The Lucas Group is searching for a talented, driven and entrepreneurial VP, Global Services and Delivery for our client’s SaaS Global Customer Success team in Herndon, VA. Our client is a highly dynamic and innovative startup filled with A-players. Expect to be challenged and stretched but also rewarded for achievement.
The VP, Global Services and Delivery will lead and manage the Professional Services, Customer Support and Customer Success teams. The VP, Global Services and Delivery reports to the CEO and will be responsible for leading and developing a high-performing team of implementation consultants, support engineers and customer success professionals. The ideal candidate will be a high-energy, accomplished Professional Services/ Customer Success executive with a strong track record of delivering complex on premise and cloud based solutions.
RESPONSIBILITIES
- Create a companywide culture of customer success.
- Align with sales to support closure of well-constructed and appropriately scoped deals
- Align with the executive leadership team to develop, implement and report key operational metrics and objectives including:
- Professional Services P&L including utilization, revenue and gross margin
- Customer Satisfaction Metrics including NPS
- Recruit and develop high performing team players, fostering a spirit of collaboration within and across teams
- Develop effective 24x7 support model for growing customer base and partner eco-system
- Effectively direct and resolve customer escalations, balancing customer and company interests
- Drive new business growth through greater advocacy and reference-ability
REQUIREMENTS
- Bachelor’s degree with specialization in Business, Marketing or Communications is required
- 7 + years' experience leading customer facing organizations is required
- Experience of implementing and supporting on premise and cloud based web applications, with an ability to advocate for cloud based solutions is required
- Experience in the video industry preferred
- A broad understanding of network infrastructure and security would be a distinct advantage
- Energized by rapid growth, with the ability to navigate through ambiguity and embrace fast-paced change. Rolls up sleeves to get the job done attitude is required
- Team player with a positive attitude, sense of urgency, and willingness to go the extra mile to achieve company and customer goals
- Ability to manage influence through persuasion, negotiation, and consensus building
- Strong empathy for customers, combined with passion for revenue and growth
- Analytical and process oriented mindset
- Experience working with implementation partners and supporting rapid growth of indirect services and support cases
- Develop an effective co-delivery model for channel services, avoiding channel conflict and minimizing impairment of direct services organization
- Enthusiastic and creative leader with the ability to inspire others
- Excellent communication and presentation skills
This VP, Global Services and Delivery requires professional and prudent communications working in a team environment with a diverse group of associates. If having a core impact on a mission and values-based organization that is literally saving lives excites you then we would love to hear from you.
If qualified and interested please email your resume to Amanda Cooper at the Lucas Group at acooper@lucasgroup.com.
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