Basware is looking for a
Vice President, Customer Services, North America
The VP of Customer Services has responsibility for the overall success and performance of a cross-functional subset of personnel within the North America Professional Services Department.
The VP will work with assigned team members to execute client projects in a timely, professional, and profitable manner. The primary focus will be on success of the portfolio of client projects assigned to the team. This position is also responsible for working with leadership to plan and execute strategic initiatives for the department.
Basic job accountabilities:
Indirectly lead, manage, and mentor a cross-functional team of managers responsible for the department's Project Managers, Implementation Consultants, Technical Consultants and/or other assigned PSO personnel.
Deliver consistently high levels of client success and satisfaction.
Optimize team member utilization to balance client success with revenue flow.
Continuously innovate and refine processes/tools/techniques to maximize effectiveness and efficiency of the team.
Specific job duties:
Ensure appropriate team member assignment, oversight of project success, management of client escalations as needed, and all other aspects of managing the success of the portfolio.
Conduct employee coaching, mentorship, performance evaluations, and other aspects of direct personnel management.
Coordinate with other departments on behalf of the team, including Customer Care, R&D and Product Management, as needed.
Serve as advocate for the team to get through roadblocks and other challenges preventing successful project execution.
Oversee employee recruiting, hiring, and termination responsibilities.
Together with other leaders, identify and own/delegate operational and strategic initiatives to improve the performance of the team and department overall.These will include quarterly and annual initiatives, as well as ad-hoc improvement areas identified throughout the year.
Participate in operational planning sessions, and prepare operational plans for the Professional Services Department.
Plan and lead a weekly Professional Services huddle.
Prepare and deliver various management reports, including weekly PS Management, monthly metrics, and quarterly accountabilities reports.
Deliver on team revenue and billability targets.
Travel as needed to client sites (for project kickoffs, client escalations, relationship visits, etc).
Key performance metrics:
Project Portfolio Success, as measured by project referencability, time to value, client project surveys, timely transition and closure, and other project metrics.
Performance against plan on quarterly/annual initiatives and accountabilities
Team revenue delivery
Employee feedback and retention
Skills and experience:
Minimum 7 years' progressive experience in a client-facing Professional Services capacity, preferably within an industry-leading software company
Leadership, management, and coaching experience
Demonstrated focus on client success and client experience
Self-motivated; consistently demonstrates the drive to meet and exceed commitments, both internal and external.
Demonstrates understanding of and commitment to servant leadership.
Ability to interact at an executive level within the company and with clients
Strong process orientation and attention to detail
Focus on execution
Ability to excel both operationally and strategically
Excellent communication skills
Purchase-to-Pay knowledge preferred
Education and other requirements:
3 days per week in office, when not travelling for work
Ability to travel 25 to 50%
Location: Greater Chicago Area
Position: Fulltime, Permanent
If you have any question, you can get in touch with Susan Gardner, Director of Human Resources, North America. Email: Susan.Gardner@basware.com
To apply please fill in the application form here: https://rekry.oikotie.fi/recruitment/application/i/31087/locale/en_US