VP of Global Business Operations & Strategy (CP & ESG Audit & Assurance)
Posted Updated 13
views
Description
- Manage the global TeamMate customer lifecycle from implementation through renewal, maximising engagement across approximately 3,000 customers and improving retention
- Lead the Professional Services, Customer Success, Customer Service, Sales Support, and Retention functions
- Support TeamMate strategy, including VSP, budgeting, and strategic projects; contribute to go-to-market activities such as business cases, packaging, and pricing; and own the Business Intelligence function supporting Sales, Marketing, Product, and post-sales teams
- Lead approximately 90 professionals globally and manage external implementation and support partners to extend Professional Services and Customer Support capacity
- Oversee the design and execution of implementation and training for TeamMate products, and manage external partners that extend implementation capacity, including partner enablement and certification programmes
- Lead more than 40 Professional Services professionals globally across the Americas, EMEA, and APAC
- Own renewals across the TeamMate customer base, including defining processes and executing customer interactions
- Collaborate with GSO teams on process automation and with Finance and Order Management teams on invoicing
- Identify upsell opportunities for execution by the Sales organisation
- Lead a team of six Retention professionals across EMEA, the Americas, and APAC, supporting approximately 3,000 customers
- Design and deliver omnichannel customer support, including phone, email, and self-service, and manage external partners that extend Customer Support capacity
- Work closely with Development teams to identify opportunities to improve products and services
- Lead more than 30 Customer Service professionals globally, providing support to approximately 3,000 customers
- Design and deliver the Customer Success function, increasing the value customers realise from TeamMate offerings and improving customer satisfaction and loyalty
- Establish, develop, and maintain relationships with strategic and at-risk accounts throughout the customer lifecycle
- Coordinate closely with Retention and provide additional coverage where required
- Engage customers proactively outside the renewal cycle to understand their needs and help resolve challenges directly or through Support and Professional Services
- Manage an Associate Director with a team of four across Business Intelligence, Product Operations, and Sales Support
- Define packaging and pricing for TeamMate products
- Coordinate the creation and maintenance of materials in ERP and CRM systems
- Lead collaboration with GSO and GBS teams to automate and improve end-to-end processes
- Support Finance with Professional Services revenue recognition and collaborate with Collections
- Oversee Sales Support, which reports to the Associate Director of BI & Operations and has two direct reports
- Lead transactional data analysis and reporting across pipeline, sales, Customer Support, and Professional Services
- Develop business cases to support investment decisions, including product development and hosting alternatives
- Lead market-sizing activities
- Support strategic decision-making, including active involvement in VSP and budget preparation
- Lead strategic projects
- Strong commercial and analytical judgement, with an understanding of customer economics, retention, recurring revenue, and services delivery
- Experience leading sizeable, geographically distributed teams through experienced functional leaders
- A track record of translating strategy into measurable operational improvement and leading complex work at pace
- A collaborative leadership style and the credibility to influence across functions
- Significant in-house operating leadership within enterprise software, B2B SaaS, or a similarly regulated, recurring-revenue business
- Ability to connect operational detail with the wider business context and make clear, well-structured decisions