RVP Services Mid Market - North America

The Regional Vice President of Services in North America is an experienced Services and Professional Services leader. Together with your team you are responsible for scaling our Region. Expansion within our existing customer base, onboarding new customers and building a stellar team for long term success. The success leans also on our partner network, we expect you to build and maintain these relationships for the benefit of our customers.

Reporting into the SVP Services

• Lead and scale the Services organization in the North American region, attracting, developing and retaining experienced leaders and high potential employees;
• Develop effective ROI-focused Services programs to ensure successful on-boarding, adoption, retention, renewal and expansion for our customers base;
• Increase overall customer lifetime value through higher product adoption, usage, customer satisfaction and overall health scores;
• Define and drive the ideal customer experience in close partnership with senior leadership of the banks and Credit Unions in your portfolio;
• Partner with Product on aiding the development and growth of existing and new products for our customers;
• Drive predictable revenue growth across the install base, being responsible for Account Planning, Pipeline Management and Forecasting activities across the region. Close collaboration with our New Business Sales Teams;
• Support certified 3rd party implementation partners to successfully implement the backbase software. Develop joint account plans and control the execution outcome. Deploy partners -based on their core strengths (segments)- in various phases and customers. Make productive matches, focussed on growth;
• Act as the senior exec in escalations, customer engagements and exec committees. Secure a solid feedback cycle to product development for future improvement;
• Negotiations: Act as a solid business partner for the banks and secure fair deals for both the customer as well as backbase;
• Delivery - Successfully implement a portfolio of customer projects. Being accountable towards the c-level of your customer base. Act as the expert on digital banking projects and be able to with authority on all aspects of the delivery of these projects.

• Strong experience working with community banks and credit unions (assets under management of less than 30 Billion USD)
• Leadership experience in software implementations and in post go live support of clients in production
• Strong business track record in customer handling and growth in a SaaS / SI environment. Solid stints in previous jobs;
• Solid experience in dealing hands on with a digital project portfolio and being able to switch quickly in context;
• You have an action oriented mindset, you are excited by the idea of quickly scaling;
• You have strong consulting skills and know what it takes to lead a team;
• Thorough understanding of the banking industry, experience in engaging C-suite;
• Experience Partnering with Sales organizations in managing sales cycles and structuring deals, especially those of significant value;
• Experience in customer facing commercial negotiations in support of deal closure;
• Experience in enabling partners to maximize quality and speed;
• Combination of strong intellect, creative problem solving, effective communication with colleagues and willingness to roll up sleeves to improve performance;
• Unquestionable ethics, integrity and business judgment; you share our values, and work in accordance with those values.