Vice President of Professional Services

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The Vice President of Professional Services leads onboarding and activation for new and existing Edenred Pay customers across all product lines, including invoice automation, virtual card, ACH and platform integrations. The role owns the delivery process end to end, from the handoff at contract signature through the transition to the ongoing account owner, and is accountable for a quick and smooth, customer centric approach towards successful payment transactions. This includes ongoing account/property set up for existing multi-entity customers. The role leads through managers and does not carry a personal queue of customer projects.

Edenred Pay is a private equity backed business expected to grow from roughly $60 million toward $100 million and beyond in revenue. Onboarding capacity has to grow with the sales plan without adding people at the same rate, so this role is expected to build process, tooling, and automation that raise throughput per Professional Service employee.

Essential Functions: Duties and Responsibilities

The Vice President of Professional Services evaluates operational processes and procedures and develops the strategies and delivery plans that standardize service delivery, client implementations, and change management. The role carries a multi-year plan for the function and is measured against progress towards it. Delivering that plan requires close collaboration with sales, product, account management, support, and operations.

The core responsibilities of the job include:

• Own delivery of onboarding and implementation for all Edenred Pay customers, from the handoff at close through the transition to the ongoing account owner.
• Own the operating metrics for the function, including time from signature to kickoff, time to first transaction, onboarding cycle time by segment, forecast accuracy on go-live dates, and the contribution of onboarding speed to gross revenue retention.
• Build and own a written two to three year professional services plan covering process, staffing, tooling, and automation, and present progress against it to executive leadership on a set cadence.
• Segment the onboarding customer base and build a delivery motion for each tier, so that large complex customers receive a managed delivery process and smaller customers receive a scaled or self-service path.
• Apply AI and automation inside the delivery process to raise capacity per person, including agent-assisted configuration and data setup, automated file and document mapping, AI-assisted requirements capture, and automated status reporting, and measure the capacity returned by each one.
• Own the onboarding and services tooling, keep every project, milestone, and date in the system of record, and retire the personal spreadsheets and manual trackers that sit outside it.
• Work directly with sales leadership on the front end of the customer journey, including the requirements gathered before close and the standard for a complete handoff, and hold that agreement with the sales leaders and the Chief Revenue Officer.
• Plan, develop, and manage customer projects, including scope, budget, and margin on all engagements, and build the professional services revenue plan.
• Establish the service standards for delivery and publish them so that account management, operations, sales, and support work to the same definition of “done”.
• Document the delivery process and the account history in shared systems, so that the function keeps running without dependency on individuals.
• Partner with product and engineering on the defects and product gaps that slow onboarding, and bring evidence from delivery data to those conversations.
• Develop and price new services based on customer needs.
• Understand the competitive landscape in AP automation and B2B payments, working with the product marketing department.

Management Responsibilities:

• Recruits, interviews, hires, and trains the managers and individual contributors who deliver onboarding and implementation.
• Runs the department through its managers, and does not hold personal ownership of customer projects, delivery queues, or configuration tasks.
• Sets written goals for every direct report and provides constructive and timely performance evaluations against those goals.
• Handles discipline and termination of employees in accordance with company policy, and takes ownership of any performance plan already in progress at the time of hire.
• Maintains a staffing and capacity model that shows how many customers the team can onboard each month and what it would take to raise that number.
• Delivers commitments to executive leadership on the date agreed, in finished form.
• Reports status as dated outcomes, including accounts live, days to first transaction, and accounts at risk of slipping, with numbers that reconcile to Salesforce.
• Ensures timely onboarding of new clients and migration of existing clients to new software.
• Performs other related duties as assigned.

Required Skills/Abilities:

• Has run a services, implementation, or onboarding organization of at least fifteen people with managers reporting in, and led it through those managers.
• Reports in outcomes and dates, and can produce a status roll-up that an executive committee reads without a walkthrough.
• Can point to a delivery methodology they wrote that a team still uses, and describe how it was documented, trained, and enforced.
• Built more than one delivery motion against a segmented customer base, including a low-touch or self-service path for smaller accounts.
• Has put AI or automation into a live onboarding or services process, and can describe what it replaced, what it cost, and what capacity it returned.
• Works directly with sales leadership on the front end of the customer journey, and is comfortable defending a design in front of a Chief Revenue Officer.
• Manages performance directly, including holding underperformers to written plans and seeing those plans through.
• Keeps team reporting reconciled to the system of record, and uses that data to make staffing and prioritization decisions.
• Communicates clearly in writing at an executive level, and delivers what was committed on the date it was committed.
• Prioritizes and delegates work, and functions well in a fast-moving environment with competing demands.
• Is proficient with Salesforce, a project delivery platform such as TaskRay, GuideCX, Rocketlane, or other customer success platform.

Education and Experience:

Required: Bachelor’s Degree in a related field. Equivalent combination of education and experience will be considered.

Required: A minimum of ten years in professional services, implementation, or onboarding, including at least five years leading managers in a B2B SaaS or payments business. Demonstrated experience deploying AI or automation inside an onboarding or professional services function.

Required: A minimum of 5 years of experience working at a Fintech (>$100M ARR) successfully scaling the onboarding function.

Preferred: Experience with Lean/Six Sigma (Green Belt or higher), project or program management (PMP or equivalent experience), a payments or fintech background, and experience inside a private equity backed company during a growth phase.

Equivalent combination of education and experience will be considered.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times
• Must possess the physical and mental abilities to perform the tasks normally associated with an office position that involves standing, sitting, reaching, manual dexterity to operate office machines, stooping, bending to handle files and supplies, and mobility to complete errands or deliveries
• May work at computer monitors for prolonged periods with danger of eye strain and muscle pain

EEO Statement:

The employment policy of Edenred is to provide merit-based equal opportunity to all persons. No employee or applicant for employment will be discriminated against because of membership in any Federal, State or Local legally protected classes. Edenred is committed to providing reasonable accommodation to individuals with disabilities. To request reasonable accommodation in the application process, contact [email protected].

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