Elite service leaders don&apost scale with headcountthey scale with systems. While 60% of professional services organizations watch their margins erode under complexity, you&aposve been building the playbook for what comes next: AI-native delivery that runs with the precision of product, not the bloat of billable hours.At IgniteTech, we&aposre not interested in the traditional professional services model that traps Engineering in customer-specific work while delivery teams drown in firefighting. We&aposre building a fundamentally different approachlean, standardized, and technology-drivenwhere implementation success is measured in adoption velocity, not bodies deployed.As our VP of Client Services, you&aposll architect and operate a delivery engine that unlocks Engineering to build core product while your team owns enterprise adoption end-to-end. You&aposll create AI-first playbooks that transform implementation from a consulting exercise into a product-like experience with predictable outcomes. This isn&apost about managing a services P&L through brute forceit&aposs about building durable systems that scale exponentially as we grow.
What You Will Be Doing
- Customer Implementation Mastery Own the full customer journey from scope to adoption, deploying standardized, AI-powered onboarding processes that deliver measurable time-to-value outcomes.
- Delivery System Architecture Design, implement and continuously refine AI-native playbooks that transform implementation from an art to a science, with reusable modules and systematic execution.
- High-Performance Team Leadership Build and develop a team of A-players through rigorous performance management, targeted coaching, and metrics-driven accountability frameworks.
- Strategic Escalation Management Lead structured recovery workflows that not only resolve immediate customer issues but strengthen the underlying delivery system to prevent recurrence.
What You Wont Be Doing
- Managing Custom Development Projects You won&apost be leading a team that builds one-off solutions or customer-specific features that derail Engineering from core product roadmaps.
- Traditional "Body Shop" Services You won&apost be scaling delivery by simply adding headcount or billing more hoursyour success metrics revolve around efficiency and leverage, not utilization rates.
- Reactive Account Management You won&apost spend your days putting out fires or managing tactical customer relationships without addressing root causes and systemic improvements.
- Manual Process Execution You won&apost be bogged down in implementation tasks that could be automated, standardized, or enhanced through AI-powered workflows.
VP Of Client Services Key Responsibilities
Build and lead an AI-powered professional services organization that delivers consistent, scalable implementations while maintaining engineering focus on core product development.
Basic Requirements
- Proven track record leading professional services teams at B2B software companies, with demonstrable success in standardizing implementation methodologies
- Direct experience managing high-stakes customer escalations with a systematic approach to resolution and prevention
- Advanced proficiency with generative AI technologies and demonstrated success integrating LLMs and AI tools into service delivery workflows
About IgniteTech
World-class talent. 100% global remote.Ready to be a part of the top talent that IgniteTech has curated from thousands of applicants throughout the world Come join us.Through our portfolio of leading enterprise software solutions, we ignite business performance for thousands of customers globally. Were big believers in the remote-work-from-anywhere lifestyle, which creates freedom for our team members and enables us to hire the best and brightest from around the world. A career with IgniteTech is challenging and fast-paced and were always looking for energetic and enthusiastic team members.Were an Affirmative Action and Equal Opportunity employer and we value the strength that diversity brings to our workplace.?There is so much to cover for this exciting role, and space here is limited. Hit the Apply button if you found this interesting and want to learn more. We look forward to meeting you!
Working with us
This is a full-time (40 hours per week), long-term position. The position is immediately available and requires entering into an independent contractor agreement with Crossover as a Contractor of Record. The compensation level for this role is $100 USD/hour, which equates to $200,000 USD/year assuming 40 hours per week and 50 weeks per year. The payment period is weekly. Consult www.crossover.com/help-and-faqs for more details on this topic.Crossover Job Code: LJ-5652-IN-COUNTRY-VPofClientServ
