Sopheon : Vice President-Client Services
share with twitter share with LinkedIn share with facebook share via e-mail
11/10/2017 | 11:44pm CET
Sopheon is an international, quoted supplier of leading edge software and services in innovation and strategy enablement. An exciting opportunity has arisen for a vice president to lead our global Client Services (CS) division through the next phase of growth. With a mature incumbent team in place across the US and Europe, the requirement is for a highly experienced, transformational leader to leverage, scale and grow the global CS business through motivational leadership, creative problem solving, departmental alignment, and institutionalizing best practices. The new leader will be an inspirational role model that challenges and maximizes the strength of the team, aligning their efforts to Sopheon's overall vision and mission.
As a key member of Sopheon's executive management, this is a strategic role responsible for ensuring delivery of client value, quality implementations and financial results globally in a fast paced and demanding environment. The successful candidate will demonstrate experience of taking a mature team to the next level through effective hiring, development and management practices. An ability to forge relationships with both clients and colleagues - notably in the sales and product development areas - will be vital.
Bringing leadership, confidence and alignment to the executive team, cross functional leaders, clients and partners to realize the extensive growth opportunities of the business. To meet or exceed client expectations through proactive actions while achieving required internal KPI expectations.
Principal Duties and Responsibilities:
Create Strategic plans and execute to enhance profitability, productivity and efficiency throughout the department's operations including the creation of annual departmental initiatives to grow and scale the business
Act as an advocate for innovation and effectively lead through change
Act as executive sponsor on key client projects and apply business development resources to achieve optimal customer satisfaction and retention
Collaborate with Sales and Product VPs to complete project estimates, statements of work, etc. to shorten and/or close the sales cycle, and to forecast business demand
Create and manage the process and people involved in client implementation including sales support/qualification, installation, configuration, training, rollout, and ongoing client adoption and acceptance
Coach, mentor and develop teams to achieve 100% 'meet or exceed' client satisfaction rating across all projects through proactive thinking and action with accountability to manage ongoing client relationships
Develop a strong horizontal knowledge across all product lines
Create and lead teams to optimize project KPI's including client value, project scope and financials including margin contribution to Sopheon
Develop management teams enabling them to proactively staff projects and manage project teams required for high quality delivery including the recruitment, management, development and monitoring of such resources to execute on the project plan.
Operate as the CS 'change agent' to introduce and institutionalize corporate Best practices.
Knowledge, Skills and Abilities Required:
Success leading teams in a global environment across different cultures, lines of business, and geographies
Experience and proven ability to transition and scale CS operations to support a business growing from $30M to $100M.
Success institutionalizing strategies, methodologies and best practices focused on quality deployments of a complex product under resource constraints while maintaining customer satisfaction as a way to operate
Ability to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
Proven leadership ability to provide direction to create and execute a world class customer facing Service & consulting Operations Model
Ability to evaluate, teach, and mentor talent through recruiting, onboarding, and continued development
Ability to organize and prioritize work, meet deadlines, follow through on commitments, and take corrective action where appropriate
Experience applying agile principles to service delivery models
Experience in using web-based business applications
Experience in DB applications (Oracle, SQL-Server, Etc.)
Experience in business process re-engineering
Experience with Microsoft Office and Project applications
Strong communication and presentation skills to represent the organization to prospective partners and clients
Strong teamwork orientation across departments
Ability to provide leadership and collaboration across the organization and with external stakeholders
Five to ten years of CS leadership including transformation management in scaling a business
Global management of services personnel and multi culture people
Four-year college degree with a major in engineering, math, science, or computer Science
Vooral de zin moet een bedrijf van 30 naar 100miljoen kunnen laten groeien, staat me erg aan