About the Role
A seasoned Associate Vice President - Client Services to lead its Professional Services and Client Success organization. This leadership role will be responsible for driving successful enterprise implementations, delivering exceptional customer experiences, and building long-term client partnerships while ensuring operational excellence and business growth.
Key Responsibilities
- Lead and scale the Professional Services and Client Services teams.
- Drive end-to-end SaaS implementation projects.
- Develop client success strategies for onboarding, adoption, retention, and growth.
- Establish service delivery frameworks, governance, KPIs, and best practices.
- Build executive relationships with enterprise customers and manage escalations.
- Collaborate with Sales, Product, Engineering, and Customer Success teams.
- Oversee resource planning, project execution, utilization, forecasting, and profitability.
- Mentor high-performing leaders and teams.
Qualifications
- Bachelor's degree in Business, Engineering, IT, or related field.
- 20+ years of experience, including significant Professional Services experience in SaaS.
- 10+ years leading customer-facing teams.
- Expertise in enterprise SaaS implementations, service delivery, and customer success.
- Strong understanding of SaaS, cloud technologies, stakeholder management, and leadership.
Preferred Qualifications
- PMP, ITIL, or equivalent certification.
- Experience managing global enterprise clients.
- Services P&L, forecasting, and operational excellence experience.
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