About the position
Finalis is looking for an extraordinary individual to manage our global core services teams and help build the world's greatest dealmaking platform. This role will play a critical role in building teams to ensure that every platform user feels that they have been provided high quality support. The Head of Professional Services will help define strategy, hire and enable teams of A-players, implement new processes and help educate our user base on value-additive changes to the Finalis platform. We are seeking a dynamic and experienced Vice President of Member Experience to lead the development and execution of a unified strategy that enhances the experience for investment bankers on our platform. This leadership role will oversee the end-to-end experience—from go-to-market strategies and client interactions with front-end teams, to product innovation, technology development, and operational efficiency with back-end teams. The VP will collaborate across all departments—business, product, design, engineering, data, and shared services—driving alignment and ensuring that every aspect of the investment banker journey is seamless, efficient, and user-centric.
Responsibilities
- Lead and drive the vision for the Banker Experience, ensuring alignment across our go-to-market and product via customer success, product, design, engineering, data, and back-office operations to deliver a unified, high-impact user experience.
- Partner closely with product, design, engineering, and data teams to define, prioritize, and deliver platform features that optimize the banker experience and overall platform usability.
- Understand the needs and pain points of bankers and ensure the platform's tools, workflows, and resources are tailored to enhance their effectiveness and efficiency.
- Define and implement policies, processes, and best practices that foster smooth collaboration between teams, streamline the banker journey, and enable scalability as the platform grows.
- Set clear Objectives and Key Results (OKRs) for Banker experience initiatives, ensuring continuous measurement and optimization to improve satisfaction, platform adoption, and overall success in the private capital markets.
- Be a strategic thought leader within Finalis, ensuring that the Banker experience is innovative, forward-thinking, and aligned with the latest trends in both technology and investment banking.
Requirements
- At least 5 years of Vice President level leadership roles leading teams over 15 employees.
- Proven leadership in Customer Success, Professional Services, or Delivery roles within SaaS organizations, with experience supporting thousands of global clients.
- Demonstrated success working across product, design, engineering, and data teams to deliver customer-centric solutions.
- Skilled in managing customer-facing engagements, resolving issues, and communicating effectively with stakeholders.
- Passion for leveraging technology and innovation to solve business challenges, improve services, and drive operational outcomes.
- Ability to translate complex market needs into actionable strategies that align with organizational goals and drive customer satisfaction.
- Hands-on experience in project planning, budget/milestone control, release planning, and leading high-performing delivery teams.
- Serves as a player-coach who can guide teams toward achieving OKRs while remaining open to feedback and new ideas.
- Highly organized, responsive, and effective at setting expectations, driving projects to completion, and maintaining a positive, ownership-driven mindset.
Nice-to-haves
- Associate's or Bachelor's Degree in engineering, business, computer science or related field.
- Previous experience managing revenue, including renewals, expansions, or commissions.
- Demonstrated time management and prioritization skills with an eye for continuous improvement.
- Exceptional written and spoken English.
- Ability to handle confidential information.
- Ability to work swiftly with a high sense of urgency and be comfortable with shifting priorities and deadlines.
- Flexible, patient, persistent and have a team spirit attitude.
Benefits
- 100% Remote work (Work from wherever you want!)
- Competitive USD salary
- High-Speed Internet expenses allowance
- Generous Paid time-off (Vacation Time!)
- Additional 17 Flex Days (to use in national holidays or personal matters)
- Professional Growth Benefits in our E-Learning Platform (Coursera)
- People Team Partner (to target your roadblocks and customize an action plan for your career path)
- Buddy Program
- Virtual After-Office Activities
- Diverse Culture & Inclusive environment
