VP, Professional Services

Introduction

Are you searching for an opportunity to play a key role in driving the dramatic growth of a highly successful software company? 

At Poppulo, we’re working on what’s next in communications and workplace technology. As a pioneer in this industry, we understand that meaningfully reaching every employee is hard. And so is managing office space in a hybrid world. And so is improving the customer and guest experience. We exist to make each of these things easier. We exist to bring harmony to our customers. 

And we do that at enterprise scale. Our omnichannel employee communications, customer communications, and workplace experience platform is trusted by over 6,000 organizations today, reaching more than 35M employees and delivering content to 500,000+ digital signs.

We know there’s no such thing as a “perfect" candidate - we’re all a work in progress and are growing new skills and capabilities all the time. We encourage you to apply for a position with Poppulo even if you don’t meet 100% of the requirements. We believe in fostering an environment where there is a diversity of perspectives, in hopes that we can all thrive. 

The Opportunity

As a Vice President of Professional Services, you will be taking a lead role in establishing improved processes and go to market strategies. You will be responsible for bringing business critical insights and best practices using analytics, cross functional alignment of goals and execution, and help teams drive success on new initiatives forward.   

This individual will leverage analytical, strategic and project management skills to help make informed decisions and execute quickly and flawlessly to communicate the value of services to our customers. Must have a proven track record in customer experience, exhibit strong presentation skills, and have a passion for mentorship and growing highly engaged and efficient teams.   

Key Responsibilities

• Provide vision and strategic leadership to scale services organization.   
• Develop best in class deployment delivery processes and KPI reporting within the implementation function.   
• Ensure responsive, effective and efficient customer support operations.    
• Ensure close coordination and collaboration with Sales, Account Management and Customer Success teams.   
• Develop culture of continuous improvement for process repeatability, operations scaling, capacity management and customer satisfaction   
• Work with the leadership team to continue fostering our culture and talent processes to hire, develop and retain top talent.    
• Lead professional services team business improvement initiatives through the definition of service offerings, best practices, methodologies, and other intellectual capital.   
• Responsible for managing the P&L for the department, including Margin, Utilization & Bill rates.  
• Advance professional services capabilities through process improvements, tools, partnerships, and automation.   
• Ensure that all projects meet client requirements and deliver high customer satisfaction & reference-ability.   
• Working aligned to the company's values, in the promotion of an inclusive workplace, and in the achievement of our company vision and key strategies.

Candidate Expertise Required

• 10+ years leadership experience in delivery and support organizations.   
• Experience building teams and successfully managing >50 people.   
• Financial acumen; completely comfortable with the numbers.   
• Track record of developing and implementing operating metrics, policies, and procedures.   
• High energy and enthusiasm; bright and collaborative leader.   
• SaaS industry experience is a MUST.   

Why Us? 

• An excellent workplace culture 
• Competitive salary 
• Company performance-related bonus
• Medical insurance 
• Flexible working hours 
• Educational assistance 
• In-house soft skills training 

Who We Are

We are a values-driven organization that encourages our employees to bring their authentic selves to work every day and empowers everyone to make a tangible impact on our products, clients, and culture. We offer a dynamic environment with driven, fun, and flexible individuals who thrive on challenge and responsibility. This is an opportunity to contribute to our culture and join a company that’s on the move.

We live the Poppulo values each day, as they are key to everything we do.

• Bring Your Best Self
  We show up authentically, are self-aware and always strive to be better.
• See it. Own it. Solve it.
  We proactively innovate and solve for our customers and each other. We set an example with high standards for our work. We foster a culture of learning, acknowledging our successes and our failures.
• Together We’re Better
  We value and celebrate our diversity. We learn from others, respecting their expertise, and focus on building trust. That's what makes us a team.

Named a Great Place to Work in 2015, 2016, 2017, 2018, 2019, 2020, and 2021, we are a fast-growing global technology company, with offices in Ireland, the US, and the UK.

Poppulo is an equal opportunity employer.

We are committed to protecting your privacy. For details on how we collect, use, and protect your personal information, please refer to our Job Applicant Privacy Policy.