Aldrich Capital

Role Summary:

Our Vice President of Professional Services at Decisions will provide the strategic vision and lead service delivery for our Professional Services department. They will be responsible for overseeing all aspects of solutions delivery and managing the professional services staff. Our Vice President of professional services will also ensure excellent customer service and foster strong relationships with both existing and prospective clients. They'll also ensure that projects and deliverables are completed on time and within budget. This position reports to our COO and manages the PS Directors and Managers.

The Vice President of Professional Services must have extensive experience in Professional Services, and management, and be passionate about client satisfaction. This Vice President must also know how to assess customer needs, articulate client needs internally, and serve as a representative of the company to external individuals. They will also be able to prioritize professional services that will benefit the company, as well as impact key business metrics.

Typically requires a bachelor's degree and 10+ years of progressively increasing managerial responsibility with technical staff. Our VP of Professional Services will demonstrate experience building and scaling a large professional services business with direct accountability for financial targets.

This position reports to our COO and manages the PS Directors and Managers.

Key Responsibilities:

- Establish strong cross functional relationships and serve as a thought partner to the entire organization

- Develop and execute a comprehensive strategy for the Professional Services organization, aligning with Decisions' overall business objectives

- Lead and manage a high-performing team of consultants, project managers, and technical experts, fostering a culture of collaboration, innovation, and continuous improvement

- Collaborate with sales, product, and engineering teams to identify and capitalize on growth opportunities, driving revenue and profitability for the Professional Services organization

- Monitor and report on key performance indicators (KPIs), adjusting strategies and tactics as needed to achieve organizational goals

- Implement best practices, efficient processes and methodologies, and necessary tools to optimize resource allocation, reduce costs, maximize productivity, and enhance customer success

- Identify and prioritize opportunities with higher margins; invest in the development of expertise and resources needed to deliver these services more effectively

- Regularly monitor and review project budgets, timelines, and resource allocation to ensure they are aligned with financial goals; make needed adjustments to prevent cost overruns and maintain margins

- Ensure delivery of exceptional service quality

- Consistently provide stellar services by ensuring that the team is equipped with necessary skills and expertise, fostering a culture of continuous improvement, and maintaining a strong commitment to client satisfaction

- Establish an open and honest line of communication with clients, keeping them informed on project progress, addressing concerns promptly, and engaging in regular check-ins to ensure alignment with their goals and expectations

- Collect and analyze client feedback through various channels (e.g. surveys, feedback) to identify areas of improvement, address issues in a timely manner, and make data-driven decisions to enhance the overall customer experience

- Oversee the end-to-end delivery of consulting services, implementation projects, and customer support, ensuring high levels of customer satisfaction and success.

- Implement standardized methodologies and best practices to expedite product implementation

- Develop onboarding and training programs to help clients quickly understand and effectively utilize the platform's features and benefits, shortening the learning curve and accelerating time-to-value

- Establish clear communication and collaboration channels between the professional services team and customers to ensure alignment on goals, timelines, and expectations, enabling faster issue resolution and smoother product Bachelor's degree in Business, Computer Science, Engineering, or related field; Master's degree or MBA preferred.

- 10+ years of progressive experience in professional services with a focus in technology organizations

- Proven track record of leading and scaling high-performing teams, managing complex projects, and delivering exceptional results.

- Excellent communication, negotiation, and interpersonal skills, with an ability to build strong relationships at all levels of an organization.

- Proven presentation, interpersonal communication, and organizational skills and proven ability to communicate our value proposition

- Extensive experience in progressively senior positions in a solution/services delivery environment

- Experience implementing effective management processes within complex environments

- Strong analytical, problem-solving, and decision-making abilities