ECI Software Solutions

Compensation

Full Description

Job Summary At ECI, our Professional Services Team delivers world-class service delivery to thousands of new and growing clients each year. The team is responsible for defining, designing, delivering, and deploying ECI’s solutions via our rockstar team of Professional Services Consultants, Solution Architects, and Project Managers. We are seeking a Vice President of Professional Services to lead our Manufacturing Rest of World (RoW) Professional Services team. This leader will be responsible for analyzing, refining, and implementing an enterprise methodology that brings customer value to the forefront of everything we do. We’re looking for a roll-up-your-sleeves executive with the ability to work quickly and drive results that take our service delivery organization to the next level. Essential Experience & Job Duties • Experience managing a PS organization of 150+ employees and managing a P&L of $50M+. • Experience achieving world-class Customer Sat, NPS, Utilization metrics. • Experience developing, refining, and rolling out Enterprise software implementation methodology. • This is a customer facing role – the ideal candidate will frequently visit customers and maintain relationships at key accounts. • Serve as a point of escalation for our customers, including taking control of at-risk projects, supporting time sensitive projects, etc. • Responsible for assessing the current state of the Manufacturing RoW Services team, and providing actionable recommendations for improvements in process, leadership, culture, and profitability. • Manages the efficiency, scalability, and health of the Professional Services team via a data-driven approach (dashboards, KPI management, automated reporting, etc.) • Leads dynamically and drives issues to resolution with a measured and cross-functional approach • Leadership Scope: • Leads the Manufacturing Rest of World (RoW) Professional Services organization, aligning resources and expertise across seven (7) product lines and the teams that support them. • Directly responsible for ~$30-$50M in services revenue across all product lines. • Will oversee multiple managers and subordinate teams, split between Implementation Consultants, Solution Architects, Custom Developers, and Project Managers. • Will manage team performance and utilization against dashboards and KPIs, and present routinely on outcomes, trends, forecasting, resource needs, and profitability/margins. • Will refine and deploy new methodologies that drive world-class Customer Satisfaction, CSAT, and NPS • Will espouse a culture where we celebrate our wins, exercise extreme ownership, and create a flywheel of creativity, innovation, and reliable execution. • Decision-Making: • Focuses on long-term strategic planning and organizational vision. • Frequently assesses talent, culture, and resourcing, making decisions that positively impact each area routinely. • Manages change adeptly and without hesitation, inspiring others to embrace new ways of doing business and to constantly challenge the status quo. • Requires minimal oversight and is comfortable acting autonomously given a high-level direction or intent. • Responsibilities: • Sets the strategic direction for the Manufacturing RoW Professional Services team, working alongside the SVP of Professional Services and Chief Customer Officer to achieve all core goals • Ensures alignment with the Professional Services team’s OKRs and KPIs, presenting Monthly Business Reviews to showcase trends and areas of support needed. • Implements management processes that drive data-driven visibility into goals vs. achievement, identifying risk areas before they escalate. • Establishes cross-functional relationships with Division Presidents to successfully manage the health and growth of the business • Mentors and grows subordinate leaders, implementing a culture of deliberate growth and development across all roles. • Manages the forecasting process for revenue delivery on a weekly basis, working with subordinate leaders to gain an accurate revenue picture comparative to budget. • Espouses a winning culture that attracts, retains, and grows top talent. • Demonstrates a hunger for success and serves as a motivational and transformative leader for the Manufacturing RoW organization. Required Education Bachelor’s Degree Preferred Education (not required) Master’s Degree/MBA Degree Focus N/A Certifications N/A Years of Experience Required 10 – 15+ years Specialty/Industry Experience Manufacturing ERP experience is a plus, but not required Management Experience 10+ years Travel Up to 20%