Head of Professional Services

The Head of Professional Services at Celigo is responsible for leading a high-performing team that delivers customer implementation and advisory services. Key responsibilities include driving operational efficiency, managing the P&L, optimizing pricing strategy, and collaborating with sales and product teams to enhance service offerings. Ultimately, this role aims to accelerate product adoption and improve customer retention.

Candidates for the Head of Professional Services position at Celigo should ideally possess over 10 years of experience in professional services, SaaS implementations, or consulting, with at least 5 years in a leadership role. Proven expertise in P&L management, utilization, pricing strategies, and customer retention is essential. Strong leadership, strategic thinking, and exceptional communication skills are also highly valued.

The Head of Professional Services directly impacts Celigo's financial performance by owning the P&L, targeting specific margin goals, and ensuring efficient resource allocation. By optimizing pricing structures and aligning service offerings with business objectives, this role not only drives profitability but also enhances customer experience, ultimately leading to increased revenue growth.

At Celigo, candidates can expect a collaborative and inclusive team culture centered around accountability and continuous learning. The company values the input and development of each team member and emphasizes creating a supportive environment that fosters innovation. As the Head of Professional Services, you'll be instrumental in nurturing this culture and expanding your team's capabilities.

While not a strict requirement, having a deep understanding of integration platforms as a service (iPaaS) and experience with API integrations, middleware, and enterprise system connectivity can significantly enhance your effectiveness as the Head of Professional Services at Celigo. Additionally, familiarity with the challenges faced by clients during digital transformations would be advantageous.

A structured approach is essential when prioritizing tasks in a professional services environment. I focus on aligning priorities with customer value, strategic business objectives, and available resources. Regular collaboration with cross-functional teams helps in identifying urgent tasks, ultimately guiding my decisions to maximize impact.

Certainly! I'll describe a project where I led a team to implement a SaaS solution for a large enterprise client. We started by gathering comprehensive requirements, ensuring all stakeholders were aligned, and set clear success metrics. Through diligent project management and continuous client communication, we achieved a seamless implementation, resulting in enhanced efficiency and customer satisfaction.

Addressing underperformance requires a balance of empathy and a solution-oriented mindset. I begin by seeking to understand any challenges the team member is facing. Collaboratively, we establish clear performance improvement goals and provide necessary resources or support to get them back on track, fostering an environment of growth and accountability.

I employ a proactive approach focused on thorough onboarding and adoption strategies. Regular check-ins during and after the implementation phase allow us to gauge progress and improve customer experience. By leveraging customer feedback and analytics, we can continually refine our strategy to enhance engagement and drive satisfaction.

I regularly engage with industry publications, attend webinars, and participate in professional networks to stay informed about ongoing developments in SaaS and iPaaS. I also encourage team members to share insights, fostering a culture of continuous learning. This collective knowledge helps us innovate and adapt our services effectively.

My experience with P&L management includes overseeing revenue streams, managing costs, and ensuring profitability across service lines. I've successfully implemented metrics to track financial performance, adjust pricing strategies, and optimize resource allocation, leading to improved margins and investment opportunities for growth.

Effective collaboration begins with establishing shared goals and open communication channels between teams. I advocate for regular joint meetings to discuss pipeline opportunities, customer feedback, and product enhancements that could streamline our offerings and elevate client outcomes.

I consider my leadership style to be inclusive and supportive, emphasizing empowerment and accountability. By fostering a collaborative environment and encouraging team input, I motivate my team to take ownership of their roles and drive results effectively, ultimately enhancing team morale and performance.

Success is measured through a combination of key performance indicators such as customer satisfaction scores, P&L performance, project delivery timelines, and employee engagement. These metrics provide a holistic view of our department's effectiveness and inform strategic decisions moving forward.

Data plays a critical role in my decision-making process. By leveraging analytics to evaluate customer feedback, service utilization, and financial metrics, I can make informed adjustments to our service offerings, client engagements, and operational strategies, ensuring we remain agile and customer-centric.