SVP Client Operations (software)

As the Senior Vice President of Client Operations, you will play a critical role in ensuring the seamless delivery of our software solutions to clients worldwide. You will oversee and optimize the operations of our implementation, professional services, platform support, and training teams to drive client satisfaction, retention, and overall business success. This position reports directly to the COO and requires a strategic leader with exceptional management skills and a deep understanding of client-centric operations in the software industry.

What you'll be doing

Leadership and Strategy:

• Develop and execute a comprehensive software client operations strategy aligned with the company's overall goals and objectives.
• Provide visionary leadership to the implementation, professional services, platform support, and training teams, fostering a culture of excellence, collaboration, and innovation.
• Drive continuous improvement initiatives to enhance operational efficiency, scalability, and client satisfaction.

Client Relationship Management:

• In partnership with Client Success, build and maintain strong relationships with key clients, internal and external, understanding their evolving needs and ensuring our services exceed their expectations.
• Act as the primary escalation point for subscription client issues, working closely with cross-functional teams to resolve complex issues promptly.

Team Management:

• Recruit, develop, and retain top talent within the client operations organization, providing coaching, mentorship, and professional development opportunities.
• Establish clear goals and performance metrics for each team member, conducting regular performance evaluations and providing constructive feedback.

Implementation and Project Management:

• Oversee the implementation team responsible for deploying our software solutions to clients, ensuring projects are delivered on time, within scope, and within budget.
• Define and implement best practices for project management, resource allocation, and risk mitigation to drive successful project outcomes.

Professional Services:

• Lead the professional services team in delivering high-quality consulting, customization, and integration services to clients, maximizing the value they derive from our software solutions.
• Collaborate with sales and product teams to identify opportunities for upselling and cross-selling professional services offerings.

Platform Support:

• Direct the platform support team in providing timely and effective technical support to clients, resolving issues and inquiries to maintain high system availability and performance.
• Implement strategies to proactively identify and address potential issues before they impact clients, ensuring a seamless user experience.

Training & Enablement:

• Oversee the development and delivery of comprehensive training programs for clients, ensuring they have the knowledge and skills to maximize the benefits of our software solutions.
• Partner with product management and customer success teams to incorporate client feedback into training materials and curriculum development.