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PrismHR is the leading payroll, benefits, and HR software platform for Human Resource Outsourcing (HRO) organizations, including Professional Employer Organizations (PEOs) and Administrative Service Organizations (ASOs). The company powers 80,000+ companies, 2.5 million worksite employees, and processes $85 billion in payroll annually.
The Regional Vice President (RVP), HCM Services is a VP-level role responsible for leading strategy, performance, and customer experience for PrismHR's HCM service provider customer segment. This leader owns the post-sale service model across implementation, support, training, professional services, and customer success, ensuring customers achieve measurable value from the platform.
Key responsibilities include:
**Customer Experience & Service Delivery:** Define and lead end-to-end customer experience from onboarding through ongoing support. Build and scale onshore/offshore support models to improve response quality, resolution speed, and cost efficiency. Oversee implementation, professional services, and training programs that accelerate adoption and value realization. Establish clear service expectations and escalation practices.
**Operational Performance & Scalability:** Establish KPIs and service standards for customer experience, support quality, implementation effectiveness, and team productivity. Continuously evaluate performance and identify improvement opportunities. Create operating cadence for visibility into performance, customer trends, risks, and capacity. Use data to prioritize process improvements and resource planning.
**Customer Success & Growth:** Build and oversee a customer success model driving adoption, retention, expansion, and measurable business outcomes. Partner cross-functionally to support HCM growth and net revenue retention. Identify customer health trends and expansion opportunities.
**Product, Marketplace & Integrations:** Serve as voice of customer for Product organization, shaping roadmap priorities. Translate customer insights into recommendations for product improvements. Collaborate with Marketplace team on partner identification and integration strengthening.
**Go-to-Market & Sales Partnership:** Serve as key stakeholder in go-to-market strategy including pricing, packaging, and sales enablement. Collaborate on platform messaging and competitive positioning. Partner with Sales to support prospect conversations and validate service expectations.
**People Leadership:** Lead, coach, and develop high-performing teams across support, implementation, training, professional services, and customer success. Build leadership capacity and scalable team structures. Drive accountability through performance management and talent development. Foster customer-first, collaborative culture across distributed teams.
Regular on-site attendance is essential due to need for secure system access, collaboration on sensitive technical matters, and participation in operational meetings. Some domestic travel required for team onsite meetings and industry conferences.
**Requirements:**
- 10+ years of experience in service leadership, customer success, support, implementation, training, professional services, sales engineering, or related customer-facing leadership roles
- Significant experience in HR service provider, HCM, payroll, benefits, HRIS, or adjacent technology ecosystem
- Demonstrated ability to lead and scale multi-function teams in complex, fast-paced environment
- Strong operational discipline including experience establishing KPIs, managing performance, and driving measurable business outcomes
- Executive-level communication skills with ability to engage customers, prospects, internal stakeholders, and senior leadership
- College degree or equivalent combination of experience and skills
**Preferred Qualifications:**
- Direct experience with HCM service providers, staffing organizations, or payroll service providers
- Experience building or incubating new teams, service models, or customer success functions
- Familiarity with partner ecosystems, marketplace strategy, integrations, and add-on product adoption
- Commercial experience supporting sales, expansion, pricing, packaging, or go-to-market strategy
- Experience with Microsoft Office software and HRIS/CRM systems
