VP, Professional Services

Job Description

Title: Vice President, Professional Services

Reporting to: Chief Customer Experience Officer

Location: Remote, US

Department: Customer Experience

At Quickbase, we believe exceptional employees are not only the key to our success, but also to our customers’ success. We are seeking an experienced and visionary Vice President of Professional Services to lead our growing global team of Professional Delivery Resources.  The Vice President of Professional Services will be responsible for leading and managing all aspects of the Professional Services organization within a high-growth SaaS company. This leader will drive and retain revenue, define services offerings, maintain utilization targets, optimize service delivery processes, and continuously enhance the customer experience. Additionally, the VP will play a key role in managing risks, supporting the remediation of customer challenges, and driving product adoption across our customer base. Prior experience leading a high-performing, revenue-generating professional services organization within a subscription-based business model is required.

Key Responsibilities

Revenue Growth & Retention:

·      Lead efforts to drive revenue growth through new service offerings, upsell opportunities, and retention strategies.

·      Define pricing models and service delivery packages in alignment with company goals.

·      Ensure effective revenue forecasting and budgeting for Professional Services.

·      Build strong relationships with key clients, ensuring long-term customer satisfaction and retention.

Service Offerings Definition & Technology Requirements:

·      Develop and refine Professional Services offerings that align with the company’s overall business strategy and the needs of customers.

·      Collaborate with Product and Engineering teams to ensure technology requirements for service delivery are met and integrate seamlessly with customer needs.

·      Define and communicate service expectations, project scope, timelines, and deliverables for customers.

Process Definition & Optimization:

·      Define, standardize, and optimize end-to-end service delivery processes, ensuring efficiency, quality, and scalability.

·      Implement best practices in project management, including resource allocation, scheduling, and customer communication.

·      Work with internal teams to continuously improve service delivery methodologies, tools, and documentation.

Utilization & Resource Management:

·      Monitor and maintain utilization targets for global Professional Services resources, ensuring team members are effectively engaged and productive.

·      Oversee capacity planning, balancing resource demand and availability across different regions.

·      Foster a culture of excellence and continuous improvement in the utilization and performance of the Professional Services team.

Customer Experience & Risk Management:

·      Lead the team in delivering exceptional customer experiences, ensuring that customer needs are met with high-quality service delivery.

·      Proactively identify and mitigate risks that could impact the success of customer engagements or service delivery.

·      Develop and implement processes for handling escalations, ensuring timely resolution of customer issues.

Product Adoption:

·      Work closely with Customer Success and Sales teams to drive product adoption and ensure customers derive maximum value from the company’s solutions.

·      Identify and act on opportunities to upsell, cross-sell, and enhance customer engagement with the product.

Leadership & Team Development:

·      Lead, mentor, and develop a global team of Professional Services resources, ensuring continuous professional growth and high performance.

·      Foster a collaborative and inclusive team culture that is focused on delivering value to customers.

·      Provide ongoing coaching, performance evaluations, and career development support for the Professional Services team.

Cross-Functional Collaboration:

·      Collaborate with Sales, Customer Success, Product, and Engineering teams to ensure seamless delivery and execution of services.

·      Share insights and feedback with internal teams to influence the product roadmap and future service offerings.

Qualifications:

·      Bachelor’s degree in Business, Engineering, or at least 10 years of experience in professional services, with at least 5 years in a leadership role in a SaaS environment.

·      At least 10 years of experience managing and leading global teams, driving revenue growth, and improving operational efficiency in a SaaS or technology company.

·      At least 10 years of experience in customer success, service delivery, and process optimization.

·      At least 5 years of experience defining and executing services strategies that align with company goals and drive long-term customer satisfaction.

·      Expert level, In-depth understanding of SaaS business models, subscription-based revenue generation, and customer lifecycle management.

·      Strong analytical skills, with the ability to drive decisions based on data and KPIs.

·      Excellent communication, presentation, and interpersonal skills, with the ability to build relationships with executive-level stakeholders and customers.

·      Proven ability to thrive in a fast-paced, high-growth environment.

Key Attributes:

·      Strategic Thinker: Ability to anticipate future customer challenges and develop scalable solutions to address them.

·      Customer Advocate: A passion for creating positive customer experiences and championing their needs internally.

·      Data-Driven: Comfort with analyzing metrics and using data to inform decisions, optimize processes, and measure team success.

·      Results-Oriented: Strong focus on outcomes, ensuring that the Professional Services organization is aligned with customer and business goals.

Why Join Us:

·      Opportunity to lead a global, high-impact PS team in a growing SaaS company.

·      Be part of a collaborative and innovative team shaping the future of cloud-based technology.

·      Competitive compensation and benefits package.