Head of Professional Services

Polly•Dallas, TX

76d•Hybrid

About The Position

You have 10+ years of professional services experience with a developed expertise in implementation and are looking for your next challenge in a hyper-growth, fast-paced, industry disrupting, SaaS company. You are excited to work with emerging technologies and modern tech stack with a collaborative team, where you will have a direct impact on the customer experience. If so, keep reading and apply today! What you'll do: Lead and mentor a growing team of project managers, implementation consultants, and professional services professionals ensuring their successful onboarding and autonomy in running customer implementations Represent Polly by conducting a handful of key strategic customer implementations on an ongoing basis Assist the sales organization in representing Polly's Professional Services capabilities in sales cycles and in pricing, contracting discussions Accurately represent project portfolio status and risks to the rest of Polly; identify paths to keep projects moving forward per schedule and with high customer satisfaction Drive a spirit of continuous improvement within the Professional Services organization and throughout Polly to identify novel approaches to speeding customer time to value, improving processes, and increasing effectiveness Willing to lead large-scale, strategic implementations directly

Requirements

10+ years of experience in Customer Implementations, with at least 5 years in a leadership role and 4+ years in B2B SaaS.
Technical Acumen: Experience working with complex, highly technical products with the ability to translate customer needs to realized value. Must have adjacent experience working with 100% wallet share system (system of record)
Scaling Experience: Proven track record in a key customer-implementation role during major scale-up phases (e.g., ARR growth from ~$10M → $50M+ → $100M+) and grew the customer base from fewer than 50 to 100 to 200 to 500 in a builder role.
People Leadership & Development: Demonstrated ability to build, lead, manage, and inspire high-performing teams. Strong track record of mentoring and developing top talent into future leaders.
Operator & Integrator: Brings operational rigor and an in-the-trenches leadership style, balancing vision with flawless execution.
Efficiency & Execution: Embodies an 80/20 mindset with a proven ability to "build the rocket ship while flying it."
Systems Thinker: Recent examples of building scalable infrastructure, systematizing customer processes, optimizing tech stacks, implementing repeatable playbooks, and creating a unified customer experience.

Nice To Haves

Technical aptitude; this is not a technical role, but a general understanding of SaaS-to-SaaS integration practices including APIs, XML is helpful
Experience working with mortgage loan origination systems, mortgage point of sale systems
Experience building and supporting a partner network of 3rd party implementers
Ability to implement self-service implementation strategies

Responsibilities

Lead and mentor a growing team of project managers, implementation consultants, and professional services professionals ensuring their successful onboarding and autonomy in running customer implementations
Represent Polly by conducting a handful of key strategic customer implementations on an ongoing basis
Assist the sales organization in representing Polly's Professional Services capabilities in sales cycles and in pricing, contracting discussions
Accurately represent project portfolio status and risks to the rest of Polly; identify paths to keep projects moving forward per schedule and with high customer satisfaction
Drive a spirit of continuous improvement within the Professional Services organization and throughout Polly to identify novel approaches to speeding customer time to value, improving processes, and increasing effectiveness
Willing to lead large-scale, strategic implementations directly