Position Summary

The Vice President of Professional Services will evaluate operational processes and procedures, and develop strategies and implementation plans to improve and standardize all aspects of services and L&D operations. This position will provide leadership for the overall operating performance of the business for Services and Jenzabar Academy.

The VP of Professional Services will be charged with the continuous improvement of the experience of customers in learning, delivery, and development. This will include extensive collaboration with sales, product, support, and other teams to develop and deploy strategies to improve the customer experience and, in turn, long term utilization of Jenzabar products and services. In this critical role, a successful candidate will ensure the effective leadership and management of the Services and Jenzabar Academy for new and existing clients. This role is a part of the Senior Leadership team for the company.

Essential Tasks

• Responsible for leading Jenzabar’s Professional Services and Jenzabar Academy (Implementation & Training), Learning Center and Documentation

• Responsible for creating revenue growth in the services and training area

• Responsible for planning, developing and managing customer projects; includes determining all projects’ schedule, scope and budget

• Collaborate with key internal partners including Product Development and Sales to streamline processes and offerings in order to maximize customer success.

• Create a strategy that will bring revenue and high client satisfaction

• Create a strategy that will bring excellent training and development to our clients and increase revenue

• Drive seamless onboarding processes and work cross-functionally with our support and implementation teams to proactively manage each customer’s successful deployment

• Establish and communicate the service standards to the operations so that quality customer satisfaction is achieved

• Optimize the end-to-end customer lifecycle with continuous improvement and industry best practices

• Interact with Sales, Product Development, Support, Finance and Executive teams to drive positive change on behalf of our customers

• Identify opportunities for continuous improvement

• Align with Executive Team around key metrics and objectives

• Aid in development of new services based on customer needs

• Understand competitor products and the market, and the higher education industry while working with the Product Marketing department

• Create consistent staffing and delivery methodologies to ensure uniformity and consistency in all service engagements

• Establish expectations for the team’s performance to ensure increased customer satisfaction, profitability, productivity, and opportunities for further growth in the market

• Will be responsible to recruit, hire, train staff, evaluate employee performance and recommend or initiate promotions, transfers and disciplinary actions

Preferred Skills and Experience

• 20 Years of Client Service and/or Implementation experience with significant leadership responsibilities

• Successful experience leading a high performing team in a high volume client service organization

• Solid foundation in technology driven service organizations

• Ability and passion to utilize data to drive decisions and strategies

• Strategic thinker with ability to assess current situation and future trends and bridge the gap

• Demonstrates a sense of urgency to overcome obstacles and achieve measurable results

• Ideal candidate will have high energy, proven success in their field and high integrity

• Higher education experience is preferred

The pay range for this position is $170,000-$190,000/year; however, base pay offered may vary depending on job-related knowledge, geographic location, skills, and experience. This position is eligible for an annual bonus in addition to a full range of benefits. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed.

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