Our client is a small, fast-growth, pre-IPO software company that offers award winning financial applications through a SAAS model. The companies the fastest growing leader in their space with a strong focus on customer satisfaction and one that values the individuality, ingenuity and originality each employee contributes. The company is in growth mode and offers a competitive base salary, bonus and equity. We are currently seeking a proven and successful software professional with experience leading a professional services organization that can make an impact and help scale this part of the company's business for this exciting opportunity:
Position title: Vice President of Professional Services
Location: Bay area/San Jose, California
OUR CLIENT WILL PROVIDE RELOCATION FOR A QUALIFIED CANDIDATE
Position description:
In this person you will report directly to the CEO. The Vice President of Professional Services will be responsible for leading the Professional Services, Technical Services, Customer Support, and Education teams. You will extend our best practices to our business partners for our mutual success. You will be responsible for leading a professional services team that deploys the solution to new and existing customers with the goal of maximizing the efficient use of resources while ensuring high customer satisfaction; develop programs for our Value Added Resellers to deliver high customer satisfaction while being highly profitable; for leading a technical services team that delivers system configuration changes and delivers solutions to complex configuration issues; for providing leadership to our customer support team that ensures that all of customer's issues are resolved timely with a high level of satisfaction; and provide leadership in the delivery of education of our solution to new and existing customers and partners.
Professional Services
o Lead and manage a team that implements the Intacct solution to new and existing customers
o Develop a scalable implementation model to support a rapidly growing client base with the goal
of maximizing the efficient use of resources while ensuring high timely implementations and
high customer satisfaction
o Prioritize professional service projects by value-add, ROI potential, and impact on technical
resources.
Technical Services
o Lead and manage a team that delivers custom system configuration changes and solutions to
complex configurations issues
o Develop a scalable technical services model to support a rapidly growing client base with the
goal of maximizing the efficient use of resources while ensuring high timely
delivery of configurations and maintain high customer satisfaction
o Prioritize technical service projects by value-add, ROI potential, and impact on technical
resources.
Customer Support
o Lead and manage a team that provides support (Essential Support, Premium Support and
Premium Plus Support) to all of customers
o Act as an executive level customer escalation contact for technical support issues,
representing the company and client needs professional, while supporting and championing
the staff
Education
o Lead and manage a team that provides training to new customers and partners in the use of the
application and best practices
o Lead and manage a team responsible for channel enablement and readiness
Partner Development
o Deliver the services best practices to our partners to achieve customer and partner success
o Manage partner resources as part of a virtual community to best align the needs of the
business and our customers for implementations, training, and support.
• Maintain the customer database and provide regular statistical reports such as P&L, budget,
forecasting, etc.
• Monitor and provide regular key business metrics such as support responsiveness, delivery of
service, client satisfaction, and services status.
• Collaborate with all functional areas of the business to ensure effective knowledge sharing and
team participation in the evolution of Intacct offerings.
• Develop, build, and manage a team of senior level client services leaders, in both direct and
in-direct reporting relationships, including staffing, training, organizing, and coaching.
Required skills:
• 12+ years of consulting and professional services management experience for a business
application software company. Some type of previous ERP/Financial/accounting type
software required
• 8+ years of experience managing all aspects of a services business including P&L, maintain
budgets, metrics and forecasting required
• 6+ years of senior executive leadership experience building and leading successful teams
• A blend of strategic and operational experience, leading various teams including professional
services and customer support, with a strong emphasis on customer satisfaction
• Strong analytical background, metrics driven and prior success of leading/driving change based
on data, trends business modeling
• Demonstrated ability to define, refine, and effectively communicate high dollar value
propositions to key decision makers
• Successful track record of exceeding goals and expectations to achieve profitable growth
• Ability to lead multiple initiatives simultaneously in a fast paced, start-up environment
• Demonstrated creative problem solving abilities
• Effective oral, written, and communication skills
• Demonstrated ability to effectively recruit, develop and retain employees
•BS in Computer Science, Engineering or other technical/related fields; MS in Computer Science
or MBA is a PLUS
Candidates of particular interest are those that may come from companies such as Peoplesoft, Microsoft, Infor, Sage Software, Netsuite, Exact Software, Made2Manage, Lawson, SAP, Syspro, CDC/Ross Systems or any others with these offerings.
For consideration send cover letter and resume referencing job#PCS002 to mike@fowlerplacement.com
Mike Cirner, CPC
Director, IT Recruiting
Fowler Placement Services
(614) 336-8619
"Helping the Best Connect"
Executive Placement & Career Management
mike@fowlerplacement.com
www.fowlerplacement.com
Candidates and Employers: Be sure to check out our updated company website at www.fowlerplacement.com where you can review positions, candidates, and more!!
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