Vice President of Professional Services

Swooped; United States; On-site; USD 210,000 - 260,000; Full time

Job summary

Join a forward-thinking company as the Vice President of Professional Services, where you'll lead the implementation of cutting-edge AI solutions for the banking sector. This role emphasizes customer onboarding, strategic leadership, and operational excellence, ensuring a seamless experience for financial institutions. You'll build a world-class professional services organization, driving quality and impact while collaborating with cross-functional teams. If you're passionate about transforming customer experiences and have a proven track record in SaaS delivery, this opportunity is perfect for you.

Qualifications

• 10+ years in professional services with 5+ years in leadership roles.
• Experience with AI technologies and customer experience platforms.

Responsibilities

• Lead customer onboarding and implementation for AI solutions.
• Build and manage a high-performing global professional services team.

Skills

Leadership

Customer Implementation

SaaS Delivery Models

Analytical Skills

Problem-Solving

Communication Skills

Education

Bachelor's Degree

Master's Degree

Job description

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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.
• 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

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.”

Seniority level

• Seniority level

  Executive

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management, Business Development, and General Business

• Industries

  Computer and Network Security and Technology, Information and Media

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