Vice President, Solutions Consulting and Services
1 month ago
Our client is looking for a VP, Solutions Consulting and Services to join our growing leadership team. In this role, you will enhance and grow our customer-centric culture as well as customer post sales service offerings. You will lead all aspects of our post sales customer journey: on-boarding, enablement, professional services, partner engagement and technical support. This position will report to the SVP of Customer Success.
Duties and Responsibilities:
- Lead and manage a team of Solution Consultants and Architects (Post Sales) across our Commercial, Enterprise and Embedded Segments
- Lead and manage post sales activities: on-boarding, enablement, training, best practices, implementations, partner collaboration, advisory services and support to provide a consultative and partnership approach in customer's journey.
- Define and manage the key KPIs for the organization
- Be an evangelist with the ability to discover and demonstrate how we can effectively help companies with their business automation needs across a broad set of industries.
- Effectively manage, recruit, coach, mentor and enable the team.
- Work across multiple customer-facing teams to drive exceptional customer experience and satisfaction. Define and operationalize service offerings and packages.
- Lead the team in setting and achieving quarterly objectives to improve internal processes, develop subject matter expertise and promote knowledge sharing and reusable asset contribution in the team.
- Articulate and educate on business, technical and architectural concepts to a variety of audiences, including business users, developers, architects, IT operations professionals, and senior IT management.
- With strong customer, project and program management and communication skills, be effective in working and enabling large global enterprises in their Automation journey. Help employees, customers and partners approach and resolve complex technical problems and issues.
- Work closely with Product and Engineering to review customer requirements and feedback, identify opportunities for platform enhancements and accelerate development for roadmap features to address specific customer requirements
- Support Marketing with evangelism activities, including writing blogs, participating in best practice webinars, and speaking at industry events
- Work on defining and driving operational efficiencies through overall processes, metrics and dashboards. Working effectively with the partner ecosystem to ensure timely delivery and growth.
Requirements
- BS or equivalent education
- 15+ years of Solutions Consulting, Solutions Architecture experience is required
- Proven ability to lead a team at a fast growth company
- Experience scaling a Services organization that consists of on boarding and enablement services, implementation services, platform extension, and ongoing advisory services that can fully support our customers and GTM team
- Experience leading global cross-functional teams, including second and third line managers
- Proven ability to define and support new service offerings that can enhance the penetration in new and existing accounts
- Communicate effectively with Technical, Business and C Level stakeholders, able to effectively influence them in an advisory capacity
- Prior experience managing solutions consulting and services offering in a SaaS environment
- Experience working with GSIs and partners: contract negotiations, onboarding, training and oversight, to ensure successful implementations by partners
- Experience documenting business processes and applying technology to optimize and automate these processes
- Experience building, coaching and mentoring teams
- Strong collaboration skills, ability to adapt to a dynamic start-up environment with a passion for making an impact
- Understanding of operating models, SDLC, security and governance in large enterprises
- Knowledge and experience in integration and automation domain a plus
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