VP, Professional Services (Open to Remote)

The Vice President of Professional Services will be responsible for the definition, development and delivery of Klaviyo’s Professional Services offerings, including On-boarding, Implementation and Strategic Services (advisory/process/strategy).  This experienced and strategic leader will join the leadership team within the Customer Success organization, and partner with Customer Success leaders in building out Klaviyo’s Professional Services team. As a partner first company, they will lead teams in defining/refining the Go-To-Market and customer engagement strategies and deliver high-impact services work for customers that demonstrate measurable results for the business, while also ensuring a strong and direct relationship with our partner community. 

This leader will build, mentor, and grow a geographically dispersed organization globally (North America and EMEA to start) for PS resources specifically with emphasis on providing a thoughtful, trusted and ambitious environment where employees can add significant value and develop professionally.

This role will serve as a significant and visible executive leader with customers and internal teams including Sales, Product, SA and other Customer Success organization, representing the goals and values of Klaviyo to deliver tangible customer results through superior Klaviyo technology and world class technical and strategic expertise. 

This role will report into the SVP of Customer Success and Support

Responsibilities

• Lead and manage the services teams including On-Boarding, Professional Services and Partner Success Management. 
• Define the strategy and key business outcomes for the Services organization; work with cross-functional partners to define the service offerings that offer strong value,  accelerate delivery, increase quality, ensure customer success, and generate a margin positive outcome for the overall professional services P/L.
• Oversee and manage the Klaviyo Services team to achieve key performance as well as quarterly and annual sales, margin and revenue targets.
• Hire, develop, coach, and manage a top-talent team of On-Boarding, Professional Services and Partner Success professionals
• Engage with C-level and VP-level customers and partners to build strategic partnerships and mutual success plans through well-scoped and implemented consulting services agreements. Serve as an executive point of escalation leadership with customers.
• Collaborate with Klaviyo and Partner stakeholders, including Customer Success, Sales and Product teams to accelerate time to value via on-boarding and implementation
• Work closely with Legal and Finance team members to develop and manage the structure and quality of commercial contracts
• Contribute to key business performance metrics include ARR, GRR, NRR as well as NPS and Customer Satisfaction.

What You Need to Succeed

• 15+ years of experience in Services/Consulting and/or partner role with at least 8 of those years in leadership and management roles
• Experience leading a regional or distributed services and/or partner team for a minimum of two years.
• Successful history of owning a bookings and revenue number 
• Experience scoping and delivering both simple and complex deals
• Experience leading a high-growth global consulting practice within an enterprise software/SAAS business or digital technology services firm.
• Experience as a partner or working within a SaaS partner ecosystem
• Experience with Klaivyo and/or other Digital Marketing products and digital transformation programs is a plus, but not required.