Vice President, Professional Services
Blackbaud is looking to identify an energetic, hands-on, customer-centric leader to spearhead our Services operations. With thousands of projects annually and hundreds of thousands of delivery hours, this role is at the heart of powering impact for our customers. As the VP, you’ll oversee Professional Services (PS), Consulting, Implementation & Activation (I&A), Managed and Retained Services, and Analytics Services.
Reporting to the Chief Customer Officer, this role will work as a strategic leader to partner with the Services (PS, I&A, Managed and Retainer) Leadership and Blackbaud’s Success Teams in developing a sound understanding of the business goals and strategies, recommending and driving appropriate
organizational initiatives in support of those strategies. It will be necessary to lead day-to-day activities of an effective and efficient Services function that will demonstrate the highest degree of professionalism and customer service ensuring that KPIs and service level agreements are met or exceeded.
What you will do:
•Serve as top executive sponsor with customers for our Services practice – fostering deep business relationships.
•Develop and implement our Services Strategy to drive overall growth and profitability for our business while improving customer adoption and retention.
•Lead resource and process optimization across practices and service lines to achieve KPIs and drive margin improvement goals.
•Infuse ‘Customer Delight’ into Services practices and foster positive customer outcomes via our Services business.
•Champion the maturation of the Services function by incorporating SaaS company services best practices.
•Craft forward-looking strategy for potential Business Process Outsourcing (BPO) initiatives, aligning with our long-term business goals.
•Drive Revenue Delivery for delivering actual revenue results, ensuring successful outcomes for the organization.
•Work in partnership with Blackbaud’s senior leaders and representing Blackbaud to multiple audiences.
•Optimize systems for growth and customer delight: Continuously evaluate and adapt our professional services/I&A systems, financial systems, and delivery methods to accommodate business changes and enhance customer interactions.
•Develop/run metrics that track efficiency and service level agreements of the enterprise services organization. Work with business leaders to identify triggers to mitigate impediments to positive business performance.
•Create a partner success program to enable, grow and collaborate with our ecosystem of partners.
•Collaborate with sales leaders to ensure project scoping and SOW efforts are accurate, consistent and have repeatable practices for contractual commitments and agreements.
•Responsible for demand planning to ensure training, hiring and resource skills are in place to meet demand forecast.
•Implement and oversee consistent project launch practices and ongoing quality assurance processes to maintain on-time, high quality, and on-budget delivery of projects.
•Serve as executive sponsor on major internal Services project oversight work.
•Monitoring for approving and monitoring non-billable customer work commitments.
•Manage internal resource assignments to ensure productive use of available hours and valuable output in the form of prioritized practice deliverables.
•Oversee service delivery partnerships to ensure the optimal use of variable resources and the development of valuable partnerships including the creation of potential offshore capabilities.
•Consult on project work streams to identify and drive opportunities to escalate deliverables and/or improve effectives with the application of available resources.
•Establish consistent metrics, methods and practices necessary to leverage repeatable delivery
opportunities, resource optimization and margin improvements.
•Nurture and cultivate top talent: As a leader, actively develop and identify individuals with exceptional skills and potential, ensuring a strong pipeline of capable team members.
•Impactful teamwork among many unique constituents including internal and external customers, other services functional leaders and business unit stakeholders.
What you will bring:
•A minimum of 15 years of career progression within a combination of professional services/delivery/support functions and a strong operational background.
•At least 10 years of experience with implementing/using and maximizing the benefits of metrics, processes and systems to maximize performance on key professional services metrics.
•At least 5 years as a services executive, within a recognized SaaS services organization or firm representing $100M+ in services revenue.
•At least 5 years experience with the non-profit sector as a service provider.
•Business Process Operations, contributing to streamlined global operations, workforce strategy and organizational efficiency. Inclusive of offshore leadership with proven ability to lead and manage teams across multiple geographies, fostering collaboration and achieving business goals.
•Track record of building strong relationships with executives across the organization in services, sales, marketing and operations is important.
•Proven team builder with an established track record of driving change and attracting, motivating and retaining top talent.
•Exceptional communication skills, a strong analytical acumen, proven delivery successes in complex project implementations, hands-on operational experience and outstanding leadership credentials.
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Blackbaud is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.
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