Vice President of Professional Services

Edenred•Secaucus, NJ

1d•Onsite

About The Position

Take a step forward and let Edenred surprise you. Every day, we deliver innovative solutions to improve the life of millions of people, connecting employees, companies, and merchants all around the world. We know there are hundred ways for you to grow. With us, you will expand your skills in a multicultural, challenging, and dynamic environment. Dare to join Edenred and get ready to thrive in a global company that will offer you endless opportunities. Edenred is all about meritocracy. You come as you are, and you contribute. Indeed, the Edenred Group recognizes, recruits and develops all talents and singularities. We are committed to preventing all forms of discrimination and to providing all our candidates with equal opportunities regardless of their gender and gender expression, disability, origin, religious belief and sexual orientation or any other criteria. Revolutionize B2B Payments with Edenred Pay USA Join our team and be part of a company that's transforming the way businesses pay and get paid. At Edenred Pay USA, we're leaders in innovative B2B payment solutions. Our platform streamlines accounts payable processes, eliminating inefficiencies and empowering Accounts Payable (AP) teams to focus on strategic initiatives. As part of the global Edenred family, we offer a dynamic and inclusive work environment, a commitment to employee well-being and professional growth, and opportunities to drive innovation in the payment industry.

Requirements

Has run a services, implementation, or onboarding organization of at least fifteen people with managers reporting in, and led it through those managers.
Reports in outcomes and dates, and can produce a status roll-up that an executive committee reads without a walkthrough.
Can point to a delivery methodology they wrote that a team still uses, and describe how it was documented, trained, and enforced.
Built more than one delivery motion against a segmented customer base, including a low-touch or self-service path for smaller accounts.
Has put AI or automation into a live onboarding or services process, and can describe what it replaced, what it cost, and what capacity it returned.
Works directly with sales leadership on the front end of the customer journey, and is comfortable defending a design in front of a Chief Revenue Officer.
Manages performance directly, including holding underperformers to written plans and seeing those plans through.
Keeps team reporting reconciled to the system of record, and uses that data to make staffing and prioritization decisions.
Communicates clearly in writing at an executive level, and delivers what was committed on the date it was committed.
Prioritizes and delegates work, and functions well in a fast-moving environment with competing demands.
Is proficient with Salesforce, a project delivery platform such as TaskRay, GuideCX, Rocketlane, or other customer success platform.
Bachelor’s Degree in a related field.
Equivalent combination of education and experience will be considered.
A minimum of ten years in professional services, implementation, or onboarding, including at least five years leading managers in a B2B SaaS or payments business.
Demonstrated experience deploying AI or automation inside an onboarding or professional services function.
A minimum of 5 years of experience working at a Fintech (>$100M ARR) successfully scaling the onboarding function.

Nice To Haves

Experience with Lean/Six Sigma (Green Belt or higher)
Project or program management (PMP or equivalent experience)
A payments or fintech background
Experience inside a private equity backed company during a growth phase.

Responsibilities

Leads onboarding and activation for new and existing Edenred Pay customers across all product lines, including invoice automation, virtual card, ACH and platform integrations.
Owns the delivery process end to end, from the handoff at contract signature through the transition to the ongoing account owner, and is accountable for a quick and smooth, customer centric approach towards successful payment transactions.
Includes ongoing account/property set up for existing multi-entity customers.
Leads through managers and does not carry a personal queue of customer projects.
Evaluates operational processes and procedures and develops the strategies and delivery plans that standardize service delivery, client implementations, and change management.
Carries a multi-year plan for the function and is measured against progress towards it.
Build and own a written two to three year professional services plan covering process, staffing, tooling, and automation, and present progress against it to executive leadership on a set cadence.
Segment the onboarding customer base and build a delivery motion for each tier, so that large complex customers receive a managed delivery process and smaller customers receive a scaled or self-service path.
Apply AI and automation inside the delivery process to raise capacity per person, including agent-assisted configuration and data setup, automated file and document mapping, AI-assisted requirements capture, and automated status reporting, and measure the capacity returned by each one.
Own the onboarding and services tooling, keep every project, milestone, and date in the system of record, and retire the personal spreadsheets and manual trackers that sit outside it.
Work directly with sales leadership on the front end of the customer journey, including the requirements gathered before close and the standard for a complete handoff, and hold that agreement with the sales leaders and the Chief Revenue Officer.
Plan, develop, and manage customer projects, including scope, budget, and margin on all engagements, and build the professional services revenue plan.
Establish the service standards for delivery and publish them so that account management, operations, sales, and support work to the same definition of “done”.
Document the delivery process and the account history in shared systems, so that the function keeps running without dependency on individuals.
Partner with product and engineering on the defects and product gaps that slow onboarding, and bring evidence from delivery data to those conversations.
Develop and price new services based on customer needs.
Understand the competitive landscape in AP automation and B2B payments, working with the product marketing department.
Recruits, interviews, hires, and trains the managers and individual contributors who deliver onboarding and implementation.
Runs the department through its managers, and does not hold personal ownership of customer projects, delivery queues, or configuration tasks.
Sets written goals for every direct report and provides constructive and timely performance evaluations against those goals.
Handles discipline and termination of employees in accordance with company policy, and takes ownership of any performance plan already in progress at the time of hire.
Maintains a staffing and capacity model that shows how many customers the team can onboard each month and what it would take to raise that number.
Delivers commitments to executive leadership on the date agreed, in finished form.
Reports status as dated outcomes, including accounts live, days to first transaction, and accounts at risk of slipping, with numbers that reconcile to Salesforce.
Ensures timely onboarding of new clients and migration of existing clients to new software.
Performs other related duties as assigned.