Vice President of Member Experience

🤝 What about your team?

Finalis is looking for an extraordinary individual to manage our global core services teams and help build the world’s greatest dealmaking platform. This role will play a critical role in building teams to ensure that every platform user feels that they have been provided high quality support. The Head of Professional Services will help define strategy, hire and enable teams of A-players, implement new processes and help educate our user base on value-additive changes to the Finalis platform. 

💬 Who are we looking for? 

We are seeking a dynamic and experienced Vice President of Member Experience to lead the development and execution of a unified strategy that enhances the experience for investment bankers on our platform. This leadership role will oversee the end-to-end experience—from go-to-market strategies and client interactions with front-end teams, to product innovation, technology development, and operational efficiency with back-end teams. The VP will collaborate across all departments—business, product, design, engineering, data, and shared services—driving alignment and ensuring that every aspect of the investment banker journey is seamless, efficient, and user-centric.

• Leadership & Strategy: Lead and drive the vision for the Banker Experience, ensuring alignment across our go-to-market and product via customer success, product, design, engineering, data, and back-office operations to deliver a unified, high-impact user experience.

• Cross-functional Collaboration: Partner closely with product, design, engineering, and data teams to define, prioritize, and deliver platform features that optimize the banker experience and overall platform usability.

• User-Centric Focus: Understand the needs and pain points of bankers and ensure the platform's tools, workflows, and resources are tailored to enhance their effectiveness and efficiency.

• Process, Systems & Policy Optimization: Define and implement policies, processes, and best practices that foster smooth collaboration between teams, streamline the banker journey, and enable scalability as the platform grows. Constantly revisit processes to ensure a strong, efficient customer experience.  

• Performance & Growth: Set clear Objectives and Key Results (OKRs) for Banker experience initiatives, ensuring continuous measurement and optimization to improve satisfaction, platform adoption, and overall success in the private capital markets.

• Innovation & Thought Leadership: Be a strategic thought leader within Finalis, ensuring that the Banker experience is innovative, forward-thinking, and aligned with the latest trends in both technology and investment banking including influencing the type of integration and service partners we work with to augment our Banker experience. 

Qualifications

• At least 5 years of Vice President level leadership roles leading teams over 15 employees 

• Experienced Customer Success & Delivery Leader: Proven leadership in Customer Success, Professional Services, or Delivery roles within SaaS organizations, with experience supporting thousands of global clients.

• Strong Cross-Functional Collaboration: Demonstrated success working across product, design, engineering, and data teams to deliver customer-centric solutions.

• Customer Engagement Expertise: Skilled in managing customer-facing engagements, resolving issues, and communicating effectively with stakeholders.

• Operational Excellence & Innovation: Passion for leveraging technology and innovation to solve business challenges, improve services, and drive operational outcomes.

• Strategic Business Acumen: Ability to translate complex market needs into actionable strategies that align with organizational goals and drive customer satisfaction.

• Delivery & Project Management: Hands-on experience in project planning, budget/milestone control, release planning, and leading high-performing delivery teams.

• Coaching & Team Leadership: Serves as a player-coach who can guide teams toward achieving OKRs while remaining open to feedback and new ideas.

• Execution-Oriented & Proactive: Highly organized, responsive, and effective at setting expectations, driving projects to completion, and maintaining a positive, ownership-driven mindset.

Bonus Track! 

• Associate's or Bachelor's Degree in engineering, business, computer science or related field.

• Previous experience managing revenue, including renewals, expansions, or commissions.<