Vice President of Professional Services

Faites un pas en avant et laissez-vous surprendre par Edenred. Chaque jour, nous fournissons des solutions innovantes pour améliorer la vie de millions de personnes, en connectant les employés, les entreprises et les commerçants dans le monde entier. Nous savons qu'il y a des centaines de façons pour vous d'évoluer. Avec nous, vous développerez vos compétences dans un environnement multiculturel, stimulant et dynamique. Osez rejoindre Edenred et préparez-vous à vous épanouir dans une entreprise internationale qui vous offrira des opportunités infinies. La méritocratie fait partie de notre ADN. Chez Edenred, nous reconnaissons, recrutons et développons tous les talents. Venez comme vous êtes, dans le respect de votre singularité et contribuer à l'aventure Edenred avec nous. Nous nous engageons à prévenir toute forme de discrimination et à proposer à tous nos candidats des opportunités égales indépendamment de leur genre et expression de genre, handicap, origine, croyance religieuse et orientation sexuelle ou tout autre critère. Revolutionize B2B Payments with Edenred Pay USA Join our team and be part of a company that's transforming the way businesses pay and get paid. At Edenred Pay USA, we're leaders in innovative B2B payment solutions. Our platform streamlines accounts payable processes, eliminating inefficiencies and empowering Accounts Payable (AP) teams to focus on strategic initiatives. As part of the global Edenred family, we offer a dynamic and inclusive work environment, a commitment to employee well-being and professional growth, and opportunities to drive innovation in the payment industry. Why Join Us? We offer medical coverage for employee-only plans, life insurance, AD&D insurance, and long-term and short-term disability. Dental Vision Critical Illness Hospital Indemnity Flexible Spending Account Accident Retirement Benefits: Take advantage of our 401K plan with a generous employer match of up to 3.5%. The base salary ranges from $150,000 to $170,000 with competitive bonus opportunities available. If you're passionate about innovation and want to make a meaningful impact, join us at Edenred Pay USA. The Vice President of Professional Services leads onboarding and activation for new and existing Edenred Pay customers across all product lines, including invoice automation, virtual card, ACH and platform integrations. Essential Functions: Duties and Responsibilities Own delivery of onboarding and implementation for all Edenred Pay customers, from the handoff at close through the transition to the ongoing account owner. Own the operating metrics for the function, including time from signature to kickoff, time to first transaction, onboarding cycle time by segment, forecast accuracy on go-live dates, and the contribution of onboarding speed to gross revenue retention. Build and own a written two to three year professional services plan covering process, staffing, tooling, and automation, and present progress against it to executive leadership on a set cadence. Segment the onboarding customer base and build a delivery motion for each tier, so that large complex customers receive a managed delivery process and smaller customers receive a scaled or self-service path. Apply AI and automation inside the delivery process to raise capacity per person, including agent-assisted configuration and data setup, automated file and document mapping, AI-assisted requirements capture, and automated status reporting, and measure the capacity returned by each one. Own the onboarding and services tooling, keep every project, milestone, and date in the system of record, and retire the personal spreadsheets and manual trackers that sit outside it. Work directly with sales leadership on the front end of the customer journey, including the requirements gathered before close and the standard for a complete handoff, and hold that agreement with the sales leaders and the Chief Revenue Officer. Plan, develop, and manage customer projects, including scope, budget, and margin on all engagements, and build the professional services revenue plan. Establish the service standards for delivery and publish them so that account management, operations, sales, and support work to the same definition of “done”. Document the delivery process and the account history in shared systems, so that the function keeps running without dependency on individuals. Partner with product and engineering on the defects and product gaps that slow onboarding, and bring evidence from delivery data to those conversations. Develop and price new services based on customer needs. Understand the competitive landscape in AP automation and B2B payments, working with the product marketing department. Management Responsibilities Recruits, interviews, hires, and trains the managers and individual contributors who deliver onboarding and implementation. Runs the department through its managers, and does not hold personal ownership of customer projects, delivery queues, or configuration tasks. Sets written goals for every direct report and provides constructive and timely performance evaluations against those goals. Handles discipline and termination of employees in accordance with company policy, and takes ownership of any performance plan already in progress at the time of hire. Maintains a staffing and capacity model that shows how many customers the team can onboard each month and what it would take to raise that number. Delivers commitments to executive leadership on the date agreed, in finished form. Reports status as dated outcomes, including accounts live, days to first transaction, and accounts at risk of slipping, with numbers that reconcile to Salesforce. Ensures timely onboarding of new clients and migration of existing clients to new software. Performs other related duties as assigned. Required Skills/Abilities Has run a services, implementation, or onboarding organization of at least fifteen people with managers reporting in, and led it through those managers. Reports in outcomes and dates, and can produce a status roll-up that an executive committee reads without a walkthrough. Can point to a delivery methodology they wrote that a team still uses, and describe how it was documented, trained, and enforced. Built more than one delivery motion against a segmented customer base, including a low-touch or self-service path for smaller accounts. Has put AI or automation into a live onboarding or services process, and can describe what it replaced, what it cost, and what capacity it returned. Works directly with sales leadership on the front end of the customer journey, and is comfortable defending a design in front of a Chief Revenue Officer. Manages performance directly, including holding underperformers to written plans and seeing those plans through. Keeps team reporting reconciled to the system of record, and uses that data to make staffing and prioritization decisions. Communicates clearly in writing at an executive level, and delivers what was committed on the date it was committed. Prioritizes and delegates work, and functions well in a fast-moving environment with competing demands. Is proficient with Salesforce, a project delivery platform such as TaskRay, GuideCX, Rocketlane, or other customer success platform. Education and Experience Required: Bachelor’s Degree in a related field. Equivalent combination of education and experience will be considered. Required: A minimum of ten years in professional services, implementation, or onboarding, including at least five years leading managers in a B2B SaaS or payments business. Required: Demonstrated experience deploying AI or automation inside an onboarding or professional services function. Required: A minimum of 5 years of experience working at a Fintech (>$100M ARR) successfully scaling the onboarding function. Preferred: Experience with Lean/Six Sigma (Green Belt or higher), project or program management (PMP or equivalent experience), a payments or fintech background, and experience inside a private equity backed company during a growth phase. Equivalent combination of education and experience will be considered. Physical Requirements Prolonged periods of sitting at a desk and working on a computer Must be able to lift up to 15 pounds at times Must possess the physical and mental abilities to perform the tasks normally associated with an office position that involves standing, sitting, reaching, manual dexterity to operate office machines, stooping, bending to handle files and supplies, and mobility to complete errands or deliveries May work at computer monitors for prolonged periods with danger of eye strain and muscle pain EEO Statement The employment policy of Edenred is to provide merit-based equal opportunity to all persons. No employee or applicant for employment will be discriminated against because of membership in any Federal, State or Local legally protected classes. Edenred is committed to providing reasonable accommodation to individuals with disabilities. To request reasonable accommodation in the application process, contact View email address on click.appcast.io. L’état d’esprit Edenred - Nous sommes une entreprise unique. Nous recherchons de nouveaux collaborateurs prêts à prendre part à l’aventure Edenred avec la même énergie et la même passion que nous. Vous vous sentirez naturellement à l’aise chez Edenred, si vous aimez repousser les limites, expérimenter, vous améliorer constamment, gagner et progresser. Nous recherchons des femmes et des hommes qui partagent notre ambition, avec cette recherche de performance, cette envie de nous remettre en question et de se mettre eux-mêmes au défi pour aller chaque jour plus loin. Nous recherchons des femmes et des hommes qui veulent vibrer avec nous. #J-18808-Ljbffr Edenred SE