SVP, Professional Services & Technical Support

Job Description

The SVP, Professional Services & Technical Support drives operational strategy and has input into the strategic direction of the customer experience through oversight of our Technical Support, Implementation, and Integrations teams. The SVP, Professional Services & Technical Support will create and execute the department vision and implement strategic plans in alignment with the corporate global strategy. The SVP, Professional Services & Technical Support consults on strategic initiatives and opportunities in partnership with key internal stakeholders (including Sales, Account Management and Technology) to drive innovation and value for iCIMS customers. The SVP, Professional Services & Technical Support is recognized as an influential leader within and outside the organization, consistently working with abstract ideas or situations across functional areas of the business. An ideal candidate will have a strong technical support background across multiple geographies on a global basis with enterprise customers. The SVP, Professional Services & Technical Support reports to the Chief Operating Officer.

 

Responsibilities:


Strategy
• Collaborate with the COO to establish the vision and strategy to drive world class excellence within Professional Services & Technical Support teams on a global perspective. Drive results that are specifically targeted to the customer base
• Define the long-term vision for the Professional Services & Technical Support functions, building and executing strategies to continuously improve and optimize our customers results and satisfaction
• Provide strategic thought leadership to customers and to internal product and sales teams
• Provide strategic and operational leadership in key areas including Technical Support, Engagement Management, Project Management, Implementations and Integrations for both Enterprise and Commercial customers
• Architect the Technical Support organization and solutions to leverage and scale in line with our geographic footprint, revenue and expense budgets
• Offer vision and guidance to consistently kaizen the maturity of iCIMS best practice

 

Operations
• Develop the overall operational framework and MBOs for the Professional Services & Technical Support teams to ensure the team can deliver services at scale for an expanding global enterprise customer base
• Advocate for iCIMS customers by quickly resolving escalations, representing the voice of the customer and influencing internal stakeholders at all levels as needed to deliver customer value and outcomes
• Drive the adoption of standardization, accelerate delivery and identify revenue growth opportunities through service innovation
• Consult on strategic initiatives and opportunities to drive innovation and value for customers
• Collaborate/partner with the broader FIS Solution Delivery and executive professional service teams across the Groups and geographies to build synergies and seize opportunities
• Partner with key internal stakeholders (including Sales, Account Management and Technology) to drive a seamless and continuously improving experience for internal and external customers
• Oversee the improvement of process efficiencies within the project methodology
• Focus on building and improving process efficiencies within the Professional Services & Technical Support teams to drive Customer Experience Second to None
• Assume a leadership role in the development and management of Resource Allocation, Project Scope, and issues
• Assist with the development of new project related iCIMS Services
• Work closely with other team members on various projects and initiatives
• Partner with the sales organization in providing hands-on support for new business opportunities, to strengthen the pipeline and maximize in-year revenue
• Establish and maintain relevant policies, processes, controls and feedback systems to monitor and ensure optimal operation of the department
• Assist the Professional Services, Technical Support, and broader Services organization on escalated issues and deals with customers in a professional and effective manner
• Manage considerable P&L responsibility for Professional Services & Technical Support organization
• Maintains superior product and process knowledge, staying abreast of new enhancements that will impact the customer experience and ensuring that internal teams are trained appropriately to deliver support to our customers
• Stays abreast of market conditions and industry best practices and apply to philosophies and processes, presenting recommendations as necessary for the company to remain competitive


Team Leadership
• Manage all aspects of performance and development of direct reports and provide situational leadership to a high performing team to encourage engagement and professional growth
• Manage relationships with senior client contacts and other leadership to provide key leadership and oversight
• Be an inspirational leader and create a vibrant, inclusive culture that inspires people to do their best work
• Establish prioritization for team resources delegating and assigning projects, duties, and objectives throughout the organization to achieve objectives
• Foster collaboration and a shared culture within team as well as across the full Services organization
• Lead and coach the team, structuring appropriate training and development and eliminating roadblocks to team performance
• Partner with Talent team on the acquisition and retention of people resources to fulfill team mission successfully; own the selection process
• Partners with Talent Development team on training initiatives to ensure technical support & professional services teams have optimal knowledge to support our customer effectively
• Consistently ensure that business is conducted with integrity at all times and that behavior aligns with iCIMS policies, procedures, and core competencies

 

Metrics
• Establish and maintain a budget staying within spending parameters
• Measure departmental performance by implementing and refining metrics, and reporting to stakeholders as appropriate
• Establish processes and tools for tracking metrics
• Create cadence for review within team to drive continuous improvement
• Monitor performance & utilization to proactively identify efficiency issues and propose solutions
• Manage the key performance indicators for the role including revenue, margin, utilization, client satisfaction, stakeholder satisfaction
• Provide effective status updates and dashboards regarding the delivery of the team
• Ensure team utilization targets are met
• Hold leaders and teams accountable to deliver in line with key metrics and deliverables
• Provide reporting and metrics to Executive leadership on the progress against set strategy and objectives
• Define and operationalize KPI’s and metrics for Technical Support which must be achieved and hold team accountable for exceeding these metrics

 


Qualifications:
• The ideal candidate should have minimum 15 years of experience in proven leadership and global enterprise software and services
• Minimum 7 year of direct management of a team
• In-depth expertise of the Professional Services and Technical Support functions along with the ability to understand business strategies, company goals, and external factors affecting governance of company activities
• Proven experience scaling support function and teams across geographies to support a growing global enterprise customer base
• Must have an ability to think strategically and objectively and effectively translate data into actionable insights/strategies
• Highly articulate communicator who can convey important messages in a clear and compelling manner at all levels of the organization internally as well as externally
• Demonstrated track record working with C suite Executives and Boards, equally comfortable addressing large public audiences or senior level customers
• Proven success in leading high-performance teams, achieving results through others, and being a strong collaborative leader
• Exceptional problem-solving ability, and practical experience in delivering complex solutions in a fast-moving, high-growth global business landscape. Adaptability in pressure situations, and empathy for clients and staff
• Demonstrated results orientation with a proven track record of flawless execution and strong attention to detail
• A self-starter with the demonstrated ability to take initiative, who can proactively identify issues/opportunities and recommend actions
• Exceptional customer orientation focus and success in creating a superior Customer Experience across geographies for mid-market as well as global enterprise customers
• Demonstrated ability to influence cross-functional partners and upper management to impact decision-making
• Strong business and financial acumen are required
• Has a contagious and positive work ethic, inspires others, and models iCIMS core competency behaviors
• Ability to organize and manage multiple, and at times competing priorities
• Passion for inclusion and diversity
• Travel approximately 30%


Education/Certifications/Licenses Required:
• BA/BS or relevant work experience

 

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.