As the VP of Professional Services, you will lead and expand our Professional Services, Operations, and Training teams to support Fonteva’s explosive growth trajectory.

Reporting to the Senior Vice President of Customers for Live, the VP of Professional Services will be responsible for delivering on-time and on-budget implementations that maximize value for our customers, while also leading our critical Professional Services team. The VP of Professional Services will work closely with members of both his/her own team, as well as our Sales, Product and Customer Success teams to ensure our customers are live as quickly as possible, gaining the optimal value out of our platform. The VP will be accountable for ensuring the team successfully scopes, configures and delivers technical solutions to Fonteva’s rapidly growing customer base.

Key Responsibilities

  • Drive the vision and structure for the team, including improved implementation methodologies, toolkits and processes for scalability
  • Drive positive contribution margin on implementations, ensuring delivery profit targets
  • Lead, manage and mentor a group of high performing professional services leaders and teams
  • Work with our Pre-sales and Product Management teams to ensure projects are properly scoped and can be delivered successfully to the customer
  • Ensure on-time go-lives and drive implementations to full completion during stabilization
  • Assess risks, anticipate bottlenecks, provide critical issue management, balance trade-offs and encourage risk-taking to maximize business value
  • Communicate and interact with customer c-level executives and leaders, establishing credibility and developing "trusted advisor" status in order to manage escalations effectively
  • Simultaneously manage work streams across multiple customer-facing projects at the same time
  • Develop, maintain and continuously improve customer-facing implementation templates, processes and project plans
  • Drive the team to complete comprehensive configurations, implementations and data integrations
  • Articulate, contextualize and champion customer requirements that necessitate software enhancements to internal Product Management and Technology teams
  • Identify trends and explain unmet requirements common across different customers to help improve existing tools, process and product features, including working with Product Development and Sales to determine technical direction and approach to product design and implementation
  • Support the Sales team in scoping, pricing new projects and demonstrations
  • Ensure successful hand-off with customer Success on completion of the implementation

Required Qualifications

  • Bachelor's degree from a 4-year college (or equivalent) is required. A degree in Engineering, Computer Science, Business Administration, Economics is preferred
  • 5+ years working in a leadership capacity
  • 8+ years working with customers in software implementation and/or consulting capacity is necessary with deep experience in project and change management
  • Proficient in Microsoft Office with strong skills in Excel, PowerPoint, Project, Word and Visio
  • Experience in hiring and retaining top caliber technical talent
  • Experience working in a fast-paced environment. Thrive in a dynamic, fluid team environment and able to deal with ambiguity
  • Experience with implementation of Salesforce, CRM, and related systems is strongly preferred
  • Exemplary critical-thinking skills (creative thinking and strategic problem solver), attention to detail and ability to perform tasks with a high degree of accuracy
  • Ability to turn difficult situations into pragmatic solutions while maintaining customer satisfaction
  • Experience working with associations and nonprofits preferred, however, not required
  • Exceptional communication and presentation skills; strong listening skills; demonstrated ability to ask effective questions
  • Energetic, highly-dependable individual with solid organizational and collaborative skills
  • Excellent people management skills, including the ability to influence, negotiate and achieve results through direct reports and others
  • Fundamental understanding of SaaS systems programming and development

Apply for this Job

* Required
File   X
File   X