Vice President, Global Business Operations & Customer Success, TeamMate
Vice President, Global Business Operations & Customer Success, TeamMate
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Job Description
Role Purpose
The main responsibility of the job is to manage the global TeamMate Customer Lifecycle from implementation to renewal with the goals of maximizing engagement of our 3000 customers and improving retention rates on the $100M ARR managed through the work of the Professional Services Customer Success Customer Service Sales Support and Retention teams.
On top of post-sales customer lifecycle management this position supports strategic initiatives such as VSP and budget preparation contributes to product migration and new product pricing and packaging and owns the Business Intelligence function that provides support for Sales Marketing Product and post-sales.
To deliver on these goals this position manages approximately 90 global professionals and multiple external implementation and support partners directly to extend the capacity of Professional Services and Customer Support.
Breakdown of functions and activities under this position
Professional Services
Responsible for the design and execution of the implementation and training of TeamMate products.
Responsible for managing the partners that extend capacity for implementation of the products including the enabling and certification program.
Direct responsibility for 40 global professionals throughout our 3 main regions of Amers EMEA and APAC and $16M of revenue a year.
Drive utilization capacity planning and financial forecasting as key priorities.
Retention
Responsible for renewal of all TeamMate customers with definition of the processes and execution of customer interactions.
Collaboration with GSO teams to automate processes and with Finance/order management teams for invoicing.
Identification of upsell opportunities that the Sales teams will execute (total upsell over $10M a year only partially driven by retention teams).
Direct responsibility of 6 professionals in EMEA Americas and APAC renewing $100M 3000 customers (and growing).
Customer Service
Responsible for design and execution of omnichannel customer support (phone e-mail self-service portal).
Responsible for managing the partners that extend capacity for customer support (2 partners 5 FTEs).
Tight collaboration with development teams for quick identification of improvement areas.
Direct responsibility of 30 global professionals providing customer support for 3000 customers.
Expand use of automation and AI to drive efficiency and improve resolution times.
Customer Success
Scale and mature the Customer Success function (established 18 months ago 3 global roles) to deliver measurable improvements in NPS and retention.
Coordinate with retention teams and provide backup when coverage is needed.
Reach out proactively to customers off the renewal cycle to understand status and help solve challenges directly or by channeling to Support & PS.
Business Intelligence Product Operations Sales Support
Management of an Associate Director with a team of 4.
Develop packaging and pricing proposals in collaboration with GM Finance and Sales.
Coordinate materials creation in the ERP and CRM systems and keep them updated and aligned.
Lead collaboration with GSO and GBS teams to increase efficiency by automating and enhancing current end-to-end processes.
Support Finance by facilitating revenue recognition for professional services activities and collaboration with the collections team.
The Sales Support function also rolls up to the Associate Director BI & Operations with 2 direct reports.
Transactional data analysis and reporting with multiple outcomes (pipeline and sales analysis customer support KPIs Professional Services KPIs etc.).
Business cases for investment decisions (product development hosting alternatives).
Market sizing.
Strategy
Support VSP and budget preparation and contribute to selected strategic projects (e.g. product migration new product packaging AI expansion). Expected share of time: 1015%.
Business Scope
Responsibility for the scoping and delivery of professional services of $16M a year.
Responsibility through the Retention and Customer Success teams of renewing $100M ARR every year.
Goal of increasing prices on current customers between 7% and 9% every year ($3.5M$5M) in close collaboration with GM Finance and Sales.
Participation in upsell activities identifying opportunities and sharing with Sales teams.
Customer Support for 3000 customers of any industry spread in 200 countries.
Organizational Breadth
Direct span of 90 global WK FTEs organized in 6 teams.
Direct span of 4 partners extending capacity with more than 14 dedicated professionals.
Indirect span with multiple partners extending professional services capabilities and managed in conjunction with the Sales and partnerships teams.
Focus is on optimizing and scaling these established teams.
Strategic Execution
The role includes the opportunity to support strategy execution for TeamMate.
Active participation in VSP and Budget preparation.
Contributing to and occasionally co-leading strategic projects such as product migration or new product packaging.
The role requires sound operational judgment and collaboration with GM CFO Sales and Finance for all major decisions.
Knowledge and Experience
Proven experience leading large international post-sales or professional services teams in enterprise software (SaaS or complex on-prem implementations).
Exposure to automation and AI in customer-facing functions is desirable.
Cross-country leadership experience is required; global experience is an advantage.
Track record of scaling teams improving utilization and efficiency and driving measurable retention improvements.
Strong people management skills with a collaborative process-oriented style and the ability to lead through influence across cultures.
Location and Travel
Preferred location: London where key leadership roles are based (Sales Finance Product Customer Service).
Exceptional candidates based elsewhere in Europe may be considered.
Expected travel: 10 trips per year (occasional US and APAC plus within Europe).
Why Join TeamMate
This is a senior leadership role with direct visibility to the General Manager and CFO responsible for a large global organization with a substantial recurring revenue base. The role offers the opportunity to shape the future of TeamMates customer lifecycle build on strong foundations and drive operational excellence innovation and customer success at scale.
Questions
Please reach out to recruiter Silvie Roelans on
Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.
Required Experience:
Chief
Employment Type
Full-Time
