VP, Professional Services

Florence Healthcare - US•Atlanta, GA

17h

About The Position

Florence software advances cures by helping the world’s most important research sites do their best work. Our solutions are now used by over 30,000 research teams in 70 countries around the world—we’re the most widely deployed site workflow tool in the industry. By the end of the decade, we’ll double the pace at which new medicines get to market by doubling the output of trial site teams. To date, we were named a Deloitte Fast 50 business, G2 Category Leader, an Inc. & AJC best place to work, and an Inc. 5000 company five years in a row. At Florence, we are committed to make the world a better place by accelerating research while providing an environment for our employees where they can be happy in their lives, enjoy their jobs, and grow.

Requirements

12+ years relevant experience.
10+ years experience in leading professional services at scale in a SaaS environment, preferably in life sciences.
Demonstrated track record of building high-performance teams that achieve ambitious goals in a high-velocity environment.
Demonstrated track record of strong commercial and financial judgment, P&L ownership, and the ability to prioritize and make data driven decisions.
Demonstrated track record in establishing cost-effective and resource-effective capacity management.
Demonstrated track record of leadership as it relates to building collaboration and consensus between disparate groups; a leader who can gain consensus from his/her organization around cohesive execution strategies.
Strong understanding of software implementation and integration processes.
Prior experience in managing key global accounts with high personal touch
Excellent communication, negotiation, and client management skills.
Extreme ownership - taking ownership of everything in your domain; you and your team own problems and their solutions.
Driven personality with high levels of critical thinking; a desire for continuous improvement and challenging the status-quo.
A cultural steward with a focus on honesty, engagement, clear communication, and personnel development. No brilliant jerks allowed.

Nice To Haves

Familiarity with Florence’s product portfolio is preferred.
An MBA or equivalent is preferred.

Responsibilities

Effectively lead, mentor, and develop the Strategic Accounts and integrations teams through change as the business continues to scale and evolve.
Establish clear team goals and KPIs in line with company objectives.
Encourage a culture of collaboration across teams to cultivate positive morale, retention, and performance.
Oversee the successful implementation and/or integration of our SaaS products across diverse client landscapes
Manage key Strategic account relationships from initial rollout through the account life cycle, supporting monthly business reviews, expansion opportunities and successful implementations, and general escalation management. For those with a Co-dev program with Florence, manage requirements inflow into the Product teams and overall project management
Ensure high levels of customer satisfaction and partner with Sales and Customer Success leadership to manage relationships with key clients and business partners.
Collaborate with sales and customer success teams to identify new opportunities to drive value across customer accounts
Develop, communicate, and execute a comprehensive strategy for the professional services department.
Work closely with product management to align services with customer needs and product roadmap, continually sharing platform and product improvements to enhance the customer experience and adoption of our products across the customer base.
Integration of solutions post M&A as necessary.
Optimize process, cost, and talent resourcing by addressing inefficiencies; establishing discipline and rigor around team operations.
Instill confidence in operational processes and service delivery, for both customers and our internal teams.
Plan and manage a comprehensive P&L, monitor monthly spend and revenue generation, driving cost efficiencies.
Monitor performance metrics and implement improvements as needed.
Identify and implement best practices for project management and service delivery, along with future thinking technology to impact the speed of deployment and onboarding (in particular AI and automation technologies).
Reimagine the implementation and adoption journey through the lens of Professional Services across all products through collaboration and redesigning the process from pre-sales through onboarding, and ultimately adoption and expansion.
Stay abreast of industry trends and innovations in SaaS and professional services.
Opportunity to represent the company at conferences, seminars, and industry events.
Contribute to the overall growth strategy of the company.