Vice President, Professional Services

Bonterra•Remote-US-Texas, TX

1d•$228,000 - $265,000

About The Position

The Vice President, Professional Services is accountable for the strategy, execution, and financial performance of Bonterra's NPO-focused services organization that covers case management and fundraising solutions business units, encompassing implementation, post-go-live value delivery, technical account management, advanced support, and data engineering functions. This role leads a globally distributed team across multiple practice areas, owns the full P&L for NPO Services, and serves as the primary executive sponsor for large-scale, complex customer engagements. Leveraging AI-enhanced delivery models and automation-first methodologies, this leader drives time-to-value improvements, margin optimization, and service portfolio expansion across a diverse customer base of nonprofit and social good organizations. Operating as a key partner to Sales, Customer Success, Product, and Support, the Vice President ensures Professional Services functions as a strategic growth asset for Bonterra's commercial motion while translating customer insights into product evolution and service innovation. This role holds organizational accountability for delivery quality, team capability development, and multi-year services strategy. Bonterra is a technology company that builds software platforms enabling nonprofit organizations to raise funds, manage volunteers, and administer the programs they deliver to the communities they serve.

Requirements

Demonstrated experience leading professional services or services delivery organizations within a SaaS or technology company, including full P&L ownership and accountability for delivery performance across commercial and enterprise customer segments.
Proven ability to design, implement, and evolve services delivery methodology and practice team structures in a complex, multi-product business environment.
Track record of building and leading globally distributed, high-performing teams across geographically dispersed locations, including offshore and nearshore delivery models.
Demonstrated experience influencing at the executive and C-Suite level, including the ability to present business cases, navigate organizational complexity, and drive alignment on strategic direction.
Experience developing and executing multi-year organizational strategy, including identification of new service offerings, go-to-market enablement, and financial modeling.
Ability to partner cross-functionally with Sales, Product, Customer Success, and Support functions in a matrixed organization to drive shared outcomes.
Strong data and analytical orientation, with the ability to interpret operational metrics, financial results, and customer health signals to make informed decisions and course corrections.
Experience championing and operationalizing AI-enhanced workflows, automation tools, or technology-enabled delivery models within a services context.

Nice To Haves

15 or more years of progressive experience leading services sales and delivery across commercial and enterprise segments, with at least 10 years in a Professional Services leadership role in a SaaS company with annual revenue of $300 million or more.
10 or more years of experience defining and evolving delivery methodology and role frameworks in a Professional Services environment, including practice area design and workforce model development.
Experience within or adjacent to the nonprofit, social good, or government technology sectors, with working knowledge of the funding, compliance, and operational environment in which NPO customers operate.
Familiarity with Certinia (FinancialForce), Salesforce, or Monday.com in a services operations context.
Experience building and managing partner/channel and offshore delivery programs, including vendor governance, quality oversight, and commercial structure.
Bachelor's degree in Business, Management, or a related discipline; MBA or equivalent advanced degree preferred.
Demonstrated ability to lead organizational change and drive a culture of continuous improvement and innovation at scale.

Responsibilities

Lead a globally distributed Professional Services organization comprising business analysts, implementation consultants, project managers, technical account managers, advanced support consultants, developers, quality analysts, and data engineers, ensuring team members are aligned, enabled, and performing against defined service delivery standards.
Own and actively manage the NPO Services P&L, driving margin and utilization optimization to consistently deliver on financial targets across a multi-product, multi-segment services business.
Define and execute a multi-year vision and operating strategy for NPO Professional Services, positioning the function as a force multiplier for Bonterra's commercial organization and a driver of customer adoption and retention.
Design and continuously optimize a fungible services delivery model that scales across Bonterra's multi-product portfolio, enabling resource flexibility and delivery consistency across customer segments ranging from small nonprofits to large enterprise organizations.
Develop and launch new service offerings by building business cases, engaging cross-functional stakeholders, and managing full-cycle launches from conception through commercialization.
Drive adoption of AI-powered delivery tools and automation frameworks across the NPO Services team to improve time-to-value, reduce delivery cost, and elevate the customer experience.
Sponsor and actively manage major customer escalations, complex delivery engagements, and high-stakes implementation programs, providing executive-level oversight and resolution authority.
Partner with Sales as a strategic asset in the pre-sales and expansion motion, bringing services expertise to field conversations and contributing to commercial pipeline and revenue outcomes.
Collaborate cross-functionally with Product, Customer Success, and Support to surface customer insights from delivery and translate field learnings into product roadmap input and service innovation.
Coach and develop Professional Services leaders, enabling each to grow and optimize their respective business area, team performance, and service portfolio.
Establish and maintain strategic partnerships with offshore delivery providers and channel/partner organizations to extend services capacity and delivery capability in a cost-effective manner.
Define and govern delivery methodology, role frameworks, and practice team structures to ensure consistency, scalability, and alignment with industry best practices.