Vice President, Professional Services

The Role

Fusion is currently seeking a VP of Professional Services who has a passion for ensuring clients realize the intended value the Fusion Framework System delivers during the implementation phase. This leader will also have a passion for continuous improvement as we continue to grow and improve our processes.

• Act as the Fusion executive sponsor and escalation point for new client implementations
• Demonstrate a bias to action
• Build a culture of trust and respect with your direct reports, Fusion colleagues, clients, and partners
• Design and drive the strategy and processes to onboard, enable, and implement new clients of various sizes to realize the value of the Fusion Framework
• Bring client escalations to a successful resolution with responsive, effective, and efficient management
• Establish and implement metrics to assess project quality, productivity, and financial outcomes
• Coach and guide a team of talented managers to lead implementations successfully and independently for all levels of client engagements
• Partner with the VP of Client Services to determine the highest and best use of skills across the combined teams
• Collaborate with counterparts on the Professional Services Leadership, Sales, Account Management, and Customer Success teams to ensure the best possible implementation experience for new clients
• Develop and demonstrate a culture of continuous improvement with scalable, repeatable processes that culminate in highly satisfied, referenceable clients
• Work with the leadership team to ensure all strategic and utilization objectives are met
• Foster our culture to hire, develop, and retain top talent

Key Interactions

• Prospects and Clients: Daily/Weekly as a point of escalation or at key points during client implementations
• COO/PS Leadership Team: Daily/Weekly on operating and strategic priorities
• Sales Leadership: Daily/Weekly collaboration on prospects and successful new implementation kick-offs
• Product/Tech Team: Product enhancements, quick starts, configurations
• Services Direct Reports: Daily to lead, coach, develop, and manage outcomes
• Board: Key initiative updates

Success Metrics

• Financial: Revenue, profitability
• Operational: Implementation: Team billable utilization, Net Promoter Score (NPS)/Client Satisfaction, backlog management, team health
• Organizational: Team development and growth: hiring, onboarding/training, career pathing, performance management, succession planning as well as employee engagement, staff retention, and employee NPS

Knowledge, Skills, and Abilities

• BS/BA degree in a related field
• 15+ years of experience leading managers and individual contributors in delivery and support organizations; strong preference for prior client-facing experience in SaaS environments
• Deep experience leading project escalations through to remediation of risk
• Experience building and developing teams at high-growth companies
• Demonstrated experience with change leadership
• Financial acumen; completely comfortable understanding and explaining project and program P&L reporting
• Track record of developing and implementing operating metrics, policies, and procedures
• Ability to quickly identify issues, analyze data, and recommend solutions
• Desire for innovation, continuous learning, and improvement
• High energy and enthusiasm; bright and collaborative leader 

This position may be performed remotely anywhere within the United States except the state of New York. 

Fusion Risk Management, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, disability, religion, sex, sexual orientation, gender identity or national origin. Nothing in this job posting should be construed as an offer or guarantee of employment.