VP, Professional Services
Who is Interactions?
Interactions, LLC is the world’s largest independent AI company. We operate at the intersection of customer experience and AI – two of today’s most innovative and dynamic industries. Since 2004, we’ve helped leading companies like MetLife, Citi, Shutterfly, and LifeLock have millions of successful conversations, resulting in saving operational cost and increasing productivity.
Interactions’ 5-year vision is to accelerate a transition from today’s frustrating and uninspired customer service experiences into amazing conversational engagements! Allowing customers to communicate in their own words and on their channel of choice, to accomplish tasks, all without having to go through an agent. In doing this via our conversational AI engine, our customers benefit from dramatically improved customer experience and increased customer engagement, while also saving significant and demonstrable operational expenses.
Job Description
As a member of our Professional Services team, you will be engaging with customers to drive implementation and adoption and ensure our customers' success.
The Vice President (VP), Professional Services, will be the go-to business leader, accountable for all aspects of Professional Services including services sales, delivery of customer engagements, practice building, and operations. You will embody a thought leadership and evangelist mentality to help Interactions customers see the enormous value in the Interactions Way methodology and offerings. At the same time, you will continue building our world class consulting team through working in conjunction with our recruiting team. You will lead, implement, oversee and execute processes in the development of people, policies, procedures, methods, and tools in support of delivery to ensure high levels of customer satisfaction.Job
Job Responsibilities
- Oversee client implementation service delivery providing management and oversight of implementation projects and staffing including project assignments, capacity planning and customer satisfaction.
- Actively participate in Project Governance Meetings with customers. Responsible for serving as the primary customer escalation point for customer changes and/or issues during the implementation process.
- Establish control on project schedules, budget and risk issues; facilitates timely decisions to maintain project schedule and budget; identifies project risks early and assist by providing prudent and timely recommendations for
- risk avoidance; sets and manages client expectations; creates and executes project work plans and revises as appropriate to meet changing needs and requirements.
- Manage a global team and build relationships with key internal stakeholders.
- Drive the team to deliver “Value” to the customer to ensure the customer not only derives efficiencies from their CLM deployment but also experiences the positive impact in how our products and solutions fundamentally transform their businesses.
- Deliver on all the business metrics for the Professional Services – Customer portfolio including but not limited to Revenue, P&L, Capacity Management, Customer Satisfaction, NPS, Employee Satisfaction, and Quality related metrics.
- Work with Product Management, Engineering, Core, QA, and cross-functional teams to improve customer experience.
- Train and mentor Professional Services Directors and their reports to communicate with clients to identify needs and evaluate alternative business solutions; continually seeks opportunities to increase customer satisfaction and deepen client relationships.
- Communicate across the organization to ensure knowledge of customer implementations and status updates. Provides management with regular project updates; serves as a critical advisor to the team as an implementation leader and drives the direction for the Professional
- Services Team.
- Maintain reporting on capacity, amount of implementation work, actual vs estimate to complete, and provide advanced visibility to resource constraints.
- Oversee and drive process improvements and the development of policies, procedures, methods, and tools in support of delivery and to streamline work to provide a higher value to our customers.
Qualifications Required
- Bachelor's Degree in business or related field
- Minimum of 10 years of experience managing a high performing Professional Services team in a product or services company with services delivery as the primary focus.
- A track record of successful solution delivery with demonstrated success managing multiple complex projects
- 10 + years consulting and/or consulting management experience in the technology/domain Skills (IT, Admin., managerial, executive) with experience producing rapid implementations preferred
- competing priorities, and meeting exacting deadlines.
- Extremely strong consulting background in a top tier system integrator firm or high growth enterprise software vendor with exposure to the Contact Center Space.
- Experienced leader who generates trust with internal stakeholders as well as Customer C Suite.
- Extremely collaborative and has the ability to gain trust across internal and external functional leaders
- Deep understanding of implementation methodologies; Waterfall, Agile/Scrum, Hybrid.
- Excellent presentation and communications skills, both written and verbal.
- 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.
- Has a strong review and governance focus to detect early warnings and should have some experience in developing Early Warning systems especially in the Professional Services space.
Preferred
- MS or MBA
- A strategic business leader that understands the importance of leading by example, and being a player and a coach.
- Must be able to work in a fast-paced and passionate environment.
- Ability to be creative and innovative when ad-hoc solutions are needed.
Why Work at Interactions?
We've created a culture of people who are dedicated to helping each other and the company succeed. We take time to celebrate wins and recognize accomplishments. Whether it’s a seasonal event or friendly competition, we’re always thinking of new ways to have fun.
Our team's health and well-being is important to us. In addition to a full suite of benefits, we offer 5 weeks of time off with pay, 401k matching, paid parental leave and flexible work schedules. We are all committed to the company’s success by being valued shareowners and are incentivized through individual performance and company results. Come join us!
Interactions is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, marital status, age, disability or protected veteran status, or any other characteristic protected by law.