The Role

• Drive Fuel strategy and execution in alignment with company-wide objectives and client needs
• Partner with the Customer Success and Account Management teams to present the benefits of Fuel and demonstrate continued value to our clients
• Ensure the Fuel program is focusing on offering the services that most benefit our clients
• Collaborate with the VP of Professional Services in charge of new implementation client work to utilize skills across the combined team
• Develop best in class deployment processes and KPI reporting
• Ensure responsive, effective and efficient client escalations
• Ensure close coordination and collaboration with PS Leadership, Sales, Account Management and Customer Success teams
• Develop culture of continuous improvement for process repeatability, operations scaling, capacity management and customer satisfaction
• Work with the leadership team to continue fostering our culture and talent processes to hire, develop and retain top talent

Key Interactions

COO/PS Leadership Team:  Daily/Weekly on operating and strategic priorities

Sales Leadership: Daily/Weekly collaboration on key Fuel clients

Product/Tech Team: Product enhancements, quick starts, configurations

Services Direct Reports: Daily to lead, coach and manage outcomes

Board: Key initiative updates

Success Metrics

Financial

• Revenue, profitability

Operational

• Implementation: Utilization, Fuel consumption and contraction, NPS/Customer Satisfaction, backlog, team health

Organizational

• Team Development and growth: hiring, onboarding/training, career pathing, performance management, succession planning
• Employee Engagement: Staff Retention (85%+), Employee NPS

Knowledge, Skills, and Abilities

• 6+ years leadership experience in delivery and support organizations; strong preference for prior SaaS
• Experience building teams and successfully managing >50 people; open to up-and-comers with VP experience at larger companies
• Financial acumen; completely comfortable with the "numbers"
• Track record of developing and implementing operating metrics, policies, and procedures
• High energy and enthusiasm; bright and collaborative leader
• Up to 25% travel when permissible

Fusion Risk Management, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or national origin. Nothing in this job posting should be construed as an offer or guarantee of employment.