Head of Professional Services - Toronto, Canada - T6 Talent Partners

T6 Talent Partners

Verified Company

Toronto, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Our client is a leader in the B2B Enterprise SaaS sector.

This person will be tasked with strengthening and executing a comprehensive implementation strategy with the Implementation Partner that ensures exceptional customer experiences throughout the initial sales cycle through to implementation, go-live, and in some cases, expansion.

This includes leading the Professional Services team, as well as fostering a culture of partner and customer-centricity within the organization.

The ultimate goal is to support our partners in accelerating the time to value for our customers by achieving their objectives through the company's solutions.

As a key member of the Customer Experience management team, the Head of Professional Services plays a critical role in shaping the company's overall brand reputation and positioning the company as the most trusted partner for the sector.

Are you a visionary leader in professional services, passionate about owning the customer journey? Do you excel in coordinating complex, multi-departmental operations to deliver exceptional customer experiences? Are you the one who not only solves immediate problems but also innovates to prevent future challenges?

Consider this:
When confronted with an issue, do you see it as an obstacle or an opportunity?

If you're energized by a fast-paced environment, have a proven track record of leading large teams, and are committed to elevating implementation services to an art form, our role as Head of Professional Services might just be your next big career move.

As our Head of Professional Services, you will be the cornerstone of ensuring that our clients not only receive what they invest in but experience it in an extraordinary and timely manner.

Your role is pivotal in shaping the future of our company, a rapidly growing company at the forefront of its industry.

What you'll be building:

Services Engagement Model:

For our Enterprise solution: Design an integrated staffing model with our implementation partners and the company's Professional Services, allowing our Implementation Partners to prime with the right oversight from the company.
For our SMB solution: Mature the implementation process and methodology in place today to align with the existing set of Enterprise solutions, allowing for integrated solutions, as well as standalone.

Professional Services Organizational Chart:

Building out a workforce plan for the professional services team ensuring the right headcount and defined skill sets to support our growing services engagement model

Project Governance and Implementation Methodology:

Work crossfunctionally to help define the right level of sponsorship across the business, the Implementation Partners and the customers for implementation
Review the company's Professional Services methodology and assets to provide recommendations for improvement

Services Margin:

Build a sustainable services model with pricing strategy to enable the company to operate Professional Services with the framework of balancing the need for profitability with delivering excellent customer experiences

We are looking for a leader to:

Provide strong leadership and direction to the professional services team, which includes project managers, business analysts, and solution architects. Creating a motivated and cohesive team that can effectively deliver services to clients and implementation partners.
Refine roles and responsibilities, hire talent accordingly, train, coach and mentor the team and help them grow their skills and careers.
Build and maintain relationships with customers and implementation partners,, understanding their requirements, and ensuring that the services provided meet or exceed their expectations.
Oversee the planning, execution, and delivery of professional services projects. This involves managing project timelines, budgets, and resources to ensure successful outcomes.
Identifying and mitigating potential risks associated with service delivery, client relationships, and project execution.
Implementing quality control processes to ensure the highest standards of service delivery. This may include monitoring client satisfaction, evaluating project success, and making improvements, as necessary.
Providing regular reports and updates to senior management on the performance and progress of the professional services department.
Responsibility for the financial performance of the professional services department, including budgeting, forecasting, and monitoring financial metrics.
Identifying opportunities to expand the company's professional services offerings and working closely with sales and customer success teams to drive growth.
Managing the allocation of human and technical resources to projects and ensuring that teams have the necessary skills and tools to perform their work effectively.
Staying up to date with industry trends, technologies, and best practices to ensure that t