​Vice President of Professional Services

​Vice President of Professional Services

Reference

JBRQ0001239

Description



At GlideFast Consulting, we are dedicated to helping our customers see the benefits and value of their ServiceNow implementation come to life.

The Vice President of Professional Services is responsible for growing and executing the delivery of services at the highest level of customer satisfaction. This role is a results driven position, driving growth in a diverse Professional Services organization, accountable for the successful delivery of projects and overall customer satisfaction. The VP is also responsible for developing and retaining talent, focusing on both technical and customer service/consulting skills. The Vice President of Professional Services will directly engage with members of the technical team, technical managers, leadership, and with customers, and prospects.

He or she must ensure excellent customer relations, as well as engage in high-priority interactions with clients (which includes various chief executives of other companies, among others). Additionally, the VP of Professional Services is in charge of ensuring the smooth, effective operation of multiple concurrent projects targeting a diverse client base.

Responsibilities


● Provide leadership and oversight of the ​technical team and oversee the overall delivery of professional services
● Evaluate operational processes and procedures, and develop strategies and implementation plans to improve and standardize all aspects of delivery
● Development of the mission, strategy and execution plan for all implementation, adoption and professional services at GlideFast
● Work with leadership to develop and evolve Partner strategy
● Growth of the team through additional service offerings and team expansion to meet customerneeds/market evolution
● Work closely with Project Teams to foster teamwork and ensure project success
● Assist in leading the pursuit of continuous improvement of customer delivery, best practice processes,collateral and team development
● Provide billable hours as a technical resource to customers, concentrating on high risk projects- working to get them back on track
● Monitor team’s resourcing and utilization and monitor and approve team’s PTO and Travel
● Provide Career and Skill advisement and certification guidance to team
● Conduct Team’s Assessments/Reviews and provide input on Performance Reviews as applicable
● Effectively communicate with all stakeholders working proactively and independently to prioritize andmanage customer engagements and follow-on services opportunities, including Customer Experience,Customer Development and Data Services.
● Support organization maturity efforts and Product Strategy and Growth
● Maintain superior communication, relationship and customer service skills that result in the ability torapidly assess evolving needs of sophisticated/ enterprise customers
● Exemplary communication and writing skills enabling development of the following:○ Clear internal communication○ Clear customer/market facing communications to customers and partners○ Well documented vision, strategic plan and execution directives for direct and indirectstakeholders○ Onsite travel to customer locations which may include executive presentations and on-goingstrategic account consulting.
● Any other duties and tasks assigned by the manager

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