Vice President of Professional Services

About Our Client

Our client is an industry-leading specialized AI provider for banks and credit unions, serving over 100 financial institutions. The company's integrated AI platform offers a unified banking experience through voice, chat, and employee-assisting solutions, enhanced by cutting-edge proprietary Generative AI.

The mission is clear: to transform the banking experience so every consumer enjoys hyper-personalized, secure, and seamless interactions, while improving operational efficiencies and driving revenue growth.

The company offers pre-trained, domain-specific AI solutions that are easy to integrate, scale, and manage, both in-branch and online. Combining this with deep industry expertise, the hiring company is the AI solution for banks and credit unions that want to deliver exceptional experiences and stay at the forefront of AI innovation.

About The Role

The Vice President of Professional Services will lead the implementation, onboarding, and customer value realization engine. You will own the end-to-end delivery of the AI-powered platform to customers, ensuring best-in-class onboarding, high-quality deployments, and consistent execution across programs. As a key member of the leadership team, you’ll be responsible for building a world-class professional services organization that balances quality, speed, and customer impact.

What You Will Do:

Customer Onboarding & Value Delivery

• Own the customer journey post-sale: onboarding, implementation, UAT, and go-live.
• Drive successful deployments across diverse financial institutions by building robust, repeatable implementation frameworks.
• Reduce time-to-value by implementing structured launch plans, milestone tracking, and escalation frameworks.
• Champion “implementation as a differentiator,” ensuring seamless integrations and frictionless adoption.

Strategic & Operational Leadership

• Build and lead a high-performing global professional services team, including TCSMs, project managers, and solution architects.
• Define and scale standardized delivery methodologies, templates, and tools across all implementations.
• Track and improve key service delivery metrics — time-to-launch, implementation satisfaction (CSAT), SLA adherence, and revenue realization.
• Establish strong governance, documentation, and QA processes to ensure delivery consistency and quality across customers.

Cross-Functional Collaboration

• Partner with Sales to scope implementation efforts and define SOWs for new customers.
• Work closely with Product and Engineering to align roadmaps, influence priorities, and escalate key deployment challenges.
• Coordinate with Customer Success and Support to ensure seamless hand-offs and aligned post-launch support strategies.
• Collaborate with Revenue Operations and Finance to optimize resource planning, margins, and forecasting.

Customer & Stakeholder Management

• Serve as an executive sponsor during high-priority implementations and escalations.
• Build credibility with key customer stakeholders by ensuring transparency, ownership, and accountability throughout delivery.
• Own communication with C-level executives to manage expectations, report progress, and unlock key decision points.

What You Bring

• 10+ years of experience in professional services, delivery, or customer implementation roles, with 5+ years in a senior leadership capacity.
• Experience working with AI-powered technologies or customer experience platforms is a plus.
• Proven track record of managing and scaling delivery teams in a SaaS company, preferably in FinTech.
• Deep understanding of SaaS delivery models and key service metrics, including time-to-value, implementation velocity, deployment CSAT, SLA adherence, and revenue realization.
• Exceptional leadership and people management skills, with experience leading global teams.
• Ability to navigate complex, enterprise-level customer relationships and drive executive engagement.
• Strong analytical and problem-solving skills; ability to leverage data to inform strategy and drive decisions.
• Excellent communication and presentation skills, with the ability to engage and influence senior stakeholders.

Compensation

Base compensation is expected to be between $210,000- $260,000. Exact compensation may vary based on skills and location.

What They Offer

Remote-First Policy

Medical/Dental/Vision Insurance

PTO & Holidays

Life Insurance

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”

About Our Client

Our client is an industry-leading specialized AI provider for banks and credit unions, serving over 100 financial institutions. The company's integrated AI platform offers a unified banking experience through voice, chat, and employee-assisting solutions, enhanced by cutting-edge proprietary Generative AI.

The mission is clear: to transform the banking experience so every consumer enjoys hyper-personalized, secure, and seamless interactions, while improving operational efficiencies and driving revenue growth.

The company offers pre-trained, domain-specific AI solutions that are easy to integrate, scale, and manage, both in-branch and online. Combining this with deep industry expertise, the hiring company is the AI solution for banks and credit unions that want to deliver exceptional experiences and stay at the forefront of AI innovation.

About The Role

The Vice President of Professional Services will lead the implementation, onboarding, and customer value realization engine. You will own the end-to-end delivery of the AI-powered platform to customers, ensuring best-in-class onboarding, high-quality deployments, and consistent execution across programs. As a key member of the leadership team, you’ll be responsible for building a world-class professional services organization that balances quality, speed, and customer impact.

What You Will Do:

Customer Onboarding & Value Delivery

• Own the customer journey post-sale: onboarding, implementation, UAT, and go-live.
• Drive successful deployments across diverse financial institutions by building robust, repeatable implementation frameworks.
• Reduce time-to-value by implementing structured launch plans, milestone tracking, and escalation frameworks.
• Champion “implementation as a differentiator,” ensuring seamless integrations and frictionless adoption.

Strategic & Operational Leadership

• Build and lead a high-performing global professional services team, including TCSMs, project managers, and solution architects.
• Define and scale standardized delivery methodologies, templates, and tools across all implementations.
• Track and improve key service delivery metrics — time-to-launch, implementation satisfaction (CSAT), SLA adherence, and revenue realization.
• Establish strong governance, documentation, and QA processes to ensure delivery consistency and quality across customers.

Cross-Functional Collaboration

• Partner with Sales to scope implementation efforts and define SOWs for new customers.
• Work closely with Product and Engineering to align roadmaps, influence priorities, and escalate key deployment challenges.
• Coordinate with Customer Success and Support to ensure seamless hand-offs and aligned post-launch support strategies.
• Collaborate with Revenue Operations and Finance to optimize resource planning, margins, and forecasting.

Customer & Stakeholder Management

• Serve as an executive sponsor during high-priority implementations and escalations.
• Build credibility with key customer stakeholders by ensuring transparency, ownership, and accountability throughout delivery.
• Own communication with C-level executives to manage expectations, report progress, and unlock key decision points.

What You Bring

• 10+ years of experience in professional services, delivery, or customer implementation roles, with 5+ years in a senior leadership capacity.
• Experience working with AI-powered technologies or customer experience platforms is a plus.
• Proven track record of managing and scaling delivery teams in a SaaS company, preferably in FinTech.
• Deep understanding of SaaS delivery models and key service metrics, including time-to-value, implementation velocity, deployment CSAT, SLA adherence, and revenue realization.
• Exceptional leadership and people management skills, with experience leading global teams.
• Ability to navigate complex, enterprise-level customer relationships and drive executive engagement.
• Strong analytical and problem-solving skills; ability to leverage data to inform strategy and drive decisions.
• Excellent communication and presentation skills, with the ability to engage and influence senior stakeholders.

Compensation

Base compensation is expected to be between $210,000- $260,000. Exact compensation may vary based on skills and location.

What They Offer

✨ Remote-First Policy

✨Medical/Dental/Vision Insurance

✨ PTO & Holidays

✨ Life Insurance

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”