Vice President, Client Services
Intacct makes small and midsized businesses (SMBs) and CPA firms more productive and improves company performance by providing award winning cloud computing financial management and accounting applications. We are the preferred provider of financial applications for AICPA (the trade association of the accounting profession) and focus only on one thing � delivering the most comprehensive Software as a Service financial management system to our more than 4,000 companies. As the fastest growing leader in this space with a strong focus on customer satisfaction, we value the individuality, ingenuity and originality each employee contributes. The talent and drive of our employees is a key to our continued success.
Imagine what it would be like to have a successful career at Intacct - working with top talent, motivated to help businesses and CPA firms achieve their business goals. Intacct�s growth provides increasing opportunity for our employees in a collaborative environment. Intacct plays to win and if you would like to be a part of our success, please apply for this opportunity.
Job Description:
The Vice President, Client Services will be responsible for leading the Professional Services, Technical Services, Customer Support, and Education teams. You will extend our best practices to our business partners for our mutual success. You will be responsible for leading a professional services team that deploys the Intacct solution to new and existing customers with the goal of maximizing the efficient use of resources while ensuring high customer satisfaction; develop programs for our Value Added Resellers to deliver high customer satisfaction while being highly profitable; for leading a technical services team that delivers system configuration changes and delivers solutions to complex configuration issues; for providing leadership to our customer support team that ensures that all of customer�s issues are resolved timely with a high level of satisfaction; and provide leadership in the delivery of education of our solution to new and existing customers and partners.
Reporting directly to the CEO, The Vice President of Client Services is a senior executive that will lead the client services team to increase productivity and better results within each area of service delivery.
Job Responsibilities:
� Professional Services
o Lead and manage a team that implements the Intacct solution to new and existing customers
o Develop a scalable implementation model to support a rapidly growing client base with the goal of maximizing the efficient use of resources while ensuring high timely implementations and high customer satisfaction
o Prioritize professional service projects by value-add, ROI potential, and impact on technical resources.
� Technical Services
o Lead and manage a team that delivers custom system configuration changes and solutions to complex configurations issues
o Develop a scalable technical services model to support a rapidly growing client base with the goal of maximizing the efficient use of resources while ensuring high timely delivery of configurations and maintain high customer satisfaction
o Prioritize technical service projects by value-add, ROI potential, and impact on technical resources.
� Customer Support
o Lead and manage a team that provides support (Essential Support, Premium Support and Premium Plus Support) to all of customers
o Act as an executive level customer escalation contact for technical support issues, representing the company and client needs professional, while supporting and championing the staff
� Education
o Lead and manage a team that provides training to new customers and partners in the use of the Intacct application and best practices
o Lead and manage a team responsible for channel enablement and readiness
� Partner Development
o Deliver the services best practices to our partners to achieve customer and partner success
o Manage partner resources as part of a virtual community to best align the needs of the business and our customers for implementations, training, and support.
� Maintain the customer database and provide regular statistical reports such as P&L, budget, forecasting, etc.
� Monitor and provide regular key business metrics such as support responsiveness, delivery of service, client satisfaction, and services status.
� Collaborate with all functional areas of the business to ensure effective knowledge sharing and team participation in the evolution of Intacct offerings.
� Develop, build, and manage a team of senior level client services leaders, in both direct and in-direct reporting relationships, including staffing, training, organizing, and coaching.
Job Requirements:
� BS in Computer Science, Engineering or other technical/related fields; MS in Computer Science or MBA is a PLUS
� 12+ years of consulting and professional services management experience for a business application software company, ERP/Financial software domain strongly desired
� 8+ years of experience managing all aspects of a services business including P&L, maintain budgets, metrics and forecasting required
� 6+ years of senior executive leadership experience building and leading successful teams
� A blend of strategic and operational experience, leading various teams including professional services and customer support, with a strong emphasis on customer satisfaction
� Strong analytical background, metrics driven and prior success of leading/driving change based on data, trends business modeling
� Demonstrated ability to define, refine, and effectively communicate high dollar value propositions to key decision makers
� Successful track record of exceeding goals and expectations to achieve profitable growth
� Ability to lead multiple initiatives simultaneously in a fast paced, start-up environment
� Demonstrated creative problem solving abilities
� Effective oral, written, and communication skills
� Demonstrated ability to effectively recruit, develop and retain employees
Please apply at: http://us.intacct.com/corporate/careers.php
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