VP Technical and Professional Services

Summary

As a key member of the executive team reporting to the CEO, the Vice President of Technical and Professional Services will be the champion of customer deployment, training, project management, and technical support. You will be engaged in top-level involvement with our client base that includes the largest loyalty programs, airlines, financial institutions, hotel chains and online travel companies in the world. You will be empowered to scale and drive our global technical support coverage and our client implementations with the goal of both maximizing the efficient use of resources and client satisfaction. The right candidate must be passionate about customer satisfaction but understand how to balance customer needs with the operation of a common software platform. You will know how to operate with ‘just enough’ process to improve operations, without crippling productivity. You will be able to clearly articulate client needs internally, and represent the company professionally externally. You will be responsible for the smooth and effective deployment of multiple concurrent, complex software applications to a global client base. You should have a proven track record of growing the operational backbone of a software company that interacts with a highly dynamic and demanding market accustomed to real-time response. We are looking not only for strategic, innovative thinkers, but ones who have proven they can execute, with both excellent leadership and communication skills. While this is a leadership role, we are a lean organization and are looking for a person who has a passion for rolling up their sleeves, solving problems, and an insatiable curiosity for technology.

Job Responsibilities

  • Own the resource planning, cross-company visibility and profitability model for professional services.
  • Develop a scalable technical support model to support a growing global client base.
  • Act as executive level customer escalation contact for technical support issues, representing the company and client needs professionally, while supporting and championing his/her staff.
  • Own internal ‘knowledge base’ documentation process and effectively build out a self-service training model.
  • Work cross-functionally within the company to ensure that all operational functions are aligned with company objectives and client needs.
  • Monitor and message internal expectations on key business metrics such as support responsiveness, delivery of service and system performance.
  • Prioritize professional service projects by value-add and ROI potential and by scheduling and managing system development projects and implementations and allocate resources efficiently.
  • Ensure all operational staff develop deep business and product expertise.
  • Ensure tight management, customer communications and expectation setting for customer deployments.

Job Requirements

  • Travel and Software industry experience required.
  • Software applications management required.
  • MBA preferred, Bachelor’s degree in a related field or equivalent education/experience required.
  • Minimum 10 years senior level operational management experience.
  • Minimum 5 years managing customer deployment and/or professional services engagements in a consultative model.
  • Experience in help desk and technical support functions.
  • Familiarity with emerging technologies and applications in relation to business processes.
  • Must be able to positively interact directly with clients and project the ezRez values and objectives clearly.
  • Must show a commitment to customer satisfaction.
  • History of successful leadership in a 24/7 SaaS high-volume transactional environment required.
  • Experience with a successful small company/start-up with some large corporate exposure is ideal.
  • Ability to create and communicate goals and to build consensus and trust, getting results.

How to Apply

To apply for this position, please send an email to employment@ezrez.com and include "VP, Technical and Professional Services" in the subject line for immediate consideration. Please note that at this time we are not considering candidates that will require employer sponsorship to work in the United States. No calls from recruiters/agencies please. ezRez Software is an equal opportunity employer.