The VP of Implementation Services oversees a dynamic, globally distributed team, ensuring the effective implementation of our solutions post-sale through to the transition of customers to the Success and Support teams. This role emphasizes customer satisfaction, repeatable solution delivery, and strategic alignment with company priorities. As a global company, our staffoperate on a remote-first basis, with 200+ IS team members located across North America, Puerto Rico, Costa Rica, India, and Australia.
This role is best suited for a customer-centric leader committed to driving change, fostering innovation, and propelling Granicus forward in delivering exceptional government experiences through strategic leadership and hands-on execution. Strong candidates will have deep experience leading large, complex teams and the executive presence to represent the IS function to the Executive Leadership Team (ELT) and Board of Directors (BoD). Qualified candidates will also have demonstrated experience aggressively prioritizing competing requirements from a diverse group of stakeholders.
What your impact will look like:
- Establish and maintain strong relationships with customers, understanding their needs and ensuring their success with Granicus solutions.
- Oversee the customer journey from post-sale handover to Success and Support, ensuring a seamless transition and continued satisfaction.
- Drive initiatives aimed at improving customer satisfaction metrics.
- Leverage feedback mechanisms to gather insights from customers, using this data to inform improvements in service delivery.
- Act as a senior point of escalation for customer issues, ensuring prompt and effective resolution of high-impact problems.
- Champion cultural competence, leading a diverse and globally dispersed team with inclusiveness.
- Mentor and develop operational leaders, preparing them for future challenges and opportunities.
- Foster a culture of innovation and continuous improvement within the team.
- Drive service delivery standardization, continuously improving Time to Kick Off (TtKO) and Time to Implement (TtI), whilegrowing services revenue through service innovation.
- Lead change management efforts, effectively managing transitions and keeping the team aligned with the company’s vision and strategic goals.
- Develop strategies for services-generated revenue, including planning, forecasting, and execution.
- Enhance project and product-line profitability, improving productive and billable utilization.
- Lead the integration and alignment of teams globally, focusing on efficient Capacity/Demand Forecasting to meet business needs.
You will love this job if you have :
- Customer-centric leader who is passionate about building and nurturing long-term relationships with public sector customers.
- Proven track record of improving customer satisfaction and loyalty metrics within a technology or SaaS (Software as a Service) environment.
- Effective communicator who can articulate value, address concerns, and foster positive experiences throughout the customer lifecycle.
- Adept problem-solver with the ability to quickly address customer issues, ensuring they feel supported and valued.
- Demonstrated elevated level of cultural competence, with experience leading diverse and geographically dispersed teams.
- Strong advocate for innovation and continuous improvement, with a track record of implementing successful new strategies.
- Skilled in data-driven decision-making, with an analytical approach to understanding customer needs and service delivery performance.
- Experienced in managing change, with the ability to guide and motivate teams through growth phases and organizational transitions.
- Proficient in financial planning and analysis, with extensive experience in forecasting, budgeting, and managing services-generated revenue.
- Committed to enhancing project and product-line profitability through strategic planning and operational efficiency.
Additional Qualifications:
- 15+ years of experience in business and/or services operations, ideally leading large, distributed teams.
- Superior communication skills across various mediums.
- Strong organizational abilities and attention to detail.
- Willingness to adapt to the needs of a global, remote-first team.
- Available for travel as needed.
