SVP, Implementation Reports

WEX•Portland, ME

About The Position

We’re looking for a dynamic and visionary Sr. Vice President of Professional Services & Implementations to redefine how WEX delivers value across our Health & Benefits product suite. This is a rare opportunity to lead a large-scale transformation—shaping the strategy, execution, and future of our Professional Services organization while elevating the experience of every new customer we bring onto our platform & service offerings. In this role, you will set the direction for how we deliver world-class implementations at scale, build repeatable and revenue-generating service models, and unlock new opportunities through the strategic use of SaaS technologies and AI. We are seeking a strategic thinker with a proven record of driving business growth, improving customer loyalty, and modernizing service delivery. You will play a critical role in architecting our Professional Services strategy, identifying new packaged services and AI-driven offerings, and ensuring every implementation across our Health & Wealth products is seamless, predictable, and built for long-term success. If you are energized by transforming organizations, elevating customer impact, and defining what exceptional looks like for a category leader—we want to talk to you.

Requirements

Proven experience in customer engagement, service delivery, and AI technologies at a senior leadership level.
Strong understanding of AI tools and their applications in customer engagement, business development, and AI based service offerings.
Excellent strategic thinking and problem-solving skills.
Ability to manage multiple projects and priorities simultaneously.
Strong communication and collaboration skills.
Experience in identifying and creating business opportunities.
Bachelor's degree in a related field; advanced degree preferred.
10+ years of experience in leading Professional Services teams in a SaaS environment
Extensive experience in the Health and Benefits industry
Proven track record of successfully managing complex customer engagements
Strong leadership, communication, and interpersonal skills
Ability to develop and execute strategic plans and initiatives
Experience with project management methodologies and tools
Strong analytical and problem-solving skills

Nice To Haves

Master's degree in Business Administration or a related field
Experience with global professional services delivery
Knowledge of relevant industry regulations and standards

Responsibilities

Provide strategic direction, leadership, coaching, and development for the Professional Services team.
Identify and implement new strategies for growth, customer delight and retention, and new services offerings
Build a high-performing and satisfied team through implementing leadership best practices and fostering talent development
Oversee all onboarding and implementation activities across WEX’s Health & Benefits technology and service packages, ensuring every customer launch is seamless, transparent, and built for long-term success.
Act as executive sponsor for key strategic customer engagements, ensuring delivery is efficient, effective, and aligned to both the customer’s objectives and WEX’s business outcomes.
Own the full Professional Services delivery lifecycle—including scoping, solution design, implementation, customization, configuration, quality assurance, strategic consulting, and training—to ensure customers receive high-quality, predictable, and value-driven outcomes.
Lead the planning and execution of tailored business solutions, ensuring they are architected for scalability, operational efficiency, and measurable customer impact.
Drive customer satisfaction and loyalty by embedding a customer-first mindset into delivery processes, service standards, team culture, and success metrics.
Ensure customers experience a unified, well-coordinated journey from sale through go-live, proactively addressing risks and removing friction points to build confidence and trust.
Develop and implement modern, scalable methodologies and processes that enable world-class Professional Services delivery.
Identify and execute process improvements that increase efficiency, enhance quality, and ensure consistent, repeatable outcomes.
Leverage AI and automation to innovate service delivery, streamline workflows, and elevate the customer experience.
Partner with cross-functional teams to integrate AI tools into daily operations, enabling predictive insights and personalized customer engagement.
Identify and create new revenue opportunities through AI-enabled service offerings and packaged solutions.
Establish Centers of Excellence to drive consistency, best practices, and continuous improvement across the organization.
Monitor KPIs, assess performance trends, and refine processes and tools based on data-driven insights.
Manage the Professional Services budget, forecasting revenue and expenses accurately
Responsibility over the Professional Services P&L and its forecasting, ensuring that revenues and net margins are met/protected or exceeded on a quarterly or annual basis
Drive sales efforts by conducting presentations and supporting proposal and SOW development
Partner closely with Sales, Product, and Engineering to deliver seamless customer implementations and ongoing engagement that drives long-term value.
Build and maintain strong relationships with Account Executive and key customers and partners, serving as a strategic advisor who identifies opportunities to expand adoption through upsell and cross-sell.
Develop, evaluate, and manage a global network of service delivery partners to scale capabilities and enhance solution delivery.
Negotiate and manage partner contracts to ensure alignment, enablement, performance monitoring, and consistent delivery excellence.