Vice President Of Professional Services

About Rocketlane helps teams elevate the client delivery experience-for both internal teams and their customers Since our product launch in June 2021 we ve become the 1 highest-rated platform on G2 for Client Onboarding and 2 for PSA trusted by 400 customers worldwide Founded in 2020 by and the team behind Konotor relaunched as FreshChat and acquired by Freshworks HQ in Chennai India with a US office in Lehi Utah 100 team members and growing fast 64 ARR from top 75 customers 3 2X ARR growth in 2022 and 33 of new ARR this year are multi-year contracts Serving teams ranging from 5 to 1000 members with 94k MRR in multi-year contracts signed all time Recognized as a market leader since launch Rocketlane is redefining client onboarding and professional services automation with a fun fast-paced culture Role Overview We re looking for a dynamic Professional Services Leader who combines deep expertise in services and product can drive maturity in service engagements and inspire teams You ll be the go-to leader for customers and internal teams diving deep into technology and product to solve problems and deliver exceptional outcomes What will you do Own and drive the 12- and 24-month strategic roadmap for post-sales success aligned with Rocketlane s ARR and growth objectives Lead and scale the Professional Services function ensuring world-class delivery across onboarding implementation support and customer success Inspire mentor and grow a high-performing team currently 10 members fostering a culture of ownership innovation and continuous improvement Design and execute scalable service delivery models tailored for SMB mid-market and enterprise segments-balancing automation with high-touch engagement Develop and operationalize bestinclass playbooks and processes covering scoping scheduling staffing budgeting tooling and integration to ensure predictable outcomes Create strategic service packages implementation migration consulting that drive confidence set clear expectations and position Rocketlane as a preferred partner Be the executive point of escalation for complex customer challenges ensuring swift resolution and successful project go-lives Build deep trusted relationships with key customers acting as a strategic advisor and championing their long-term success Define and track success metrics-time-to-value adoption CSAT NPS and customer health-driving accountability and continuous improvement Collaborate closely with Sales Product Engineering and Marketing to influence roadmap decisions align GTM strategies and enhance the overall customer experience Own and manage the post-sales org budget making data-driven decisions to optimize performance and resource allocation Represent Rocketlane externally at customer events and industry forums strengthening our brand as a leader in customer onboarding and professional services You should apply if 15 years in professional services customer success or product roles within SaaS or tech or start-up companies Proven experience leading teams and driving maturity in service engagements Strong technical aptitude and curiosity comfortable diving deep into product and technology Excellent communication and relationship building skills able to engage with C-level executives and customers globally A natural leader who inspires teams and thrives in a fast-growing evolving environment Experience with PSA tools onboarding platforms or SaaS implementations is a plus Why join us At Rocketlane we re all about building a great product and a great place to work Here s why you ll actually look forward to Mondays Impact and ownership You won t just be another cog in the machine here you re more like a turbocharged engine part Bring your ideas make them happen Work with the best We re a team of passionate quirky and ridiculously talented people Come for the work stay for the memes Celebrate wins Whether we re hitting major milestones or celebrating new funding we like to mix it up From to team outings we believe in celebrating big Learn and grow We re all about learning-and we re not just talking about the latest SaaS trends You ll grow your career pick up new skills and maybe even learn to love Excel or at least tolerate it Flexibility and balance While we love collaborating in the office five days a week we know everyone has their own rhythm That s why we offer flexibility around hours-so you can bring your best energy whether you re an early bird or a night owl Pajamas optional at least outside the office