Vice President, Global Business Operations & Customer Success, TeamMate

Wolters Kluwer; City Of London; On-site; GBP 80,000 - 120,000; Full time

Job summary

A leading global technology company in London is seeking a senior leader to manage the TeamMate Customer Lifecycle, maximizing customer engagement and improving retention rates. You will oversee approximately 90 global professionals and support several strategic initiatives across the organization. The ideal candidate has proven experience in leading large professional services teams in an enterprise software environment and demonstrates strong people management and collaboration skills.

Qualifications

• Proven experience leading large, international post-sales or professional services teams.
• Strong people management skills with a collaborative process-oriented style.
• Exposure to automation and AI in customer-facing functions is desirable.

Responsibilities

• Manage the global TeamMate Customer Lifecycle from implementation to renewal.
• Design and execute omnichannel customer support.
• Support strategic initiatives across the organization.

Skills

Operational judgment

Collaboration skills

People management

Leadership

Process-oriented style

Job description

Overview

The main responsibility of the job is to manage the global TeamMate Customer Lifecycle from implementation to renewal, with the goal of maximizing engagement of our 3,000 customers and improving retention rates on the $100M ARR managed. This role supports strategic initiatives across the organization and owns the Business Intelligence function that provides support for Sales, Marketing, Product, and post-sales. The position directly manages approximately 90 global professionals and multiple external implementation and support partners to extend capacity for Professional Services and Customer Support.

Responsibilities

Professional Services

• Design and execution of the implementation and training of TeamMate products.
• Manage partners that extend capacity for implementation, including the enabling and certification program.
• Direct responsibility for 40+ global professionals across Amers, EMEA and APAC, and approximately $16M of revenue per year.
• Drive utilization, capacity planning, and financial forecasting as key priorities.

Retention

• Renewal of all TeamMate customers, with definition of processes and execution of customer interactions.
• Collaborate with GSO teams to automate processes, and with Finance/order management teams for invoicing.
• Identify upsell opportunities that the Sales teams will execute (total upsell over $10M a year, only partially driven by retention teams).
• Direct responsibility for 6 professionals in EMEA, Americas and APAC, renewing $100M across 3,000 customers (and growing).

Customer Service

• Design and execution of omnichannel customer support (phone, e-mail, self-service portal).
• Manage partners that extend capacity for customer support (2 partners, 5 FTEs).
• Tight collaboration with development teams to identify improvement areas.
• Direct responsibility for 30+ global professionals delivering support for 3,000 customers.
• Expand use of automation and AI to drive efficiency and improve resolution times.

Customer Success

• Scale and mature the Customer Success function (established 18 months ago, 3 global roles) to deliver measurable improvements in NPS and retention.
• Coordinate with retention teams and provide backup when coverage is needed.
• Proactively engage customers off the renewal cycle to understand status and help solve challenges, directly or via Support & PS.

Business Intelligence, Product Operations, Sales Support

• Management of an Associate Director with a team of 4.
• Develop packaging and pricing proposals in collaboration with GM, Finance, and Sales.
• Coordinate materials creation in ERP and CRM systems and keep them updated and aligned.
• Lead collaboration with GSO and GBS teams to increase efficiency by automating and enhancing end-to-end processes.
• Support Finance by facilitating revenue recognition for professional services activities and collaborating with the collections team.
• The Sales Support function also rolls up to the Associate Director, BI & Operations, with 2 direct reports.
• Transactional data analysis and reporting with multiple outcomes (pipeline and sales analysis, customer support KPIs, Professional Services KPIs, etc.).
• Develop business cases for investment decisions (product development, hosting alternatives).
• Conduct market sizing.

Strategy

• Support VSP and budget preparation and contribute to selected strategic projects (e.g., product migration, new product packaging, AI expansion).
• Expected share of time: ~10-15%.

Business Scope

• Responsible for scoping and delivery of professional services of $16M per year.
• Responsible for renewals of $100M ARR annually through Retention and Customer Success teams.
• Aim to increase prices on current customers by 7%–9% each year in collaboration with GM, Finance, and Sales (approximately $3.5M–$5M).
• Participation in upsell activities, identifying opportunities and sharing with Sales teams.
• Customer Support for 3,000 customers across various industries, in 200 countries.

Organizational Breadth

• Direct span of ~90 global WK FTEs organized in 6 teams.
• Direct span of 4 partners extending capacity with more than 14 dedicated professionals.
• Indirect span with multiple partners extending professional services capabilities managed in conjunction with Sales and Partnerships teams.
• Focus on optimizing and scaling these established teams.

Strategic Execution

• The role includes the opportunity to support strategy execution for TeamMate.
• Active participation in VSP and budget preparation.
• Contributing to and occasionally co-leading strategic projects such as product migration or new product packaging.

Qualifications and Experience

• The role requires sound operational judgment and collaboration with GM, CFO, Sales, and Finance for major decisions. This is a senior leadership role with direct visibility to the General Manager and CFO, responsible for a large global organization and approximately $100M ARR. The role offers the opportunity to shape the future of TeamMate's customer lifecycle, build on strong foundations, and drive operational excellence, innovation, and customer success at scale.
• Proven experience leading large, international post-sales or professional services teams in enterprise software (SaaS or complex on-prem implementations).
• Exposure to automation and AI in customer-facing functions is desirable.
• Cross-country leadership experience is required; global experience is an advantage.
• Track record of scaling teams, improving utilization and efficiency, and driving measurable retention improvements.
• Strong people management skills with a collaborative, process-oriented style and the ability to lead through influence across cultures.
• Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.