VP of Professional Services

Convey is seeking a strategic and hands-on VP of Professional Services to lead our implementation and onboarding organization. Reporting to the SVP of Customer Operations, this leader will drive project governance, delivery excellence, resource planning, and scalable implementation processes that improve revenue delivery, customer satisfaction, and time to value.

This role is ideal for a PMP-certified leader with deep experience managing enterprise SaaS implementations, leading high-performing Professional Services teams, and building standardized project methodologies in fast-paced environments.

Key Responsibilities

• Develop and implement program and project standards, SLA’s, metrics, KPI’s,

documentation, communication, training and adoption of all program/project

management processes

• Oversee the management of technical implementation projects to ensure the

technology and processes implemented will scale effectively and support the needs

and growth of the organization

• Utilize a hands-on approach to step in and directly manage enterprise projects

through the implementation lifecycle

• Directly manage a team of Technical Project Managers and/or Program Managers

and define success criteria/metrics within the project management practice

• Drive resource allocations, project margins and revenue

• Lead a weekly forecasting call and provide updates on weekly planned vs

forecasted revenue

• Host training and formalized lessons learned/postmortems to ensure all learns are

applied to future programs/projects

• Ensure all programs and technical projects are executed in accordance with

standardized methodology, ensuring value delivery is efficient and aligned with

organization policies and SLA’s

• Create effective resource allocation/capacity planning and staffing processes to

support business and technology growth

• Utilize project plans, status reports, proactive risk and change management,

budgeting tools and scope management to ensure projects are delivered on time,

with high quality and within budget and scope

• Formulate project goals, identify key stakeholders, and manage relationships by

establishing a clear stakeholder communication plan (project reports, summaries,

and steering committees)

• Establish criteria for successful project delivery and ensure standards are met as it

relates to all project phases including planning, design, configuration, validation,

deployment and hypercare

• Maintain Project Management & onboarding documentation in a formalized

structure aligned with organization policies

• Directly manage project activities through project plans and project management

best practices, assign tasks to cross functional matrixed resources, provide

guidance to personnel responsible for specific functions or phases of the project

and manages risk

• Develop policies, procedures, and guidelines for the management of all aspects of

IT projects and project administration

• Effectively drive resolution of escalations with the appropriate customer and

internal resources, partner cross-functionally with both internal and external

business stakeholders to ensure deliverables are met

• Help build a best-in-class international Professional Services team via

documentation creation, process improvements, and training

• Achieve core KPI goals set in the areas of project commencement, cycle time,

revenue, CSAT, and utilization

Qualifications

• 7+ years leading Professional Services or Implementation teams in SaaS environments

• PMP Certification required

• Strong experience leading enterprise SaaS and/or on-prem software implementations

• Six Sigma or process improvement experience preferred

• Proven success managing complex cross-functional projects and teams

• Strong operational, financial, and strategic planning skills

• Excellent communication and stakeholder management abilities

• Experience in Energy & Utilities is a plus

US-BASED ROLES ONLY - BENEFITS

• Fully covered Medical, Dental, and Vision coverage for employees

• Cost share for dependents

• 401(K) plan with company match

• Fully covered STD/LTD

• Employee Assistance Program (EAP)

• Paid Maternity Leave

• 12 weeks of paid parental leave for birthing parent

• Paid Paternity Leave

• Flexible PTO policy - We trust employees to manage their time effectively and take time off as needed to maintain a healthy work-life balance. Discretionary time off is unlimited, subject to manager approval and business needs.

• 12 paid holidays throughout the year, including winter recess for all employees between December 25th-January 1st

• On-site gym available for free use in Denver, CO for employees based in the Denver area

Convey (formerly Message Broadcast) is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.