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Vice President of Professional Services

Benefits Offered
Work/life balance
100% health vision and dental coverage
Life insurance
401(k) with matching
Paternity/maternity leave
Continuous education
Casual dress code
Snacks/beverages
Company outings
Unlimited PTO
Flexible hours
PAC-MAN arcade game
Pet friendly
Green office

Vice President of Professional Services

Zennify aspires to be the most trusted, impactful and inspirational advisor in the consulting ecosystem.

Zennify is looking to add a Vice President to our rapidly growing and highly talented consulting and technical services organization. The VP of Professional Services is a highly visible role making a major impact on Zennify’s business, and even more so on our customers and partners’ businesses.

As the VP of Professional Services, you’ll have proven experience leading Professional Services teams on a national scale and understand the evolving stages of SaaS businesses models that exceed client expectations. The VP will focus on quality standards, technical leadership, operations, people management, skills development, and executive collaboration to meet business goals and objectives.

Primary Responsibilities

Primary Responsibilities

  1. Delivery Standards
  • Lead all efforts in Delivery and Professional Services best practices, establishing a CoE and Delivery Operations
  • Set, align and drive delivery standards
  • Manage team functionality, processes, methodologies
  • Develop programs, policies to meet company expectations with an emphasis on trusted advisor skills and standards in the practice, such as the consulting and advisory acumen, consulting in the gray area, etc.
  • Cultivate relationships with strategic clients, understand their industry norms and trends
  • Add strategic consultative value to portfolio discussions, client engagements
  • As a customer to the service-based ops organization, establish and manage to expectations, deliverables, and service level agreements
  • Identify delivery practice business and process optimization needs, prioritize and help shape POR for improvement
  • Serve as a technical SME on various technical solutions within Zennify’s practice

2. Delivery Operations & Customer Satisfaction

  • Ensure team runs efficiently for all types of engagements, including but not limited to, Salesforce Pro Services implementations, MuleSoft and API integration projects, nCino opportunities, Managed Services and Web Services solutions
  • Takes an analytic approach to measure trends, root cause analysis for any trouble spots in delivery, and acts accordingly to correct processes, actions and methodologies that will mitigate client risk
  • Ensure Utilization goals are met for each Professional Services resource
  • Optimally map and align resources to projects/portfolios - partner with managers to drive employee performance
  • Practice succession planning - resource succession
  • Communicate priorities, challenges and results to the team as well as executive leadership
  • Increase project and program delivery accuracy in terms of time, quality, and costs
  • Ensure the team is adhering to all compliance requirements for all client engagements
  • Own the CSAT expectations and align team technical and soft skills expertise to meet top scores
  • Drive improvements in overall customer satisfaction

3. Delivery P&L

  • Planning, managing and reporting on the overall Professional Services P&L, Forecasting
  • Manage Delivery team overall budget, including hiring, training, travel, technical resources, events, etc.

4. People Management

  • Cultivate relationships with direct reports, mentor, coach, and advise direct reports in accordance with business goals and Zennify Vision
  • Manage team performance, set standards, goals and objectives for the team as a unit, as well as individually
  • Measure and review performance on a consistent basis and adjust development plans as required
  • Inspire delivery team - Engagement, employee retention at 88%
  • Responsible for recruiting, directing, motivating, and developing staff to maximize their individual contributions and progress their individual career paths
  • Collaborate with team Directors and Managers to successfully lead teams, leverage their mentorship to create an awareness of individual potential

5. Skills Management & Technical Leadership

  • Foster team members capabilities by partnering with Training/L&D, keeping a skills matrix and fostering development in order to meet client demands and business goals - across the Salesforce ecosystem, and related digital transformation capabilities such as web/full stack capabilities
  • Build and sustain optimal talent levels: Identify delivery practice resource needs, including technical and capabilities/roles and experience level
  • Create opportunities for team members to advance and share technical knowledge
  • Develop training and performance improvement plans to keep skills and performance up to standards
  • Support and coach Delivery leaders in identifying and creating coaching moments for team members
  • Scale talent capabilities to anticipate growing technical customer needs and business offerings

6. Executive Collaboration

  • Serve as a member of the Leadership team supporting Executive strategy, upholding culture, values and mission
  • Develops a command of business and portfolios, is proactive business management cadence and planning
  • Understand and drive decision support based on core business metrics and indicators
  • Proactively review and set meeting cadence with leadership team to discuss Delivery needs, performance, i.e. portfolio reviews, etc.
  • Bring innovative ideas to further enhance all of Zennify solutions to clients
  • Represent Zennify at industry events, partner meetings and overall business community
  • Collaborate with Sales, GTM to support Sales enablement


Requirements

  • BA/BS in a technical field MIS, Computer Science or equivalent, or combination of business degree with technical experience
  • 10+ years in Professional Services roles with demonstrated growth and increasing responsibility
  • 5+ years leading Professional Services practice in a fast-paced SaaS environment
  • Understanding of financial metrics associated with Services Delivery (Utilization, Margin, Delivery Efficiency, etc.)
  • Polished presentation, verbal, written and client communication skills
  • Takes ownership of quality of work delivered
  • Able to perform in a metrics-driven, process-based organization
  • Organizational skills such as prioritization, proactive management, meeting organization and action follow through
  • Extensive experience with managing people, including mentoring and leadership skills
  • Exceptional client facing skills


Qualities of the Ideal Candidate

  • Thrives in a team-based, high energy and fast-paced environment
  • Service-oriented and innately driven to produce outstanding customer satisfaction and results
  • Enjoys discovering, learning about and implementing new technologies
  • Analytical and able to logically and methodically work through problems
  • Strong aptitude for prioritization and multitasking in a deadline-driven environment
  • Possess a sense of urgency with strong organizational and follow-up skills
  • Ability to meet travel requirements, when applicable (up to 25% travel projected)