VP of Engagement Services

Job Category: Account Management Requisition Number: VPOFE001105 Posting Details Posted: September 11, 2024 Full-Time Remote Locations Remote Job Details Description Job Summary: The Vice President of Engagement Services is a key executive leader responsible for driving the strategy, growth, and successful delivery of all professional services within the organization. This role includes overseeing client implementations and consulting services. The VP will lead a team of service professionals, including project managers, consultants, and solution designers to ensure the highest levels of client satisfaction and business value. Additionally, the VP of Engagement Services will work closely with the sales, product, customer success, and engineering teams to align services with company objectives and client needs. Duties/Responsibilities: Strategic Leadership: Develop and implement the overall professional services strategy, aligning it with the organization's business objectives and growth targets. Lead, mentor, and manage a high-performing team of service delivery professionals, fostering a culture of excellence, collaboration, and continuous improvement. Establish and maintain key performance indicators (KPIs) to measure the success and profitability of the professional services division. Drive revenue growth through the expansion of service offerings, improving service delivery efficiency, and enhancing client relationships. Service Delivery Management: Oversee the successful delivery of all client engagements, ensuring projects are completed on time, within budget, and to the satisfaction of clients. Collaborate with sales teams to develop customized service solutions that meet client needs and contribute to new business acquisition. Ensure consistent delivery of high-quality services by implementing best practices in project management, consulting, and client support. Act as the executive sponsor for key client accounts, maintaining strong relationships and ensuring customer success. Client Relationship Management: Develop and nurture long-term relationships with clients, acting as a trusted advisor and ensuring ongoing satisfaction with the organization’s services. Address and resolve any escalated client issues, working closely with cross-functional teams to ensure quick and effective solutions. Gather and analyze client feedback to continuously improve service offerings and delivery processes. Operational Excellence: Implement and manage operational processes that ensure efficiency, scalability, and profitability of the professional services organization. Lead initiatives to enhance service delivery through process automation, standardization, and adoption of innovative tools and methodologies. Collaborate with product and engineering teams to ensure alignment between service delivery and product capabilities, as well as to influence product roadmap decisions based on client needs. Team Development and Management: Attract, retain, and develop top talent within the professional services organization. Foster a culture of continuous learning, professional development, and career growth within the team. Conduct performance reviews, set goals, and provide regular feedback to team members to ensure alignment with organizational objectives. Financial Management: Drive profitability by optimizing resource utilization, managing project margins, and identifying new revenue opportunities within existing client accounts. Collaborate on development of pricing strategies for professional services offerings that align with market demand and company profitability goals. Skills/Abilities/Experience: Key Competencies: Strategic thinking and vision Leadership and team management Client-focused approach Operational excellence Financial management Communication and interpersonal skills Problem-solving and decision-making Minimum Qualifications: Bachelor’s degree in Business, Information Technology, or a related field; Master’s degree preferred. 10+ years of experience in professional services, consulting, or a related field, with at least 5 years in a senior leadership role. Proven track record of successfully leading and scaling a professional services organization. Strong leadership and people management skills, with the ability to inspire and motivate cross-functional teams. Excellent client relationship management skills, with a focus on customer success and satisfaction. Deep understanding of project management methodologies, consulting practices, and service delivery models. Strong financial acumen with experience in budgeting, forecasting, and managing a P&L. Exceptional communication, negotiation, and problem-solving skills. Ability to work in a fast-paced, dynamic environment with a focus on results and continuous improvement. Physical Requirements: Ability to stand and sit for extended period of time. Ability to lift 10 lbs. weight.