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Sales / Business
Vice President, Global Services
@Findem
[Hiring] Vice President, Global Services @Findem
Mar 05, 2025 - Findem is hiring a remote Vice President, Global Services. đź’¸ Salary: unspecified. đź“ŤLocation: USA.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
As the Vice President of Services at Findem, you will be a critical leader responsible for overseeing the delivery, strategy, and overall success of our professional services organization. This includes managing customer implementations, onboarding, technical support, and ongoing customer success initiatives.
- Lead a high-performing team, ensure client satisfaction, and drive service revenue growth.
- Partner closely with sales, product, and engineering teams to enhance the customer experience and optimize our service offerings.
Key Responsibilities
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Leadership & Strategy:
- Develop and execute the long-term strategy for the Professional Services division, aligning with the company's growth objectives.
- Lead, mentor, and scale a diverse team of service professionals, including project managers, consultants, customer success managers, operations and technical support.
- Create a performance-driven culture that drives customer satisfaction, retention, and operational excellence.
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Customer Success & Satisfaction:
- Ensure the successful onboarding, implementation, and adoption of Findem's software solutions by our customers.
- Build deep customer relationships to understand their needs, anticipate challenges, and deliver tailored solutions.
- Establish and track key performance indicators (KPIs) such as customer satisfaction (CSAT), Net Promoter Score (NPS), Gross Dollar Retention (GRR), Net Dollar Retention (NRR) and customer churn.
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Operations & Efficiency:
- Oversee the project management process, ensuring timely and cost-effective delivery of customer projects.
- Develop and implement scalable processes to increase team efficiency, resource allocation, and project profitability.
- Manage and optimize service delivery models, balancing in-house, partner, and outsourced resources.
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Revenue Growth & Financial Management:
- Drive revenue growth through upsell, professional services, support contracts, and consulting engagements.
- Collaborate with sales and account management teams to identify and execute service upsell and cross-sell opportunities.
- Oversee financial management of the services department, including budgeting and forecasting.
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Collaboration & Cross-Departmental Partnership:
- Work closely with product and engineering teams to ensure product releases align with customer needs and service delivery capabilities.
- Partner with sales and marketing to refine service offerings, contribute to pricing strategy, and assist in customer acquisition.
- Foster a collaborative environment where service, support, product, and sales teams can work together to improve the customer journey.
Qualifications
- 15+ years of experience in professional services, customer success, or a related leadership role within a software or SaaS company.
- Proven experience as a “head of services”; scaling and leading overall global services teams of 40+ people.
- Experience in managing large-scale customer implementations, technical support, and customer success programs.
- Expertise in project management methodologies, including Agile and/or Waterfall.
- Excellent interpersonal and communication skills, with the ability to influence and build relationships at all levels.
- Strong analytical skills with experience using data to inform decision-making and improve processes.
- Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities.
Preferred Qualifications
- Experience in the SaaS or cloud software industry.
- HR Tech industry experience.
- Background in enterprise software implementations or complex technical projects.
- Experience with customer lifecycle management platforms (e.g., Salesforce, Gainsight).
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| đź“Ť | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Sales / Business
Sales / Business
|
Salary
đź’¸
unspecified
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Mar 05, 2025
|
️
| đź“Ť | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
