Vice President leading private - company capital and liquidity solutions at Clarity. Originating mandates, managing senior relationships, and building the commercial team.
About the role
- Vice President leading global post-sales services for March Networks’ smart security technology business. Driving delivery excellence, customer retention, automation, and profitable growth.
Responsibilities
- Lead, scale, and continuously improve the end-to-end post-sales services organization for the Smart Security Solutions line of business
- Oversee Professional Services, Technical Support, Network Operations Center, Cloud Services, Customer Success, Training, and Implementation
- Own the services operating model, delivery governance, technical enablement strategy, and financial performance
- Develop and execute a multi-year services strategy and operating roadmap
- Define target operating models, service catalogs, engagement models, escalation paths, and ownership boundaries
- Incorporate AI, workflow automation, knowledge management, and analytics into service operations
- Partner with Product Management, R&D, IT, Security, and Sales on serviceability, deployment architecture, supportability, and product roadmap priorities
- Oversee professional services engagements, implementation, onboarding, support, cloud service processes, and managed services commitments
- Establish delivery governance, stage gates, project reviews, technical design reviews, resource management, and executive escalation processes
- Build delivery methodologies, statements of work, implementation playbooks, support runbooks, and training frameworks
- Automate ticket management, incident response, root-cause analysis, service restoration, and problem management
- Implement dashboards and operating cadences covering bookings, backlog, capacity, utilization, project margin, support trends, renewal risk, and customer health
- Own services P&L, revenue, margins, utilization, headcount productivity, subcontractor spend, and cost-to-serve
- Develop forecasting, budgeting, reporting, staffing-demand, revenue-readiness, and margin-performance frameworks
- Lead change-order and scope-governance processes
- Evolve organizational structure, role clarity, spans and layers, and regional coverage models
- Standardize operating procedures, knowledge transfer, and tooling across March Networks and Vivotek regions
- Serve as executive sponsor and escalation point for strategic customers and complex deployments
- Partner with Sales on value-added services, recurring support, software, and managed offerings
- Optimize onboarding, implementation, adoption, support, training, and renewal-readiness motions
- Manage strategic outsourcing, subcontracting, and service delivery partners
Requirements
- Bachelor’s degree required in Business, Engineering, Computer Science, Information Systems, or a related field, or an equivalent combination of education and experience
- Minimum of 10 years of progressive experience in professional services, technical services, consulting, customer success, support operations, or managed services within the software, SaaS, cloud, IoT, or enterprise technology sector
- At least 5 years in a senior leadership role managing complex, multi-function services organizations with global or multi-regional teams
- Proven track record of transforming service delivery organizations to improve scalability, utilization, delivery predictability, customer satisfaction, and profitability
- Strong experience with cloud operations, SaaS delivery models, subscription-based customer lifecycle management, and post-sales operating metrics
- Demonstrated expertise in resource planning, backlog management, utilization management, project margin control, forecasting, and services financial management
- Experience implementing or optimizing customer success programs, onboarding models, adoption frameworks, and retention strategies using measurable KPIs such as churn, retention, NPS, CSAT, CES, and health scores
- Familiarity with AI, workflow automation, analytics, and knowledge-centered service strategies
- Strong cross-functional leadership skills with R&D, Product Management, IT, Security, Sales, and Finance
- Experience managing third-party service providers, subcontractors, and global delivery models with clear governance and quality controls
- Outstanding executive communication, stakeholder management, change leadership, and people development capabilities
- Experience in intelligent video, video management systems, cloud video platforms, physical security, IoT-connected devices, edge-to-cloud architectures, or enterprise loss prevention technologies highly desirable
- Experience with hybrid environments involving hardware, firmware, software, SaaS, networking, and cybersecurity strongly preferred
- Familiarity with Salesforce, Service Cloud, Jira, ServiceNow, ConnectWise, Certinia/PSA, or equivalent tooling is an asset
- Knowledge of ITIL-based support operations, incident/problem/change management, observability practices, and SLA-driven managed services environments preferred
Benefits
- Flexibility and support for a healthy work-life balance
- Professional development opportunities
- Medical/Dental benefits offered immediately from Day 1
- Health club reimbursement
- Professional development support
- Company holiday closure
- Eligibility to participate in the Company bonus plan
- Annual performance and salary review
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