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Senior Vice President of Client Services
2 months ago
Position Overview:
As the Senior Vice President of Client Services, you will be instrumental in guaranteeing the efficient delivery of our software solutions to clients globally. You will manage and enhance the operations of our implementation, professional services, platform support, and training divisions to elevate client satisfaction, retention, and overall business performance. This role reports directly to the COO and demands a strategic leader with outstanding management capabilities and a profound understanding of client-focused operations within the software sector.
Key Responsibilities:
Leadership and Strategic Direction:
Formulate and implement a comprehensive strategy for software client services that aligns with the organization's overarching goals and objectives.
Provide inspirational leadership to the implementation, professional services, platform support, and training teams, cultivating a culture of excellence, teamwork, and innovation.
Initiate continuous improvement projects to boost operational efficiency, scalability, and client satisfaction.
Client Relationship Management:
Collaborate with Client Success to establish and nurture robust relationships with key clients, both internal and external, understanding their evolving requirements and ensuring our services surpass their expectations.
Serve as the primary escalation point for subscription client concerns, working closely with cross-functional teams to swiftly resolve complex issues.
Team Leadership:
Attract, develop, and retain top talent within the client services organization, offering coaching, mentorship, and opportunities for professional growth.
Set clear objectives and performance indicators for each team member, conducting regular performance assessments and providing constructive feedback.
Implementation and Project Oversight:
Supervise the implementation team responsible for deploying our software solutions to clients, ensuring projects are completed on schedule, within scope, and within budget.
Establish and apply best practices for project management, resource allocation, and risk management to achieve successful project outcomes.
Professional Services Leadership:
Guide the professional services team in delivering high-quality consulting, customization, and integration services to clients, maximizing the value they gain from our software solutions.
Work alongside sales and product teams to identify opportunities for upselling and cross-selling professional services offerings.
Platform Support Management:
Lead the platform support team in providing timely and effective technical assistance to clients, resolving issues and inquiries to maintain high system availability and performance.
Implement strategies to proactively identify and address potential issues before they affect clients, ensuring a seamless user experience.
Training and Development:
Oversee the creation and delivery of comprehensive training programs for clients, ensuring they possess the knowledge and skills to fully leverage our software solutions.
Collaborate with product management and customer success teams to integrate client feedback into training materials and curriculum development.
Qualifications:
Bachelor's degree in business administration or a related field; MBA or advanced degree preferred.
A minimum of 10 years of experience in client services, professional services, or related roles within the software industry.
A proven history of successfully leading and scaling client services teams in a global organization.
A strong grasp of software implementation methodologies, project management best practices, and client support processes.
Exceptional communication and interpersonal skills, with the ability to build rapport and trust with clients and internal stakeholders at all levels.
A strategic thinker capable of translating vision into actionable plans and driving results in a fast-paced, dynamic environment.
Demonstrated leadership skills, including the ability to inspire and motivate teams to reach their full potential.
About Opus 2:
Opus 2 is a global leader in the LegalTech sector, developing solutions to facilitate digital transformation in the legal industry. We are the trusted partner of the world's leading legal teams, with the largest law firms utilizing Opus 2.
Our success is rooted in our unique culture, and our people are our greatest asset. Working at Opus 2, you will enjoy:
- 401k contribution.
- 21 days of annual leave, flexible working arrangements, and additional holiday entitlement based on length of service.
- Loyalty Share Scheme.
- Healthcare insurance.
- Dental plan.
- Vision insurance.
- Calm and Mindfulness sessions.
- A day off to volunteer for charity work or dependent care.
