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Enterprise Software Vice President Operations

2 months ago

Old Toronto, Ontario, Canada Stonewood Group Inc. Full time
Job Title: Vice President of Operations for Enterprise Software Solutions

Stonewood Group Inc. is seeking an experienced Vice President of Operations to lead our enterprise software solutions team. As a key member of our leadership team, you will be responsible for the successful deployment, support, and maintenance of our software solutions.

Key Responsibilities:
  • Provide exceptional support to customers, building long-term relationships and ensuring their needs are met.
  • Manage our SaaS offering across cloud service providers globally, ensuring timely and effective implementation and integration of our solutions.
  • Grow our customer support business, meeting maintenance revenue and other KPI targets.
  • Develop the skills, capabilities, and effectiveness of our customer support and technical services organizations.
  • Ensure our operations are aligned with best practices, structure, and metrics, fostering a culture of proactive excellence.
  • Help customers leverage our products and services, driving increased revenues and customer satisfaction.
  • Continuously seek new support offerings to provide increased value to our clients.
  • Ensure our projects are delivered to customer satisfaction, with a focus on time, cost, and quality.
  • Build, train, manage, and motivate a top-rated lean global services organization.
  • Refine project management practices to reduce implementation times and enhance customer satisfaction.
  • Refine methods and criteria to report on effective P&L for all services.
  • Ensure customer support objectives align with those of the services organization.
  • Provide a positive environment for team members to exceed customer expectations.
  • Work cooperatively with colleagues to ensure professional services is an enabler to organizational success.
  • Oversight of all contract renewal initiatives, minimizing churn rates.
  • Establish scalable processes, policies, and procedures to build future capacity.
  • Act as the principle senior liaison with customers, building strong relationships throughout the client organization.
  • Identify, promote, and secure enhancements to existing client programs and new programs.
  • Work closely with the sales organization to assist in winning new business.
  • Develop, monitor, and act upon customer satisfaction metrics.
  • Work closely with sales and engineering to provide feedback on product issues impacting the services group.
  • Ensure services are well-defined and articulated technically and commercially.
  • Implement and provide feedback and developmental support to team members through proactive performance management practices.
  • Prioritize and make decisions for the execution of all projects, providing the team with the tools and methodology to effectively deliver those projects.
Competency Profile:

The following competencies define the role of Vice President of Operations:

  • Planning & Objective Setting
  • Problem Solving
  • Results Orientation
  • Customer/Client Orientation
  • Role Expertise
  • People Management

The ideal candidate will have executive-level product deployment, maintenance, and support management experience in the software industry, with a proven track-record of leading organizations through transitions from on-prem to cloud-based SaaS models. They will have a passion for customer service, building processes, and developing an organization that exceeds customer expectations.