VP, Technical Services (AMER)

The Company

Marigold, a rapidly expanding technology enterprise specializing in customer engagement solutions, is currently in search of a Vice President of Technical Services. This pivotal role entails spearheading and executing the company's strategic consulting endeavors. The ideal candidate will collaborate closely with clients and internal teams to comprehend their business requisites and deliver tailored solutions utilizing Marigold's cutting-edge platform. The incumbent will play a pivotal role in augmenting revenue streams, fostering customer satisfaction, and ensuring client retention.

The Role

We are seeking a dynamic and experienced Vice President of Technical Services to lead our Professional Services team. The ideal candidate will be responsible for overseeing the delivery of technical solutions and services to our clients, ensuring successful implementation and ongoing support of our SaaS platform. The VP of Technical Services will play a pivotal role in driving customer satisfaction, retention, and revenue growth through the strategic deployment of our technology solutions.

Key Responsibilities

• Leadership and Strategy:
• Provide strategic leadership and direction to the Technical Services team, driving alignment with business objectives and client needs.
• Develop and implement service delivery strategies to optimize client satisfaction, retention, and revenue growth.
• Collaborate with executive leadership to define and execute the company's overall technical services roadmap.
• Conduct strategic discovery sessions and workshops with executive-level stakeholders at client organizations.
• Collaborate with Account Executives and Customer Success Leaders to research, analyze, and formulate strategies addressing clients' core business challenges.
• Drive the growth of the consulting business through strategic planning and execution.
• Offer strategic counsel to clients in areas such as CRM, marketing, and loyalty solutions.
• Collaborate with the sales team to identify new business opportunities and craft compelling proposals.
• Oversee consulting engagements from inception to delivery, ensuring high-quality deliverables and client satisfaction.
• Master the art of consultative selling, positioning oneself as the foremost expert on Marigold's products and services.
• Customize solutions to assist clients in achieving their marketing technology objectives.
• Exhibit proficiency in executive and technical selling scenarios, leveraging storytelling, client use cases, and demonstrations to showcase Marigold's value proposition.
• Provide support for key strategic initiatives and high-value client accounts within the Solutions Consulting organization.
• Client Engagement and Delivery:
• Oversee the delivery of technical services to clients, including implementation, customization, and ongoing support of our SaaS platform.
• Serve as a trusted advisor to clients, understanding their business goals and challenges, and providing strategic guidance on leveraging our technology solutions.
• Ensure the timely and successful delivery of projects, meeting or exceeding client expectations and KPIs, in partnership with the PMO
• Team Management and Development:
• Build and lead a high-performing Technical Services team, fostering a culture of excellence, collaboration, and continuous improvement.
• Provide mentorship, coaching, and professional development opportunities to team members, empowering them to achieve their full potential.
• Define and implement processes and best practices to streamline service delivery and enhance operational efficiency.
• Customer Success:
• Ensure optimal utilization of Marigold's platform by clients to maximize their investment, identify growth opportunities, and facilitate seamless adoption.
• Cultivate and strengthen client relationships to solidify partnerships and reinforce our commitment to client success.
• Collaborate with client success teams to support customer expansion and assist them in achieving their objectives.
• Champion Marigold's platform capabilities to clients and prospective stakeholders.
• Develop a comprehensive understanding of common business challenges faced by clients and align Marigold's platform features with their specific needs.
• Cross-Functional Collaboration:
• Collaborate closely with Sales, Product, and Customer Success teams to align technical services with overall business strategy and client needs.
• Act as a liaison between clients and internal teams, facilitating communication, managing expectations, and driving cross-functional collaboration.
• Provide input and feedback to product development teams based on client needs and market trends.
• Thought Leadership and Innovation:
• Stay abreast of industry trends, emerging technologies, and best practices in Marketing and Loyalty solutions.
• Drive innovation and thought leadership within the Technical Services team, identifying opportunities to enhance our service offerings and deliver greater value to clients.
• Represent Marigold at industry events, conferences, and webinars, showcasing our expertise and thought leadership in Marketing and Loyalty SaaS solutions.
  
  

Success Measures

• Drive revenue growth through consultative selling and strategic consulting initiatives.
• Enhance customer satisfaction and retention by ensuring clients derive maximum value from Marigold's platform.
• Maintain a high level of market expertise and thought leadership.
• Develop and execute successful strategies aligned with client's core business challenges.
• Foster strong relationships with internal teams and external clients.
  
  

Qualifications

• Bachelor's degree in Computer Science, Engineering, Business, or a related field; MBA or advanced degree preferred.
• Minimum of 10 years of experience in technical services, professional services, or client-facing roles within the software industry, with at least 5 years in a leadership capacity.
• Proven track record of successfully leading and scaling technical services teams, delivering complex projects, and driving client satisfaction and retention.
• Deep understanding of Marketing and Loyalty SaaS solutions, including experience with implementation, customization, and support.
• Strong leadership, communication, and interpersonal skills, with the ability to build and maintain relationships at all levels of an organization.
• Strategic thinker with the ability to translate client needs into actionable service delivery strategies.
• Results-oriented mindset with a focus on driving business outcomes and exceeding client expectations.
• Travel may be required as needed to support client engagements and business objectives.
  
  

Join Us

If you're passionate about technology, client success, and driving business impact through innovation, we'd love to hear from you. Join our team and be part of a dynamic and growing company that is shaping the future of Marketing and Loyalty solutions.