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Senior Vice President, Professional Services

Mark43

Mark43

Sales & Business Development
Remote
Posted on Tuesday, July 2, 2024

Mark43 is approved to hire in Canada, the UK, and 40 U.S states, including AL, AZ, CA-excluding San Francisco, CO, CT, DC, DE, FL, GA, IA, ID, IL, IN, KS, LA, MA, MD, ME, MI, MN, MO, NE, NV, NH, NJ, NM, NY, NC, OH, OR, PA, SC, SD, TN, TX, UT, VA, VT, WA, and WI. Before applying to a remote role, please ensure that you are able to perform the position in one of the states listed above. State locations and specifics are subject to change as our hiring requirements shift.

Applicants must be authorized to work for any employer in the country in which the role is being hired. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Mark43’s mission is to empower communities and their governments with new technologies that improve the safety and quality of life for all. We build powerful, scalable, and elegant software that sets a new standard for the tools upon which our first responders rely. Our users are diverse, and we are therefore committed to embracing diversity of thought and experience within our team.

We are looking for a strategic and results-driven SVP of Professional Services to oversee and elevate our customer-facing functions. Reporting to the Chief Customer Officer, this role will ensure that our customers receive unparalleled service, guiding them from scoping to implementation to ongoing support. You will own the Net Promoter Score (NPS) metric, ensuring that our customers are not only satisfied but also enthusiastic advocates of Mark43. Additionally, you will drive initiatives to launch our customers swiftly and efficiently, with a sharp focus on profitability and operational excellence. A key aspect of this role is the commitment to showing up for our customers and visiting them onsite at their locations. At Mark43 our customer-facing teams show up, and it starts at the top with our leaders.

What you’ll do:

  • Lead and manage the Customer Experience, Professional Services, and Customer Support teams, including PMO, Sales Engineers and TAMs.
  • Develop and execute strategies to deliver best-in-class service to our customers.
  • Own and drive improvements in NPS, ensuring high levels of customer satisfaction and loyalty.
  • Oversee the full-cycle customer onboarding process, ensuring timely and successful implementations.
  • Develop and build Mark43’s services partner strategy and ecosystem including identification, on-boarding, certification, and measurement of partners.
  • Optimize processes to enhance profitability while maintaining exceptional service quality.
  • Foster a customer-centric culture within the organization, promoting continuous improvement and innovation.
  • Collaborate with cross-functional teams to ensure seamless service delivery and customer success.
  • Show up for our customers by visiting them onsite at their locations, setting an example for the entire customer-facing team.

What you’ll need:

  • At least 10 years of senior level experience managing customer-facing teams, with a strong track record of success in leading Customer Experience, Professional Services, and Customer Support functions.
  • Willingness and ability to travel to customer locations, potentially up to 25% of the time.
  • Proven experience in launching complex software products to enterprise-level customers, ensuring seamless implementation and high customer satisfaction.
  • Extensive experience in a B2B or B2G environment, demonstrating the ability to build and maintain strong relationships with enterprise customers.
  • A deep understanding of customer needs and the ability to develop strategies that enhance the overall customer experience.
  • Exceptional leadership and team management skills, with the ability to inspire and motivate cross-functional teams to achieve excellence.
  • Experience owning and driving improvements in Net Promoter Score (NPS) or similar customer satisfaction
  • Experience working with government customers is a significant plus, providing insight into the unique challenges and requirements of this sector. metrics.
  • Excellent communication and interpersonal skills, with the ability to effectively interact with customers, team members, and stakeholders at all levels.
  • Passion for disruptive technology that supports law enforcement, first responders, and other government agencies.

If you are a visionary leader with a passion for customer service excellence and a proven track record of driving customer satisfaction and operational efficiency, we invite you to join our team and make a meaningful impact at Mark43.

Our Privacy Notice describes how Mark43 uses and protects the personal information of prospective employees during the recruitment process. It informs you about our handling of the personal information you provide to us when you apply for a position in our organization and in general when you express your interest in joining our team.

As a part of Mark43's security measures all employees must: Engage in appropriate use of the company's electronic information resources; Become knowledgeable about and follow relevant security policies and guidelines; Protect the resources under their control, such as passwords, computers, and data that they create, receive, or download; and Promptly report security-related incidents and violations, and responding to official reports of security incidents involving their systems or accounts.

Mark43 is committed to the full inclusion of all qualified individuals. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed, please email recruiting@Mark43.com requesting the accommodation.