VP of Professional Services

| Greater NYC Area | Remote
Company Description
Hyperscience is a technology company blazing a new path in enterprise automation with a reimagined approach to building and powering processes. The Hyperscience Platform is the world's first Software-Defined, Input-to-Outcome Automation platform used by top public companies and government organizations around the world to build and run mission-critical processes with ease and speed.
Hyperscience helps enterprises quickly build and roll out new business processes with built-in automations, reduce manual errors, increase high- and low-skilled employee productivity, and eliminate the need for costly transformation. Hyperscience’s Intelligent Document Processing solution has been implemented at some of the world's leading financial services, insurance, healthcare and government organizations, including TD Ameritrade, QBE Insurance Group Limited and Voya Financial, helping them lower costs, reduce error rates by 67% and increase employee capacity by 10x.
Since its founding in 2014, Hyperscience has grown to more than 250 employees with offices in New York City, Sofia, Bulgaria, and London, UK, and has consistently been recognized as one of the best places to work, with a collaborative and innovative culture and best-in-class benefits.
The Customer Experience team at Hyperscience acts as the customer’s trusted advisor and advocate, building and growing an ongoing healthy relationship with each customer. Team members are responsible for implementing our software, preserving our current business, opening doors for additional opportunities, and growing our customers into life-long Hyperscience advocates. The team is split in three teams: Professional Services, Customer Success Management, and Operations. The Professional Services team will serve as the key ingredient that enables our customers to streamline and accelerate the platform adoption journey as we rapidly evolve the product offering and expand globally into new markets. The Global VP of Professional Services will have day to day interactions with the team to implement cross-functional solutions at scale, lead through user challenges, and provide continual mentorship and feedback. In addition, this individual will drive operational programs to elevate the level of service and support through setting strategy, defining clear goals, and setting prioritization with data and user feedback. We’re looking for a people-centric leader who will identify and implement organizational structure, best practices, metrics, methodologies and processes, cross-functional linkages, etc. to set the business up for continued, stable, growth. 
Scope of services includes project management, implementation consulting, systems integration and technical support (pre and post-launch) for both direct customers and channel partners as appropriate. Scope of partnership enablement includes, but is not limited to, establishing appropriate agreements and roles/responsibilities (in collaboration with our internal Channel Partners team), foundation and advanced-level training, assisting partners with construction of Statements of Work templates to reflect essential elements of our best practices, shadowing of initial partner-led implementation activities, and overall driving success of our channel partner business. 
This is a full-time position located in downtown New York City (preferred) or can be remote in EST time zone reporting to the VP of Customer Experience.

Responsibilities:

  • Identify and implement organizational structure, best practices, metrics, methodologies and processes, cross-functional linkages, etc. to set the business up for continued, stable, growth
  • Develop strong internal partnerships with global sales, product management, engineering, marketing, and customer success teams to assure that services are seamlessly delivered in an integrated, aligned, and collaborative manner to produce business outcomes that positively impact onboarding, adoption, and retention
  • Align Services team with the Sales organization to define and deliver optimal solutions and consulting services to prospects, customers and channel partners, as well as partnering to develop and enhance tools and methodologies that improve the sale of Professional Services
  • Own the executive level customer relationships for services and collaborate with sales for contract/SOW scope negotiations as needed and communication for all new and existing customers
  • Develop segment specific services plans including project governance, escalation and resolution models
  • Work with the Operations and Sales senior leadership teams and other stakeholders to ensure alignment of high value projects to revenue generation and business objectives
  • Manage capacity, capability, and availability to ensure resource allocation meets aggressive growth business commitments
  • Operationalize the business processes to scale the professional services organization for significant growth
  • Establish operating practices to address scalability, working closely to develop hand-offs and cross functional interfaces (e.g., sales, products, support) and customers across the life cycle of the engagement
  • Drive continuous improvement programs and processes to meet customer satisfaction, develop new services opportunities, while shortening the customer activation time and the margins of the services business
  • Keep employees, teams and management engaged, motivated and focused on short-term urgencies while preparing for long term growth
  • Train and mentor Professional Services Directors and their reports to communicate with customers to identify needs and evaluate alternative business solutions; continually seeks opportunities to increase customer satisfaction and deepen customer relationships

Qualifications:

  • Minimum ten years’ relevant professional services experience at a SaaS or on-premise company within a B2B software organization and demonstrated execution of growth strategies
  • Prior experience positioning and delivering services across multiple verticals and market segments, including channel partners (i.e. resellers, global system integrators, etc)
  • Prior experience in running client delivery functions including project management, project governance and technical integration models that results in high customer satisfaction
  • Demonstrated financial acumen, working closely with Finance on managing P&L, revenue recognition, gross margin, and operating budgets to achieve targeted services revenue generation and/or time-to-value metrics
  • The desire and ability to roll up your sleeves and get into the trenches on a regular, ongoing basis
  • Experience identifying and implementing industry best practices, tools, systems and strategies to build a world class customer experience and provide exceptional ROI metrics on the investments
  • A demonstrated desire to partner with executives in peer positions to create Professional Services strategies that are aligned with the overall company strategy and revenue targets
  • A collaborative approach at the executive and team level, working closely with Sales on opportunities and a smooth, seamless handoff to Professional Services

Benefits
- Top notch healthcare for you and your family
- 30 days of paid leave annually to help nurture work-life symbiosis
- A 100% 401(k) match for up to 6% of your annual salary
- Stock Options
- Wellness stipend
- Pre-tax transportation and commuter benefits
- 6-month parental leave (or double salary to pay for your partner's unpaid leave)
- Free travel for any person accompanying a breastfeeding mother and her baby on a business trip
- A dependent care stipend up to $3,000 per month, per child, under the age of 21 for a maximum of $6,000 per month total
- Daily catered lunch, snacks, and drinks
- Budget to attend conferences, train, and further your education
- $1,000 one-time-use WFH stipend and $75 monthly WFH stipend
- Relocation assistance
We are an equal opportunity employer. We welcome people of different backgrounds, experiences, abilities and perspectives. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

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Technology we use

  • Engineering
  • Product
    • C++Languages
    • JavascriptLanguages
    • PythonLanguages
    • ReactLibraries
    • ReduxLibraries
    • DjangoFrameworks
    • Microsoft SQL ServerDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement

Location

Our New York City office is located on the 45th Floor of One World Trade. Incredible views, open floor plan, and minutes from the Subway & PATH.

An Insider's view of Hyperscience

What are some social events your company does?

Outside of company-sponsored lunch daily, we do birthday & anniversary celebrations, dessert breaks, and company outings. It’s pretty common to get together for drinks after work or go to karaoke as a team. When our team from Sofia visits, we like to do something social outside the office, whether it’s lunchtime basketball game or rooftop drinks.

John Lee

Talent Acquisition Lead

What projects are you most excited about?

We’re working on building a Machine Learning model that allows our customers to process more types of documents, which will help significantly with their workflow. I’m excited to visit customer on-sites to see how different customers use our product. We’re here to make people’s lives easier so understanding specific use cases is always valuable.

Sarah

Product Designer

What are some things you learned at the company?

I’ve been at Hyperscience for more than a couple of years now and seen it grow 4x(!) in that time. The two most important things I've learnt in my time at Hyperscience have been learning when to ask for help and bias for action -- most actions can be reversed; the only way to never break anything is to never actually do anything.

Akhil

Director of Machine Learning

How do your team's ideas influence the company's direction?

We operate a growth mentality across all aspects of our business. Every team member is expected to go radically beyond normal expectations. This requires bold ideas coming from everyone. Once we choose a path to follow, we will all get behind it, irrespective of whose idea it was.

Charlie

Chief Operating Officer

What makes someone successful on your team?

A successful member of our team is someone who shows up and gives 110% every day, is not afraid to ask for help and uses constructive criticism to better themselves. We represent the entire organization with new clients, and we’re excited to be the first touchpoint that works to understand their pain points and articulate our mission and value.

Lawrence

Account Manager

What are Hyperscience Perks + Benefits

Hyperscience Benefits Overview

Although benefits vary according to the specific locations (including factors such as national health systems and parental leave requirements), employees generally enjoy benefits such as 100% covered healthcare for employees and their dependents, 100% 401(k) match for up to 6% of annual salary, six months of paid parental leave or double salary to pay for partner’s unpaid leave, a child care stipend of up to $3,000 per month per child under the age of 21 for a maximum of $6,000 per month total), elder care reimbursement for eligible dependents of eligible employees up to a maximum amount of $72,000/year, 30 days of paid leave annually, and relocation and immigration support.

Offering these benefits gives talented employees an incentive to work for us. It also benefits our employees by significantly improving parts of their lives including healthcare, dependent care and retirement savings.

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Hyperscience offers 100% healthcare for you, your family and dependents.
Life Insurance
Wellness Programs
Team workouts
Our Culture Committee hosts virtual yoga & meditation classes each week!
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Hyperscience provides employees with a 401(k) matching plan managed by Betterment. We match 100% of contributions up to 6% of an employee's annual gross pay.
Company Equity
Child Care & Parental Leave Benefits
Child Care Benefits
Hyperscience offers a child care and education stipend up to $3,000 per month, per child, under the age of 21 for a maximum of $6,000 per month total.
Generous Parental Leave
6 month parental leave (or double salary to pay for your partner's unpaid leave).
Flexible Work Schedule
Hyperscience provides employees with a flexible work schedule that includes flexible start and end times.
Remote Work Program
Hyperscience employees are working remotely for the foreseeable future. We're excited to launch our revised remote employee experience in 2021.
Family Medical Leave
We offer unlimited medical/sick and bereavement leave.
Return-to-work program post parental leave
Vacation & Time Off Benefits
Generous PTO
Hyperscience employees receive 30 days per year of paid time off annually (not including holidays and sick days).
Paid Holidays
Paid Sick Days
Employees receive unlimited paid sick leave.
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Hyperscience hosts monthly virtual outings, sponsored by our Culture Committee!
Stocked Kitchen
Happy Hours
Happy hours are hosted monthly - all virtually!
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Annual individual budget for training.
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
We offer $1500 annually for continuing education.
Online course subscriptions available
Customized development tracks
Paid industry certifications
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