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VP of Professional Services

Victoria, BC
Full Time
5 days ago

Job Description

The goal of the CityView Professional Services department is to provide our customers with an exceptional software implementation experience that results in customer satisfaction and long term retention. 


As the Vice President of Professional Services, you will provide leadership and oversight throughout the Professional Services organization and ultimately be responsible and accountable for all practices within the department, as well as for ongoing, incremental improvement.  We want to be the software vendor that is known for predictable, service delivery excellence.


What you will be doing:

  • Oversight and leadership of Project Management and the Implementation Services and Client Services teams to ensure all teams achieve operational excellence.

  • Accurately forecast Professional Services revenue and Operational Expenses (Opex), as well as License revenue and timing, for the business. 

  • Work with the Project Managers and leaders of Client Services and Implementation Services on resourcing and resource planning efforts.

  • Serve as an Executive Sponsor for individual client projects in Professional Services, or liaise with others inside of CityView who serve as Executive Sponsor for clients with active projects in the Professional Services business.

  • Provide Quality Assurance and oversight of all active projects in the Professional Services business. 

  • Develop your team members. 

  • Own the implementation methodology for Professional Services. 

  • Own and motivate your team to own the Customer Success results within Professional Services. 

  • Set priorities for your team and make sure that all of your team members are operating in alignment with those priorities.  This includes both internally and across all CityView departments, including Sales, R&D and Support.

  • Be a value-added member of CityView that acts like an owner of the business, which means looking for ways every day to make CityView a better company. 

  • Consistently demonstrate the Harris core values.


What we are looking for:

  • 5+ years of experience running a Professional Services practice, business or overall team.

  • Good knowledge of key Professional Services metrics

  • Prior experience leading enterprise software implementations, either as a vendor or customer.

  • Excellent ability to follow-up on items and ensure resolution/closure of problems.

  • Able to influence the scope and management of initiatives across organizational boundaries.

  • Ability to build and maintain relationships with team participants, customers and Senior Management across department boundaries, and lead cross-functional teams.

  • Risk identification and Assessment as it relates to software implementation projects.

  • Contract Negotiation skills and experience

  • Conflict Management skills and experience


What would make you stand out:

  • Undergraduate degree in relevant discipline.

  • Knowledge of local government business processes


About us:

CityView solves real-world business problems that local governments face in serving their constituents expeditiously.  It does this by helping to streamline the complex business processes of permit, license and land management applications and approvals by providing constituents with online self-service and government employees with software that creates efficiencies of workflow management. 

Management and Executive