Vice President of Professional Services
Description
ON24 is on a mission to help businesses bring their go-to-market strategy into the AI era and drive cost-effective revenue growth. Through its leading intelligent engagement platform, ON24 enables customers to combine best-in-class experiences with personalization and content, to capture and act on connected insights at scale.
ON24 provides industry-leading companies, including 3 of the 5 largest global technology companies, 3 of the 5 top global asset management firms, 3 of the 5 largest global healthcare companies and 3 of the 5 largest global industrial companies, with a valuable source of first-party data to drive sales and marketing innovation, improve efficiency and increase business results. Headquartered in San Francisco, ON24 has a wide global footprint with offices in key regions, including London, Singapore and Sydney. For more information, please visit www.ON24.com.
Role Overview:
We are seeking a dynamic, experienced and results-driven Vice President of Professional Services to lead our division globally. The VP will oversee our services portfolio, ensuring exceptional quality, client satisfaction, and ARR/Revenue growth. They will drive the strategic direction of our offerings, build strong client relationships, and foster a culture of excellence within our teams. The core focus will be to develop and execute strategies to drive increased service bookings and revenue, optimize our portfolio and delivery methodology, and enhance operational efficiency through continuous innovation, ensuring customer outcomes and growth in value from the ON24 solution. Responsibilities:
Strategic Leadership & Planning:
- Develop and execute the division's strategic vision and roadmap aligned with company objectives.
- Identify market trends, client needs, and growth opportunities to inform service offerings.
- Drive innovation and continuous improvement initiatives within the division.
Service Delivery & Client Relationships:
- Oversee end-to-end service delivery, including project management, implementation, training, and support.
- Build and maintain strong client relationships, understanding needs, and providing proactive solutions.
- Regularly interacts with executives and customers in regions to nurture and maintain key customer sponsor relationships and cultivate trust-based partnerships.
- Works closely with external vendors, partners, and contractors to ensure service quality, client satisfaction, and adherence to SLAs.
Team Management & Development:
- Provide leadership, mentorship, and guidance to the professional services team.
- Foster a culture of high performance, accountability, and continuous learning.
- Optimize resource allocation and manage staffing needs effectively.
Financial Management, Revenue Growth & Forecasting:
- Develop pricing strategies, manage project budgets, and optimize resource utilization.
- Drive revenue growth and profitability through effective client management and project delivery.
- Monitor financial performance, analyze variances, and take corrective actions as needed.
- Forecast revenue delivery and Annual Recurring Revenue (ARR), and develop strategies to meet targets.
Cross-Functional Collaboration & Compliance:
- Collaborate with sales, product development, and other departments to identify synergy opportunities.
- Ensure compliance with regulations, standards, and best practices.
- Manage risks associated with service delivery and implement mitigation strategies.
Skills & Experience:
- Proven track record of success in a leadership role with at least 7 years of experience in a high-tech and marketing technology environment with an expert-level understanding of Professional Services Practices
- At least 5 years of people management experience, managing teams of 10 or more people
- At least 3 years of second line leadership experience
- Executive-level communication and presentation skills
- Outstanding change management, customer service, sales support, people, and project management skills.
- Experience in business development activities
- Professional experience with Microsoft Outlook, Word, Excel, and PowerPoint.
- Excellent organizational, planning, presentation, and communication skills. The ability to work effectively with all levels of the organization, and the ability to meet deadlines.
- A bachelor's degree in Business, Computer Science, Information Systems, or the equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities.
Perks & Benefits:
- Health benefits designed to fit the needs of you and your family — including medical, dental, and vision plans
- Unlimited PTO policy and wellness days to log off and recharge
- 11 paid company holidays for US-based employees + 1 Floating Holiday + 2 Floating Wellness days
- Employee Stock Purchase Plan
- 401K Plan with employer match
- Reimbursements covering home office expenses, cell phone use, and classes for professional and personal development
- Fitness and wellness perks including discounted memberships with 24 Hour Fitness
The base pay range for this position is $170,000 to $225,000. This range is not a guarantee of actual compensation that may be earned nor a promise of any specific pay for any specific employee, which is always dependent on relevant experience, education, skills, location, and other applicable factors.
EEOC:
ON24 is proud to be an equal employment opportunities (EEO) workplace to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, ON24 complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Pursuant to the San Francisco Fair Chance Ordinance, ON24 will consider for employment qualified applicants with arrest and conviction records.
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