Head of Professional Services

Job Description

RecordPoint is a data and information lifecycle management SaaS product designed to give highly-regulated organizations a competitive edge through safer, more secure, and better-managed data. We're a disruptor in our industry, set apart from competitors by our cutting-edge technology and innovation-first mindset. Our global customer list includes top-tier brands and government agencies like the City of New York, Westpac, National Australia Bank (NAB), Australian Prudential Regulation Authority (APRA), Security Benefit, Cupertino Electric, Australian Securities & Investments Commission (ASIC), Transport for NSW, Ausgrid, Pacific Gas & Electric (PG&E), and Delaware Life. But there's more to us than the what we do — like the who behind it all. Team RecordPoint is made up of 100+ tech-driven professionals at the top of their respective fields. Together, we foster a supportive, collaborative, and transparent environment, collectively working toward the singular goal of continuously doing better. While we've got all the perks you'd expect — think truly flexible work arrangements, generous paid parental leave, 4 weeks annual leave, and Employee Share Options — you might find that the greatest benefit of all is the team you join. Scope: We are seeking an experienced Head of Professional Services to lead and elevate our Professional Services function, seated within the Customer Experience organisation. This role is pivotal in executing a strategy that ensures the effective and efficient delivery of complex services engagements and maintains a focus on a holistic customer experience that produces long-term customer health and satisfaction outcomes. You will oversee all aspects of service delivery, align with organizational goals, and champion customer-centric practices to ensure our clients realise the full value of RecordPoint throughout their customer journey.You will be responsible for: Bring strategic leadership to the consulting team, responsible for driving a customer-centric approach to the way we operate. Manage the operations of the consulting arm, from budget and capacity to delivery standards and customer value realization. Champion a customer-first philosophy, driving initiatives that enhance overall customer experience and satisfaction. Build and maintain strong relationships with key enterprise clients, acting as an escalation point, trusted advisor, and ensuring alignment with their strategic objectives. Develop and maintain a team of high-performers with a current, forward-facing, and growing skillset. Empower the Customer Experience Team and the business through cross-functional collaboration with all arms of RecordPoint. Continually evaluate, improve, and automate processes and ways of working for our consulting practices. Measure and report on the key metrics that drive customer value and success. Manage the risk and have financial oversight of the department and major strategic projects. You will do: Develop and execute on a Services strategy that prioritizes the holistic customer experience alongside effective and efficient service delivery. Oversee the day-to-day operations of the Services division, ensuring timely and high-quality delivery of complex engagements tailored to client needs. Partner with Sales, Enablement, Customer Success, and Product teams to ensure alignment of service offerings with customer expectations and organizational goals. Design and implement frameworks, best practices, and tools to improve service delivery and ensure consistency across engagements. Establish metrics to evaluate the success of engagements and customer satisfaction, using insights to refine strategies and improve outcomes. Proactively identify risks to service delivery and customer satisfaction, implementing mitigation strategies as needed. Manage the Services budget, driving revenue growth and ensuring operational efficiency. Lead, mentor, and develop a high-performing team of Services Consultants, fostering a culture of collaboration, innovation, and excellence. You will bring: 10+ years of experience in professional services leadership within the B2B SaaS industry, preferably in the data privacy, security, or compliance sectors. Bachelor’s degree in Business, Information Technology, or a related field; MBA or advanced degree preferred. Strategic Vision: Ability to design and implement strategies that integrate customer success and service delivery for maximum impact. Customer-Centric Leadership: Deep understanding of customer needs and the ability to align organizational goals with customer outcomes. Team Leadership: Proven success in building and leading high-performing, cross-functional teams. Operational Expertise: Expertise in optimizing service delivery processes to improve efficiency and consistency. Analytical Acumen: Ability to leverage data and insights to measure performance and inform strategic decisions. Technical Proficiency: Strong understanding of SaaS platforms and their implementation within enterprise environments. Exceptional Communication: Strong written and verbal communication skills, with the ability to influence and engage stakeholders at all levels. Financial Management: Experience in managing budgets and driving revenue growth. Why RecordPoint: Fast-growth Australian-owned company. Flexible work environment and a strong focus on work-life harmony. Innovation is our way of life. Personal Development budget for all staff. Access to Employee Stock Ownership Plan. A brilliant graduate program that provides both mentoring and growth opportunities for all. Work on a product that makes a real social-good impact on the world. Global opportunities! Know more: By checking us out on all the usual platforms, and especially our About Us here or our Life at RecordPoint blog: here .How to apply: Click the 'apply now' button to send us your CV.RecordPoint is an equal opportunities employer.We offer a fast-paced, dedicated, and enjoyable environment, working with some of the best people in the industry.If you want to know what to expect from a RecordPoint application process, read more here .No recruiters please, we've got this one covered. You will need to pass a police background check to be eligible for employment at RecordPoint.#J-18808-Ljbffr