Vice President - Services

Zenoti provides an all-in-one, cloud-based software solution for the beauty and wellness industry. Our solution allows users to seamlessly manage every aspect of the business in a comprehensive mobile solution: online appointment bookings, POS, CRM, employee management, inventory management, built-in marketing programs and more. Zenoti helps clients streamline their systems and reduce costs, while simultaneously improving customer retention and spending. Our platform is engineered for reliability and scale and harnesses the power of enterprise-level technology for businesses of all sizes.

Zenoti powers more than 30,000 salons, spas, medspas and fitness studios in over 50 countries. This includes a vast portfolio of global brands, such as European Wax Center, Hand & Stone, Massage Heights, Rush Hair & Beauty, Sono Bello, Profile by Sanford, Hair Cuttery, CorePower Yoga and TONI&GUY.

Our recent accomplishments include surpassing a $1 billion unicorn valuation, being named Next Tech Titan by GeekWire, raising an $80 million investment from TPG, ranking as the 316th fastest-growing company in North America on Deloitte's 2020 Technology Fast 500™ and unveiling a new brand video. We are also proud to be recognized as a Great Place to Work-CertifiedTM for 2021-2022 as this reaffirms our commitment to empowering people to feel good and find their greatness.

To learn more about Zenoti visit: https://www.zenoti.com.

We are looking for a Vice President of Professional Services to join our senior leadership team and oversee our global implementation team. You will be responsible for ensuring the successful delivery of our SaaS solutions to our enterprise customers, driving customer satisfaction, retention, and expansion. You will also manage the budget, resources, and processes of the professional services department, and foster a culture of excellence, collaboration, and innovation.

Responsibilities

• Lead, coach, and develop a team of project managers, consultants, and technical specialists across multiple regions and time zones
• Establish and maintain strong relationships with C-level executives and key stakeholders of our customers, and act as their trusted advisor and advocate
• Ensure the delivery of high-quality and timely implementations that meet or exceed customer expectations and business objectives
• Responsible for ARR goals, C-Sat and CAC
• Develop and implement best practices, methodologies, and standards for project management, quality assurance, and customer communication
• Monitor and report on key performance indicators, such as customer satisfaction, revenue, profitability, utilization, and retention
• Identify and pursue opportunities for cross-selling, upselling, and renewals, and collaborate with sales, marketing, and product teams to drive revenue growth
• Provide strategic input and feedback to the product development team based on customer needs, market trends, and competitive analysis
• Stay abreast of the latest technologies, trends, and best practices in the SaaS industry, and ensure the continuous learning and development of the professional services team
  
  

Competencies & Qualifications

• Bachelor's degree or higher in business, engineering, computer science, or related field
• 10+ years of experience in leading and managing professional services teams for SaaS or software companies, preferably in the enterprise segment
• Proven track record of delivering complex and large-scale SaaS implementations to global customers, and achieving high customer satisfaction and retention rates
• Strong experience in engaging and influencing C-level executives and senior decision-makers, and building long-term strategic partnerships
• Exceptional skills in project management, problem-solving, communication, presentation, and negotiation
• Ability to work effectively in a fast-paced, dynamic, and matrixed environment, and manage multiple projects and priorities simultaneously
• Experience implementing Point of Sale systems across franchise brands is a plus
• Experience working with hardware vendors, developing hardware partnerships is a plus
• Ability to travel up to 50% of the time, as required by customer needs and business demands
• Certifications in project management, agile, or other relevant frameworks are a plus
  
  

Zenoti provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.