VP of Global Professional Services

Job Description:

The VP of Global Professional Services owns the strategy, innovation, and execution of a world-class services organization that accelerates customer time to value, drives platform adoption, and creates durable competitive advantage. This role is accountable for evolving Professional Services from a delivery function into a strategic growth lever through modern service offerings, AI-enabled delivery, and deep partnership across Product, Sales, and Customer Success.

The VP leads global onboarding, implementation, advisory, and value realization services, ensuring customers achieve measurable outcomes while the business achieves scalable growth, strong margins, and high customer satisfaction. This role requires deep experience building and scaling partner-enabled delivery models to extend reach, improve efficiency, and accelerate customer outcomes.

Responsibilities

Strategy, Innovation, and Portfolio Leadership

• Define and own the global Professional Services strategy, including vision, operating model, portfolio design, pricing, and regional delivery approach

• Evolve services from project-based delivery to outcome-driven, repeatable offerings aligned to customer maturity and use cases

• Lead continuous innovation in service offerings, including AI-enabled delivery, automation, packaged services, and digital-first engagement models

• Partner with Product and Engineering to influence roadmap priorities using structured insights from delivery data, customer outcomes, and adoption patterns

AI, Data, and Scale

• Leverage AI, analytics, and tooling to improve delivery efficiency, predict risk, accelerate onboarding, and reduce cost to serve

• Establish data-driven capacity planning, utilization management, and demand forecasting at global scale

• Build modern service instrumentation to track time to value, adoption, customer outcomes, margin, and quality

Delivery Excellence and Governance

• Define and enforce standardized delivery methodology, governance, and quality metrics across all regions

• Sponsor strategic customer engagements, executive briefings, and critical escalations

• Ensure consistent, high-quality delivery while balancing speed, scalability, and customer experience

• Drive world-class time to value, customer NPS, and renewal impact through services

Financial and Commercial Ownership

• Own Professional Services financial performance, including gross margin, utilization, cost structure, and delivery efficiency

• Indirectly influence services bookings, attach rates, and expansion through strong GTM alignment and compelling offerings

• Partner with Sales, Success, and Finance on packaging, pricing strategy, and commercial models

Leadership and Cross-Functional Influence

• Lead and develop a global Professional Services organization, including regional and functional leaders

• Build strong succession, leadership capability, and accountability across the team

• Operate as a senior executive partner to Sales, Customer Success, Product, Support, and Finance to deliver a cohesive end-to-end customer journey

• Act as an internal thought leader on services strategy, customer value realization, and scalable delivery models

Partner and Ecosystem Strategy

• Build and execute a services partner strategy that expands delivery capacity, accelerates time to value, and supports scale

• Design clear engagement models across internal teams and external partners, including roles, responsibilities, governance, and handoffs

• Enable partners to deliver standardized onboarding, implementation, and advisory services through repeatable methodologies, tooling, and enablement programs

• Collaborate with Partner, Sales, and Customer Success leadership to align services-led motions with partner GTM strategies

• Ensure consistent quality, customer experience, and outcomes across both direct and partner-delivered services

• Use partner insights and performance data to continuously refine service offerings, coverage models, and cost-to-serve

Minimum Qualifications and Skills

• Proven experience leading a large, global Professional Services organization in a SaaS or platform-based comp