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Florence Healthcare is a SaaS platform that accelerates clinical research by providing workflow solutions to research sites globally. The company serves over 65,000 research teams across 90 countries and is the most widely deployed site workflow tool in the industry. Florence has been recognized as a Deloitte Fast 50 business, G2 Category Leader, and Inc. 5000 company.
As VP of Professional Services, you will lead the Implementations and Strategic Accounts teams, overseeing the successful delivery and integration of Florence's SaaS solutions across diverse client environments. This is a high-impact leadership role with P&L ownership and responsibility for driving customer success and business growth.
Key responsibilities include:
**Leadership & Team Management:** Lead, mentor, and develop the Strategic Accounts and Implementations teams through organizational scaling. Establish clear team goals and KPIs aligned with company objectives. Foster a collaborative culture that drives retention and performance.
**Client Engagement:** Oversee successful implementation and integration of SaaS products across diverse client landscapes. Manage key strategic account relationships from initial rollout through the full account lifecycle, including monthly business reviews, expansion opportunities, and escalation management. For co-development programs, manage requirements inflow to Product teams. Ensure high customer satisfaction and partner with Sales and Customer Success leadership on key relationships.
**Strategic Planning & Execution:** Develop and execute a comprehensive professional services strategy. Align services with customer needs and product roadmap. Collaborate with product management to enhance customer experience and product adoption. Lead solution integration post-M&A as needed.
**Operational Excellence:** Optimize processes, costs, and talent resourcing. Establish discipline around team operations and instill confidence in service delivery. Plan and manage a comprehensive P&L, monitoring monthly spend and revenue generation while driving cost efficiencies. Implement best practices for project management and service delivery, including emerging technologies like AI and automation.
**Innovation & Thought Leadership:** Reimagine the implementation and adoption journey through professional services. Stay current with industry trends in SaaS and professional services. Represent the company at industry conferences and events. Contribute to overall company growth strategy.
**Requirements:**
- 12+ years of relevant professional services experience
- 10+ years leading professional services at scale in a SaaS environment, preferably in life sciences
- Demonstrated track record of building high-performance teams that achieve ambitious goals in high-velocity environments
- Strong commercial and financial judgment with P&L ownership experience
- Proven ability to establish cost-effective and resource-efficient capacity management
- Track record of building collaboration and consensus across disparate groups
- Strong understanding of software implementation and integration processes
- Prior experience managing key global accounts with high personal touch
- Excellent communication, negotiation, and client management skills
- Extreme ownership mentality; takes ownership of problems and solutions in your domain
- Driven personality with critical thinking and desire for continuous improvement
- Cultural steward focused on honesty, engagement, clear communication, and personnel development
- Familiarity with Florence's product portfolio preferred
- MBA or equivalent preferred
