Job Title: AVP Client Services (Professional Services / Implementation) | Gurgaon, India (Onsite)

Domain: Hospitality / Airlines / Travel / Tourism Technology

Experience: 20 -25 Years

Key Responsibilities:

- Lead the end-to-end Professional Services function: implementation, onboarding, training, and post-go-live stabilization for enterprise clients globally.

- Build, mentor, and scale a multi-layered team (Project Managers, Implementation Consultants, Trainers) - you are running a department, not just managing a handful of individual contributors.

- Own the chargeable services P&L: revenue forecasting, margin optimization, consultant utilization, and financial governance. This is a revenue-generating business, not a cost center.

- Partner with Sales, Product, Engineering, and Customer Success as a peer ensuring seamless handovers, influencing product roadmap with field insights, and protecting customer outcomes.

- Act as the executive escalation point for critical, high-stakes enterprise implementations; personally engage with client C-level stakeholders to resolve issues and strengthen relationships.

- Define and govern delivery methodologies, project governance frameworks, and operational KPIs (on-time delivery, CSAT, SLA adherence).

- Drive continuous improvement in implementation efficiency, time-to-value, and customer experience.

What Were Looking For (Must-Haves):

- 20+ years of total work experience, with at least 8+ years in Professional Services / Implementation and 10+ years in a leadership position managing other leaders (Director/Sr. Manager level).

- Proven track record of leading a billable Professional Services organization inside a SaaS product company you have implemented your own companys software for paying clients, not someone elses as a system integrator.

- Strong P&L ownership: you can quantify the services revenue, margin, and utilization you were responsible for. This is the single most important qualifier: if you only managed internal budgets or project costs, this role is not the right fit.

- Deep experience with enterprise SaaS implementations in complex environments the product requires real configuration, integration, and change management (not self-serve tools).

- Domain expertise in Hospitality, Airlines, Travel, Tourism, or Event Technology is highly preferred. Candidates from adjacent enterprise SaaS domains (CRM, ERP, HR tech) with a strong implementation pedigree are also welcome.

- Exceptional stakeholder management: you have been the face of delivery to C-level client executives and have experience turning around troubled implementations.

- PMP, ITIL, or equivalent certifications are a strong plus.

- Bachelors degree in Business, Information Technology, or a related field (or equivalent experience).

Role Summary:

- This is not a Customer Success, internal IT, or IT services delivery role. You will run the billable Professional Services (Implementation & Onboarding) organization for a leading SaaS product company.

- Once Sales closes a deal, your team takes over: project managers, implementation consultants, and trainers who configure the platform, manage go-lives, and ensure clients adopt the software so they renew and grow.

- You will own three things: the people (a layered team of Directors/Senior Managers), the P&L (a chargeable services business with revenue, margin, and utilization targets), and the client relationship during delivery (you are the executive escalation point when a major implementation needs saving).

Additional Details:

- Location: Onsite, Gurgaon. Candidates based in NCR or willing to relocate independently are welcome.

- Interview Process: Multiple rounds including a face-to-face discussion.