Iron Mountain · 3 hours ago

Vice President, Global Professional Services

US | OH | Remote

Full-time

Onsite

Director/Executive

$220K/yr - $293K/yr

Maximize your interview chances

Big DataCloud Storage

Insider Connection @Iron Mountain

Discover valuable connections within the company who might provide insights and potential referrals.
Get 3x more responses when you reach out via email instead of LinkedIn.

Responsibilities

Lead our Professional Services consulting, solution, and technical implementation teams and help drive our transformation into a consulting-led and growth-oriented services business.

Work closely with sales and account management to understand client needs in order to deliver exceptional solutions.

Partner with Sales to implement scalable growth strategies that identify and drive expansion opportunities within the customer base that improve retention rates and share of wallet gains.

Lead and manage post-sales activities, including on-boarding, enablement, training, best practices, technical implementations, advisory services, customer success, and support across the customer's journey.

Be an evangelist with the ability to discover and demonstrate how we can effectively help companies with their content management and business process automation needs across a broad set of industries utilizing our cloud-based solutions and managed services.

Work across multiple customer-facing teams to drive exceptional customer experience and satisfaction.

Lead the team in setting and achieving quarterly objectives to improve internal processes, develop subject matter expertise, and promote knowledge sharing and reusable asset contribution in the team.

Articulate and educate on business, technical, and architectural concepts to a variety of audiences, including business users, developers, architects, IT operations professionals, and senior IT management.

Work closely with Product and Engineering to review customer requirements and feedback, identify opportunities for platform enhancements, and accelerate development for roadmap features to address specific customer requirements.

Work on defining and driving operational efficiencies through the creation and implementation of best practices and methodologies focused on consistency, quality, and efficiency.

Manage project timelines, budgets, and resources to ensure on-time, within-budget delivery.

Analyze KPIs to evaluate division performance MoM, QoQ, and YoY; identify improvement areas; and drive operational excellence to ensure Professional Services organization meets and/or exceeds their targets.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Professional Services LeadershipSaaS Solutions ExperienceTechnical ImplementationTeam ManagementCustomer Success ProgramsEnterprise Content ManagementBusiness Process ManagementCloud-based ServicesIntelligent Document ProcessingProgram ManagementRecruitmentOnboarding

Required

Extensive experience in professional services, ideally focused in high-growth SaaS environments, international expansion, and technology-enabled managed services.

Extensive experience of leading, managing, and scaling high-performing teams including building out KPIs and metrics that demonstrably drive improved experiences.

Extensive experience leading in a fast-paced and dynamic technology environment with clearly demonstrated results in owning end-to-end technical design through implementation of complex SaaS and technology-enabled managed services leveraging cloud-based services platforms.

Experience scaling a services organization that consists of onboarding and enablement services, implementation services, platform extension, and ongoing advisory services and customer success programs that can fully support our customers across their customer lifecycle.

Excellent communication skills and an ability to explain complex concepts to a range of stakeholders, including strong executive presence and ability to align large organizations in a way that drives execution and clarity.

Communicate effectively with Technical, Business, and C-level stakeholders, able to effectively influence them in an advisory capacity.

Experience documenting business processes and applying technology to optimize and automate processes within broader software solutions and technology-enabled outsourcing contracts and implementations.

Proven ability to define and support new service offerings that can enhance the penetration in new and existing accounts.

Recruit, onboard, and manage performance to build high-performing teams that positively contribute to the company's success.

Proven program management and prioritization skills to meet deadlines and manage multiple priorities in a fast-paced environment.

Drive standards through methodologies, playbooks, solution blueprints, and best practices to gain efficiency.

Manage hiring against budget, establish proper onboarding protocols, provide guidance on performance management, map clear career growth opportunities, and retain top talent.