ABOUT MASTERCONTROL

MasterControl is a leading provider of cloud-based quality and compliance management software solutions for life sciences and other regulated industries. Our innovative technology platform enables our customers to streamline and automate critical business processes, ensuring compliance with industry regulations and driving operational excellence. At MasterControl, we are committed to empowering our customers to bring life-changing products to the market faster, while maintaining the highest quality and compliance standards.

SUMMARY

As MasterControl continues to expand and grow, customer retention and expansion are keys to continued success as a premier Life Sciences Quality Systems software provider. Successful implementation and adoption of the MasterControl products are critical to achieving our goals, ensuring customer success, and delivering on our mission of helping customers get their products to market faster and with higher quality.
MasterControl is seeking a dynamic and experienced Vice President of Professional Services to lead our professional services organization. We are looking for a leader who can coalesce the needs of internal operating demands, strategic practices, and exceptional customer experience while achieving corporate financial objectives. This individual will be responsible for leading a talented team of professionals and increasing customer satisfaction by streamlining the implementation process, reducing the cycle time to move customers from post-sale to early adoption, and ensuring they find value in the product upon launch. As a key member of the leadership team, you will add a passion for systems thinking, process improvement, and automation, along with a well-developed empathy for customer-facing teams.

RESPONSIBILITIES

• Develop and execute strategic plans to drive growth and profitability of the professional services organization.
• Determine, implement, and monitor core operational rigor (people, processes, and systems), optimizing and scaling the onboarding and implementation processes.
• Define and communicate the vision, mission, and goals of the professional services organization.
• Provide strong leadership and mentorship to the professional services team, fostering a culture of collaboration, innovation, and excellence.
• Mature our Resource Management practice, ensuring we achieve optimal utilization and revenue generation from our resources.
• Own key departmental systems to enable process and real-time data-driven decision-making. Collaborate closely with corporate data teams on data strategy and analytics.
• Oversee the delivery of professional services engagements, ensuring high-quality and timely delivery of solutions that meet or exceed customer expectations.
• Drive continuous improvement in service delivery processes, methodologies, and tools to enhance efficiency and effectiveness.
• Collaborate closely with sales, product, and other cross-functional teams to ensure alignment of services with customer needs and company objectives.
• Build and maintain strong relationships with key customers, serving as a trusted advisor and partner in their success.
• Proactively identify opportunities to expand and enhance the value of our services offerings to meet evolving customer needs.
• Drive customer satisfaction and loyalty through exceptional service delivery, responsiveness, and communication.
• Develop and manage the professional services budget, ensuring effective resource allocation and financial performance.
• Monitor and analyze key performance metrics, financial indicators, and market trends to identify opportunities for growth and improvement.
• Drive revenue growth and profitability through effective pricing strategies, resource utilization, and cost management.:
• Attract, recruit, and retain top talent for the professional services team, fostering a culture of learning, growth, and career development.
• Foster a diverse and inclusive work environment that values collaboration, innovation, and individual contributions.

QUALIFICATIONS

• Bachelor's degree in a relevant field; MBA or advanced degree preferred.
• 10 years of experience in professional services leadership roles in SaaS, with prior measurable success in driving growth and profitability.
• Deep expertise in the life sciences or related industries and understanding of market trends, challenges, and opportunities.
• Strong leadership, communication, and interpersonal skills, with the ability to inspire and motivate teams to achieve excellence.
• Exceptional client relationship management skills, with a focus on driving customer satisfaction and loyalty.
• Proven ability to develop and execute strategic plans, manage budgets, and drive financial performance.
• Demonstrated success in talent acquisition, development, and retention.
• Ability to thrive in a fast-paced, dynamic environment and effectively manage competing priorities.
• Proven ability in creating, pricing, packaging and collaborating with services sales on new professional services offerings based on market demand and new product innovation

Join MasterControl and become part of a dynamic team that is shaping the future of quality and compliance management in regulated industries. If you are a strategic thinker, results-oriented leader, and passionate about delivering exceptional services to customers, we want to hear from you! Apply now to join us as the Vice President of Professional Services and help us drive continued success and innovation.