VP Managed Services/Professional Services

Position Overview

As the VP of Managed Services/Professional Services, you will be responsible for managing the delivery of all client services across the customer lifecycle, from demos/PoCs to onboarding and implementation, and ongoing support and troubleshooting. You will lead teams across time zones and geographies, build processes and systems for self-service and client self-reporting, and own the managed service revenue. You will also champion product adoption among serviced customers and manage P&L with budgets to deliver revenue and customer adoption targets.

Roles & Responsibilities

• Client Services Management: Oversee delivery of client services throughout the customer lifecycle, including demos, PoCs, onboarding, implementation, and ongoing support.
• Team Leadership: Run and manage teams across time zones and geographies, handling hiring, training, and day-to-day operations.
• Process & System Development: Build state-of-the-art processes and systems for self-service and client self-reporting, guiding users and customers at different stages of service delivery.
• Managed Service Revenue: Own and deliver managed service revenue, championing product adoption among serviced customers.
• P&L Management: Manage budgets and deliver revenue and customer adoption targets.
• Customer Success Playbooks: Build expertise and create playbooks for customer success, guiding adoption via best practices and prescriptive tools.
• Conversational Messaging Expertise: Champion conversational messaging across different channels, creating delightful customer experiences.
• Industry Expertise: Become an expert in target industries such as healthcare, finance, real estate, education, and contact centers.

Organizational Structure

• Reporting: Report to the COO.
• Department Ownership: Own and lead multiple functions including customer support, onboarding and implementation, and customer success.
• Geographical Management: Run teams across multiple time zones with their own managers and department/functional leaders.

Day-in-the-Life

• Process Creation: Create and write processes, serving as the functional owner.
• Project Review: Review projects and cases.
• Customer Interaction: Provide executive presence on customer calls, either leading, supporting, or shadowing.
• Travel: Travel to customer locations for meetings around projects, delivery, and issues.
• Talent Development: Work with management to create an environment for grooming talent while delivering excellent results.
• Floor Management: Manage the floor, working with reps to guide and influence them towards customer success.
• Product & Technology Collaboration: Work with product and technology teams to identify and address repeated issues and product gaps.
• Market Reporting: Provide market reports on product adoption and customer needs to align organizational functions for overall success.

Location

Pune

Work Hours

Flexible support for some US Time Zones; Monday to Friday

Unlock your potential as a strategic leader at Conversive! Join us and play a pivotal role in shaping the future of CRM messaging.