RVP, HCM Services - GA - On Site

Vensure Employer Solutions•Duluth, GA

12d•Onsite

About The Position

The Regional Vice President (RVP), HCM Services leads the strategy, performance, and customer experience for PrismHR’s HCM service provider customer segment. The role owns the post-sale service model across implementation, support, training, professional services, and customer success, ensuring customers achieve measurable value from the platform and related services. The RVP partners closely with Product, Sales, Marketplace, Marketing, and operational teams to drive retention, expansion, scalable service excellence, and a differentiated HCM customer experience. The position is performed on site, with regular on-site attendance described as an essential job function. Some domestic travel may be required for team meetings or industry conferences. The role is performed in a professional office environment, with regular computer use, in-person collaboration, and meetings.

Requirements

At least 10 years of experience in service leadership, customer success, support, implementation, training, professional services, sales engineering, or related customer-facing leadership roles.
Significant experience in the HR service provider, HCM, payroll, benefits, HRIS, or adjacent technology ecosystem.
Demonstrated ability to lead and scale multifunction teams in a complex, fast-paced environment.
Strong operational discipline, including experience establishing KPIs, managing performance, leading process improvement, and driving measurable business outcomes.
Executive-level communication skills and the ability to engage customers, prospects, internal stakeholders, and senior leadership clearly and credibly.
Knowledge of customer lifecycle management, SaaS business metrics, customer experience methodologies, service delivery operations, workforce planning, and performance management.
Understanding of ARR, net revenue retention, bookings influence, upsell performance, customer growth, CSAT, NPS, customer health, retention, adoption, and satisfaction metrics.
Ability to develop and execute strategies that drive revenue growth, retention, expansion, adoption, satisfaction, and long-term business success.
Ability to build, motivate, and scale onshore and offshore teams across implementation, training, support, and professional services.
Analytical and problem-solving skills, including interpreting performance data, identifying trends, establishing measurable goals, and implementing data-driven improvements.
Ability to optimize implementation timelines, time to value, support resolution times and case quality, training effectiveness and LMS utilization, and operational efficiency.
Strategic planning, project management, and change management skills for leading complex cross-functional initiatives.
Strong communication, relationship-building, and influencing skills with customers, executive leaders, and internal stakeholders.
Ability to establish performance standards and improve accountability, leadership effectiveness, employee engagement, workforce scalability, productivity, and service consistency.
Ability to foster a customer-focused culture centered on collaboration, accountability, continuous improvement, and operational excellence.
Regular on-site attendance is required as an essential job function.
Ability to meet the position’s physical, mental, and communication demands, including extended sitting and screen time, occasional office mobility and travel, strategic analysis, executive communication, presentations, and cross-functional collaboration.

Nice To Haves

College degree or related experience, or an equivalent combination of experience, skills, and education, including relevant non-traditional degree or job training programs.
Direct experience with HCM service providers, staffing organizations, or payroll service providers.
Experience building or incubating new teams, service models, or customer success functions.
Familiarity with partner ecosystems, marketplace strategy, integrations, and add-on product adoption.
Commercial experience supporting sales, expansion, pricing, packaging, or go-to-market strategy.
Experience with Microsoft Office applications, including Outlook, Teams, Excel, and PowerPoint, and ability to learn other applications.
Experience with Adobe Acrobat, HRIS, or CRM systems.
Ten or more years of experience in service leadership, customer success, support, implementation, training, professional services, sales engineering, or related customer-facing leadership roles.

Responsibilities

Define and lead the end-to-end customer experience for HCM service providers, from onboarding and implementation through ongoing support, training, professional services, and customer success.
Build and scale an onshore/offshore support model to improve response quality, resolution speed, service consistency, and cost efficiency.
Oversee implementation, professional services, statements of work, and training programs to accelerate onboarding, adoption, and customer value realization.
Establish service expectations, customer communication standards, and escalation practices.
Establish KPIs, operating metrics, and service standards for customer experience, support quality, implementation effectiveness, team productivity, and business performance.
Evaluate service delivery performance and identify opportunities to improve scalability, efficiency, consistency, and accountability.
Create an operating cadence that provides visibility into performance, customer trends, risks, capacity, and cross-functional action items.
Use data and customer insights to prioritize process improvements, automation, resource planning, and service model enhancements.
Build and oversee a customer success model that drives adoption, retention, expansion, satisfaction, and measurable business outcomes.
Partner cross-functionally to support HCM growth, net revenue retention, upsell opportunities, and long-term customer value.
Identify customer health trends, adoption barriers, and expansion opportunities, and translate insights into strategies for account teams and service leaders.
Represent the customer perspective to Product and inform roadmap priorities based on customer needs, service delivery trends, and market opportunities.
Translate customer and operational insights into recommendations to improve product functionality, usability, adoption, and outcomes.
Collaborate with Marketplace to identify, prioritize, and support partners that serve HCM customers and align with segment growth goals.
Strengthen integrations with add-on products, including ClientSpace, talent management solutions, and other acquired or partner technologies.
Contribute to go-to-market strategy, including pricing, packaging, positioning, sales enablement, and readiness for new or expanded HCM offerings.
Collaborate with Product Marketing and Product on platform messaging, competitive positioning, and gap identification.
Partner with Sales during the sales process to support prospect conversations, validate service expectations, and confirm the organization can meet customer commitments.
Ensure customer-facing commitments align with operational capacity, implementation readiness, and the long-term service model.
Lead, coach, and develop teams across support, implementation, training, professional services, and customer success.
Build leadership capacity, define ownership, and establish scalable team structures that support growth and consistent customer outcomes.
Drive accountability through performance management, workforce planning, talent development, and regular operating reviews.
Foster a customer-first, collaborative, continuous-improvement culture across distributed teams.
Maintain relationships with team members and colleagues across disciplines to coordinate communications and client services.
Coordinate coverage during team absences or high-volume periods by adjusting meeting schedules or redistributing case assignments.
Complete projects and other duties as assigned by the supervisor.
Attend on site regularly and travel domestically as required for team meetings or industry conferences.