VP - Professional Services

Finalsite is the first community relationship management platform for K-12 schools transforming how schools attract students engage families build community — and thrive. More than 7000 schools and districts worldwide trust Finalsite’s integrated platform for their websites communications mobile apps enrollment and marketing services. Finalsite is headquartered in Glastonbury CT USA with employees who work remotely in nearly every state in the U.S. as well as Europe South America and Asia. For more information please visit www.finalsite.com .

VISION

Finalsite will transform the way school communities engage with their schools. SUMMARY OF THE ROLE

The Vice President of Professional Services at Finalsite is responsible for delivering an efficient seamless implementation experience for Finalisite clients in all of our end markets and for all of our products and services. As the VP leading the Professional Services function you will develop implementation methodologies repeatable processes and continuous improvement strategies to ensure that we exceed our clients expectations and deliver the quickest time to value with the least effort and impact during onboarding to Finalsite. Functional areas of ownership include project management training client education (digital) business consulting technical services creative services website design and development and digital marketing services.

LOCATION

100% Remote - Anywhere within the US

RESPONSIBILITIES

• Strategic Leadership & Vision

  • Develop and refine the strategic direction of Professional Services to align with Finalsite’s organizational objectives long-term vision and “clients first” value.

  • Design and implement strategies to expand service offerings (e.g. subscription services digital) improve operational efficiency and drive revenue growth.

  • Monitor industry trends and competitor offerings to identify opportunities for innovation and differentiation.

  • As a member of the Client Success Leadership Team reporting to the CCO contribute to the CS team’s vision mission goals objectives and strategy.

• Implementation Journey Excellence

  • Own the implementation Journey from sales engagement and sales handoff through handoff to CSM and Support teams.

  • Leverage technology best practices and a continuous improvement mindset to build a best in class K-12 Edtech implementation experience.

  • Exceed client expectations as measured by implementation CSAT training CSAT time to value and total cost of implementation.

• Financial Acumen

  • Meet services revenue services margin services bookings and billable utilization targets.

  • Manage the professional services team to annual plan targets for staffing levels and expenses while maintaining high levels of service.

  • Partner with Finance and Ops colleagues to develop resourcing and utilization models to deliver timely planning and accurate forecasting.

• Operational Excellence

  • Instill a continuous improvement mindset driving continual improvement in the client implementation experience and Finalsite services KPIs.

  • Data driven decision maker: Leverage data analytics and performance metrics to monitor and improve service delivery effectiveness.

• Account Management

  • Develop strong long term relationships with key clients by acting as a trusted advisor and deeply understanding their needs.

  • Manage client escalations effectively resolving the majority of issues without further escalation to sales product and engineering teams.

• Cross-Functional Collaboration

  • Collaborate with Sales to ensure seamless client transition support selling the value of services and meet commitments for project start and project complete.

  • Collaborate with Product and Engineering teams routing actionable feedback about the implementation experience product defect and enhancement requests.

  • Collaborate with colleagues in the CSM and Support functions within the larger Client Services team to deliver industry best implementation and post implementation experiences for our clients.

  • Partner with Operations (CS Ops) to develop tools data reporting as necessary to run the services business and the services team.

• Team Leadership and Development

  • Recruit develop and retain top talent across Professional Services functions fostering a high-performing client-focused team.

  • Provide ongoing mentorship coaching and development opportunities to support the professional growth of team members.

QUALIFICATIONS AND SKILLS

• Bachelor’s degree in a relevant field; MBA or advanced degree preferred.

• 10+ years of progressive leadership experience in Professional Services in the technology industry preferable within a SaaS company.

• Proven track record of managing diverse teams and driving operational excellence while maintaining a client-centric approach.

• Exceptional strategic thinking problem-solving and decision-making abilities.

• Strong interpersonal and communication skills with the ability to build trust and influence across all levels of an organization.

• In-depth knowledge of project management methodologies service delivery frameworks and performance metrics.

• Ability to thrive in a dynamic fast-paced environment while managing multiple priorities and stakeholders.

• Experience with team building mentoring and fostering a culture of professional growth and accountability.

• Familiarity with digital marketing creative services or front-end development is a plus.

RESIDENCY REQUIREMENT

Finalsite offers 100% fully remote employment opportunities however these opportunities are limited to permanent residents of the United States. Current residency as well as continued residency within the United States is required to obtain (and retain) employment with Finalsite.

DISCLOSURES

Finalsite is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories consistent with legal requirements. EEO is the Law. If you have a disability or special need that requires accommodation please contact Finalsite's People Operations Team. Finalsite is committed to the full inclusion of all qualified individuals. As part of this commitment Finalsite will ensure that persons with disabilities or special needs are provided a reasonable accommodation. Ensure your Finalsite job offer is legitimate and don't fall victim to fraud. Ask your recruiter for a phone call or other type of verbal communication and ensure all email correspondence is from a finalsite.com email address. For added security where possible apply through our company website at finalsite.com/jobs.