence, manage requirements inflow into the Product teams and overall project management
• Ensure high levels of customer satisfaction and partner with Sales and Customer Success leadership to manage relationships with key clients and business partners.
• Collaborate with sales and customer success teams to identify new opportunities to drive value across customer accounts
• Strategic Planning and Execution:
• Develop, communicate, and execute a comprehensive strategy for the professional services department.
• Work closely with product management to align services with customer needs and product roadmap, continually sharing platform and product improvements to enhance the customer experience and adoption of our products across the customer base.
• Integration of solutions post M&A as necessary.
• Operational Excellence:
• Optimize process, cost, and talent resourcing by addressing inefficiencies; establishing discipline and rigor around team operations.
• Instill confidence in operational processes and service delivery, for both customers and our internal teams.
• Plan and manage a comprehensive P&L, monitor monthly spend and revenue generation, driving cost efficiencies.
• Monitor performance metrics and implement improvements as needed.
• Identify and implement best practices for project management and service delivery, along with future thinking technology to impact the speed of deployment and onboarding (in particular AI and automation technologies).
• Innovation and Thought Leadership:
• Reimagine the implementation and adoption journey through the lens of Professional Services across all products through collaboration and redesigning the process from pre-sales through onboarding, and ultimately adoption and expansion.
• Stay abreast of industry trends and innovations in SaaS and professional services.
• Opportunity to represent the company at conferences, seminars, and industry events.
• Contribute to the overall growth strategy of the company.

 

An Ideal Candidate Has:

• 12+ years relevant experience. 
• 10+ years experience in leading professional services at scale in a SaaS environment, preferably in life sciences.
• Demonstrated track record of building high-performance teams that achieve ambitious goals in a high-velocity environment.
• Demonstrated track record of strong commercial and financial judgment, P&L ownership, and the ability to prioritize and make data driven decisions.
• Demonstrated track record in establishing cost-effective and resource-effective capacity management.
• Demonstrated track record of leadership as it relates to building collaboration and consensus between disparate groups; a leader who can gain consensus from his/her organization around cohesive execution strategies.
• Strong understanding of software implementation and integration processes.
• Prior experience in managing key global accounts with high personal touch
• Excellent communication, negotiation, and client management skills.
• Extreme ownership - taking ownership of everything in your domain; you and your team own problems and their solutions.
• Driven personality with high levels of critical thinking; a desire for continuous improvement and challenging the status-quo.
• A cultural steward with a focus on honesty, engagement, clear communication, and personnel development. No brilliant jerks allowed.
• Familiarity with Florence’s product portfolio is preferred.
• An MBA or equivalent is preferred.