VP Managed Services/Professional Services

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.