About the Role

The Vice President of Professional Services at SumTotal is responsible for leading the North American Professional Services organization. Your team will be accountable for consulting with SumTotal’s growing customer and partner base on the implementation and configuration of SumTotal’s full suite of products and services. You will be responsible for managing and handling account escalations as well as providing the required pre-sales support.  You will also be responsible for ensuring on-time, high-quality deliverables, as well as high levels of client satisfaction. You will have P&L responsibility for the North American Professional Services group and be responsible for meeting quarterly and annual goals for revenue and margin. Other duties include developing and implementing strategies for expansion, employee development, and ongoing management of the professional services organization. The ideal candidate would provide direction to Professional Services Directors, consultants, and project managers in areas including: project management, consulting management, customer relationship management and field readiness. Responsibilities also include partnering with sales to provide Professional Services pricing strategies and support new business by regularly presenting to prospects.

Duties and Responsibilities

• Pre-sales and sales support
• Define and sell new PS service offerings

• Responsible for meeting revenue and P&L targets
• Ensure consistent forecasting and delivery of PS revenue
• Build relationships with customer executives and sponsors
• Anticipate potential issues with revenue and delivery and implement appropriate remedies
• Demonstrate thought leadership in professional services best practices
• Analyze PS program metrics and trends to evaluate success of overall program
• Manage customer escalation, working closely with Customer Support, Engineering, and Product Management in resolving product-related implementation issues
• Build relationships with customer executives and sponsors
• Be a trusted advisor among internal and external constituents (up to C level) based on program management, product and solution knowledge
• Plan and manage the Professional Services organization including headcount requirements, recruitment strategies, and organizational development
• Drive best practices and continuous improvement

Requirements

• Minimum 10+ years’ management (staff and budget responsibility) experience in services delivery within a global enterprise software solutions company. SaaS experience preferred
• Demonstrated success in scaling and profitably growing a professional services business focused on predictable implementation
• Demonstrated success with driving organizational change and aligning teams to meet corporate and departmental objectives
• Demonstrated success as a seasoned manager with ability to hire, mentor, coach and develop a geographical dispersed high performing Professional Services team
• Excellent client relationship management skills, and ability to play a trusted advisor to C level customer executives to execute an implementation plan that works towards a rapid, successful go live
• Excellent customer interaction, presentation, written and oral communication skills, with the ability to present to different audiences and bring the message across in a concise, professional manner
• Track record of successful solution delivery with demonstrated success managing multiple complex projects, juggling competing priorities, and meeting exacting deadlines
• Experience scoping and estimating project effort, documenting solutions in Statement of Work, and presenting the content to customers as well as a sound understanding of project control KPIs
• Must be able to work in a fast-paced and passionate environment
• Excellent problem solving skills
• Detail-oriented with the ability to dive into project details