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About the role
- Lead the Professional Services team at Gravity, specializing in software implementations and customer success in a SaaS environment. Enhance managed services and operational accountability for public sector clients.
Responsibilities
- Lead and scale the Professional Services organization, including Implementation, Onboarding, Data Onboarding, and Managed Services.
- Own delivery of customer implementations across Gravity’s solutions, including: Financial Disclosure, Digital Budget Book, Budgeting and Planning Tools, Citizen Engagement Solutions.
- Establish consistent, repeatable implementation methodologies that balance speed, quality, and customer experience.
- Own the ongoing managed services function responsible for data maintenance, accuracy, and output quality across customer environments.
- Ensure financial data integrity, transparency, and timeliness in all customer-facing deliverables.
- Develop governance, quality assurance, and escalation processes to proactively identify and resolve risks.
- Manage a Professional Services revenue target, including forecasting, utilization, margins, and capacity planning.
- Partner with Sales on scoping, pricing, and packaging of services offerings.
- Drive operational efficiency through standardized processes, tooling, and performance metrics.
- Partner closely with the VP of Customer Success to ensure seamless handoffs, aligned engagement models, and shared accountability for customer outcomes.
- Collaborate with Product to influence roadmap priorities based on implementation and data insights.
- Work with Sales and Marketing to support go-to-market motions, customer readiness, and solution positioning.
- Build, mentor, and retain high-performing services leaders and delivery teams.
- Foster a culture of accountability, customer empathy, and continuous improvement.
- Establish clear career paths, performance expectations, and development plans for team members.
Requirements
- 7+ years of experience leading Professional Services teams in a SaaS or Financial Technology environment.
- Proven experience managing services revenue targets, including forecasting, utilization, and margin management.
- Strong background in software implementations, onboarding, and managed services delivery.
- Experience working with data-driven or financial systems is strongly preferred.
- Demonstrated ability to scale teams and processes in a growing SaaS organization.
- Excellent cross-functional leadership skills with experience partnering with Sales, Product, Marketing, and Customer Success.
- Experience serving public sector customers is a strong plus.
Benefits
- Professional Services Leadership
- Managed Services & Data Excellence
- Revenue & Operational Accountability
- Cross-Functional Collaboration
- Team Development & Culture
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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