With unmatched technology and category-defining innovation, Icertis pushes the boundaries of what’s possible with contract lifecycle management (CLM). The AI-powered, analyst-validated Icertis Contract Intelligence (ICI) platform turns contracts from static documents into strategic advantage by structuring and connecting the critical contract information that defines how an organization runs. Today, the world’s most iconic brands and disruptive innovators trust Icertis to fully realize the intent of their combined 7.5 million+ contracts worth more than $1 trillion, in 40+ languages and 90+ countries.

Who we are: Icertis is the only contract intelligence platform companies trust to keep them out in front, now and in the future. Our unwavering commitment to contract intelligence is grounded in our FORTE values—Fairness, Openness, Respect, Teamwork and Execution—which guide all our interactions with employees, customers, partners and stakeholders. Because in our mission to be the contract intelligence platform of the world, we believe how we get there is as important as the destination

The Senior Vice President (SVP), Professional Services – North America will lead and manage deliveries for all Strategic accounts based in North America and will manage deliveries for all Federal customers. The SVP, Professional Services will lead, implement, oversee and execute process in the development of people, policies, procedures, methods, and tools in support of delivery to ensure high levels of customer satisfaction.

The SVP, Professional Services will report directly to Executive Vice President, Professional Services and they will work together proactively to develop, refine and update the Professional Services policies and procedures to support growth and establish a communication cadence with cross-functional organizational teams. This position will be remote. We offer fully remote options within the US. #LI Remote.

What you will do:

• Manage deliveries for all US based Strategic accounts. Average is around 8-10 accounts at any time. Standard profile of these customers are Fortune 200 US corporations and standard duration of a project is 12 months.
• Manage all Federal deliveries in the US.
• Oversee client implementation service delivery providing management and oversight of implementation projects and staffing including project assignments, capacity planning and customer satisfaction.
• Actively participate in Project Governance Meetings with customers. Responsible for serving as the primary customer escalation point for customer changes and/or issues during the implementation process.
• Establish control on project schedules, budget and risk issues; facilitates timely decisions to maintain project schedule and budget; identifies project risks early and assist by providing prudent and timely recommendations for risk avoidance; sets and manages client expectations; creates and executes project work plans and revises as appropriate to meet changing needs and requirements.
• Manage a global team and build relationships with key internal stakeholders.
• Drive the team to deliver “Value” to the customer to ensure the customer not only derives efficiencies from their CLM deployment but also experiences the positive impact in how our products and solutions fundamentally transform their businesses.
• Deliver on all the business metrics for the Professional Services – North America portfolio including but not limited to Revenue, P&L, Customer Satisfaction, NPS, Employee Satisfaction and Quality related metrics.
• Work with Product Management, Engineering, Core, QA and cross functional teams to improve customer experience.
• Train and mentor Professional Services Directors and their reports to communicate with clients to identify needs and evaluate alternative business solutions; continually seeks opportunities to increase customer satisfaction and deepen client relationships.
• Communicate across the organization to ensure knowledge of customer implementations and status updates. Provides management with regular project updates; serves as a critical advisor to the team as an implementation leader and drives the direction for the Professional Services Team.
• Maintain reporting on capacity, amount of implementation work, and provide advanced visibility to resource constraints.
• Oversee and execute process improvements and the development of policies, procedures, methods and tools in support of delivery and to streamline work to provide a higher value to our customers.

What you will bring:

• Experienced leader who generates trust with internal stakeholders as well as Customer C Suite. Experience in CLM is preferred.
• Minimum of 15 years of experience managing a high performing Professional Services team in a product or services company with services delivery as primary focus. Track record of successful solution delivery with demonstrated success managing multiple complex projects, juggling competing priorities and meeting exacting deadlines.
• Deep understanding of implementation methodologies; Waterfall, Agile, Hybrid.
• Strong interpersonal skills with the proven ability to effectively engage and influence internally at all levels.
• Manage confidentiality without exception.
• Excellent presentation and communications skills, both written and verbal.
• Excellent customer interaction, presentation, written and oral communication skills, with the ability to present to different audiences and bring the message across in a concise, professional manner.
• Must be able to work in a fast paced and passionate environment.
• Ability to be creative and innovative when ad-hoc solutions are needed.
• Has a strong review and governance focus to detect early warnings and should have some experience in developing Early Warning systems especially in the Professional Services space.

Icertis, Inc. provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Icertis, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. 

Icertis is not open to third party solicitation or resumes for our posted FTE positions. Resumes received from third party agencies that are unsolicited will be considered complimentary. 

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