Vice President, Global Services

Summary

Join Findem, an AI-driven talent acquisition platform, as the Vice President of Services. You will be a critical leader responsible for overseeing the delivery, strategy, and success of the professional services organization. This includes managing customer implementations, onboarding, technical support, and customer success initiatives. You will lead a high-performing team, ensure client satisfaction, and drive service revenue growth. The VP of Services will partner closely with sales, product, and engineering teams to enhance the customer experience and optimize service offerings. This role requires extensive experience in professional services and leadership within a software or SaaS company. You will be responsible for developing and executing long-term strategies, scaling teams, and driving customer success.

Requirements

• 15+ years of experience in professional services, customer success, or a related leadership role within a software or SaaS company
• Proven experience as a “head of services”; scaling and leading overall global services teams of 40+ people
• Experience in managing large-scale customer implementations, technical support, and customer success programs
• Expertise in project management methodologies, including Agile and/or Waterfall
• Excellent interpersonal and communication skills, with the ability to influence and build relationships at all levels
• Strong analytical skills with experience using data to inform decision-making and improve processes
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities

Responsibilities

• Develop and execute the long-term strategy for the Professional Services division, aligning with the company's growth objectives
• Lead, mentor, and scale a diverse team of service professionals, including project managers, consultants, customer success managers, operations and technical support
• Create a performance-driven culture that drives customer satisfaction, retention, and operational excellence
• Ensure the successful onboarding, implementation, and adoption of Findem's software solutions by our customers
• Build deep customer relationships to understand their needs, anticipate challenges, and deliver tailored solutions
• Establish and track key performance indicators (KPIs) such as customer satisfaction (CSAT), Net Promoter Score (NPS), Gross Dollar Retention (GRR), Net Dollar Retention (NRR) and customer churn
• Oversee the project management process, ensuring timely and cost-effective delivery of customer projects
• Develop and implement scalable processes to increase team efficiency, resource allocation, and project profitability
• Manage and optimize service delivery models, balancing in-house, partner, and outsourced resources
• Drive revenue growth through upsell, professional services, support contracts, and consulting engagements
• Collaborate with sales and account management teams to identify and execute service upsell and cross-sell opportunities
• Oversee financial management of the services department, including budgeting and forecasting
• Work closely with product and engineering teams to ensure product releases align with customer needs and service delivery capabilities
• Partner with sales and marketing to refine service offerings, contribute to pricing strategy, and assist in customer acquisition
• Foster a collaborative environment where service, support, product, and sales teams can work together to improve the customer journey

Preferred Qualifications

• Experience in the SaaS or cloud software industry
• HR Tech industry experience
• Background in enterprise software implementations or complex technical projects
• Experience with customer lifecycle management platforms (e.g., Salesforce, Gainsight)