We are seeking a dynamic and experienced Vice President of Professional Services to join our executive team. This role will lead the Professional Services division - driving profitability, ensuring seamless collaboration with cross-functional partners, and guiding customers to value realization.
The ideal candidate will have a proven track record in leading Professional Services teams within the SaaS industry and be adept at operating in efficient growth environments. This role will report directly to the Chief Revenue Officer.
Role Responsibilities
- Leadership and Strategy: Lead the Professional Services team, setting a clear vision and coherent strategy to achieve overall business goals. Drive the team towards operational excellence and customer impact.
- Profit and Loss (P&L) Management: Take full P&L responsibility for the Professional Services division, ensuring the team operates at a positive margin for both Professional Services and recurring revenue.
- Revenue Leadership Team Participation: Act as a key member of the Revenue Leadership Team with other peer leaders building growth and value strategies for existing and future customers.
- Bookings, Revenue, Margin Forecasting: Provide reliable and accurate forecasting for the professional services and select recurring revenue functions on a weekly basis.
- Team Development and Growth: Recruit, mentor, and develop a high-performing global team. Foster a culture of continuous improvement, evolution, and professional growth. Balance time effectively between our recurring services offerings, one-time services offerings, and transformational services offerings.
- Cross-Functional Collaboration: Work closely with Sales, Customer Success, and Product teams to align strategies, ensuring cohesive growth and customer success. Create short-term programs to redeploy customers in need of value reset.
- Services Portfolio Design: Oversee the offers and success measures of our Professional Services team, including the design and pricing of Onboarding, Consulting, Technical Account Management, Education, and Managed Services offerings.
- Service Delivery Excellence: Oversee the delivery and structure of professional services offerings, ensuring high-quality standards and alignment with customer needs and expectations.
- Customer Relationship Management: Build and maintain strong relationships with key clients, understanding their needs and ensuring their success with Pendo's platform and offers.
Minimum Qualifications
- Bachelor’s degree in Business, Management, or a related field; Master’s degree preferred.
- Minimum of 10 years of experience in professional services, with at least 5 years in a leadership role within a SaaS company.
- Demonstrated experience in managing P&L and operating profitable teams.
- Proven ability to lead and scale professional services teams in a high-growth environment.
- International contracting and delivery experience
- Excellent communication, leadership, motivation, and strategic thinking skills.
- Deep understanding of the SaaS industry and customer value dynamics.
- Strong ability to work cross-functionally with all areas of the overall business.
- Perspective on how to scale services via solutions & services partners, SIs, and remote delivery hubs.
Pendo Description:
Pendo was founded in 2013 by former product managers, who combined their heads and hearts to build something they wanted but never had as product managers -- a simple way to understand and attack what truly drives product success. Our mission is to improve society's experience with software.
Come join one of the fastest-growing startups, supported by best-in-class institutions like Battery Ventures, Salesforce Ventures, Spark Capital and Meritech. You will gain experience in a diverse and exciting set of technologies and clients and have a real impact on Pendo's future. Our culture is passionate, dynamic, and fun.
EEOC
We are an equal opportunity employer and believe having diverse teams where everyone brings their whole self to Pendo is key to our success. We welcome all people of different backgrounds, experiences, abilities and perspectives.
Accessibility
Pendo is committed to working with, and providing access and reasonable accommodation to, applicants with mental and/or physical disabilities. If you think you may require accommodation(s) for any part of the recruitment process, please send a request to: accommodation@pendo.io. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.
Compensation
Our salary ranges are based on paying competitively for our size and industry, and are one part of many compensation, benefits and other reward opportunities we provide.
The expected base salary range for this role in the following locations is:
San Francisco Bay Area, CA, New York City, NY, Raleigh, NC - $210,000 - $262,500 USD
Individual pay rate decisions, including offers made within and over the expected salary range, are based on a number of factors, including qualifications for the role, experience level, skillset, and balancing internal equity relative to peers at the company.
#LI-Hybrid
#LI-CS2
