Vp, Professional Services At Sitecore
I was retained and promoted following the acquisition of Hedgehog Development. I define and execute global Professional Services operations and strategies, overseeing successful project delivery through execution across the Customer lifecycle. I have established replicable and standard processes to ensure consistency across the organization. I define and continuously refine Service offerings mapped to the Customer Journey, reducing time-to-value and assuring Customer-positive business outcomes. I also maintain a deep focus on value-add expert services. I serve as the Executive Sponsor for selected enterprise customers. I manage a team of 150 billable team members across the Americas, EMEA, and APJ region with 7 direct reports.Highlights:-Increased billable utilization percentage by 25% in the first year and maintained that level annually.-Grew total Services revenues from $5M to $30M.-Partnered with the sales team to achieve ARR growth to 65% of all services sold.-Improved services Customer EPS score from (-20) to +46.-Transformed Professional Services division from a loss leader into a profit center generating more than $7M revenue at a healthy 25% margin.-Consolidated former geographic-specific operating model into a consistent Global Professional Services team of 175 staff, including Technical Consulting, Business Consulting, Project Management, and Services Operations.
