Interim Head of Professional Services

WorksWith:CustomerSuccess,Support,Sales,ProductandEngineeringteamsManages:Hours:37.5pw(9.30am–6pmMondaytoFriday)Term:InterimLocation:LondonAboutusArtlogicisaleadingtechnologyplatformfortheartworld.Foundedin1989,Artlogicempowersover6,000galleries,dealers,andartprofessionalsworldwidetostreamlinetheiroperationsandgrowtheirbusinesses.Thecompany’sintegratedplatformcombinesinventorymanagement,CRM,websites,sales,marketing,andpaymenttools,everythingneededtorunamodernandsuccessfulartbusiness.In2021,ArtlogicwasacquiredbytechinvestorsCoveHillPartnerstoaccelerateinnovationandexpanditsglobalreach.Sincethen,thecompanyhasdoubledinsize,withemployeesacrossLondon,NewYork,Atlanta,andCapeTown.Today,ArtlogicisenteringanexcitingnewchapterthroughitsmergerwithArtCloud,anotherindustryleaderinarttechnology.Together,thetwocompaniesareunitingcomplementaryplatformstobuildthemostcomprehensive,forward-thinkingsolutionfortheartworld.ThiscollaborationbringstogetherdeepexpertiseacrossCRM,sales,marketing,inventory,payments,andAI-poweredtools,empoweringgalleries,artists,andcollectorsworldwide.JoiningArtlogicmeansbecomingpartofagrowingglobalteamthatisshapingthefutureofhowartisbought,sold,andmanaged,bothonlineandinperson.AbouttheroleWorkingcloselywiththeVPofCustomersandwiderleadershipteam,youwillassessthecurrentProfessionalServicesfunctionandimplementpracticalimprovementsacrosspeople,processes,customerjourneys,projectdelivery,toolingandwaysofworking.YouwillbuildonthedeepexpertisealreadywithinMigrationServicesandDesignStudiowhilecreatinggreateralignment,accountabilityandconsistencyacrossthefunction.ProfessionalServicesplaysanimportantroleinsomeofthemostsignificantmomentsinacustomer'srelationshipwithArtlogic.Whethermigratingyearsofbusiness-criticaldata,deliveringanewwebsiteorsupportingacustomerthroughcomplexchange,youwillensurecustomersreceiveathoughtful,seamlessandconsistentlyhigh-qualityexperiencefromsalethroughdeliveryandhandover.YouwillalsostrengthenthecommercialcontributionofProfessionalServices,partneringcloselywithSalesandCustomerSuccesstoensureprojectsarescopedanddeliveredsustainably,customerrisksareidentifiedearlyandopportunitiestocreateadditionalvaluearerecognisedandactedupon.KeyResponsibilitiesLeadingProfessionalServicesLeadtheProfessionalServicesfunctionthroughtransformation,bringingMigrationServicesandDesignStudiotogetherwithclearpriorities,ownershipandwaysofworking.AssessandimprovetheProfessionalServicesoperatingmodel,projectjourneys,processes,governanceandtoolingtodriveconsistency,efficiencyandcustomeroutcomes.BuildontheexpertisealreadywithinProfessionalServices,givingexperiencedspecialiststheclarity,autonomyandsupporttodeliverhigh-qualityoutcomes.Usecustomer,projectandoperationaldatatoidentifytrends,managerisksandopportunitiesandinformdecision-making.Establishconsistentmanagementrhythms,includingone-to-ones,performancereviews,coachingandteammeetings.Leadtheteamthroughorganisationalchange,creatingclarityandmomentumwhileencouragingcollaboration,knowledgesharingandcontinuousimprovement.CustomerExperience&ProjectDeliveryOwntheend-to-endProfessionalServicescustomerexperience,ensuringprojectsaredeliveredtoaconsistentlyhighstandard,withinagreedscopeandtimelines.Strengthenthecustomerjourneyfromsalethroughdeliveryandhandover,establishingclearownershipandseamlesstransitionsbetweenSales,ProfessionalServicesandCustomerSuccess.Actasaseniorescalationpointforcomplexorsensitivecustomersituations,balancingcustomeroutcomeswithcommercialandoperationalconsiderations.EnsurecustomerrisksaresurfacedearlyandmanagedeffectivelywithCustomerSuccessandotherrelevantteams.Resolverecurringoperationalandcustomerchallengesatrootcause,embeddingsustainableimprovements.ProfessionalServicesOperations&TransformationAssessandoptimiseProfessionalServicesoperations,includingprojectprocesses,customerjourneys,tooling,automationandoperationalefficiency.CommercialImpactofProfessionalServicesDevelopProfessionalServicesasaneffectivepartnertoSales,CustomerSuccessandthewiderCustomerorganisation,contributingtoretentionandlong-termcustomervalue.PartnerwithSalesoncomplexservicerequirements,projectscoping,pricinganddiscountrequests,balancingcustomerneedswithsustainabledelivery.IdentifyopportunitiesforProfessionalServicestosolveadditionalcustomerproblems,deepenrelationshipsandcreatevaluebeyondindividualprojects.StrategicMigrations&ArtCloudLeadandprovidesenioroversightofstrategicProfessionalServicesinitiativesthatimprovecustomerexperience,effectivenessandscalability.OwntheProfessionalServicescontributiontoprogrammessupportingandacceleratingcustomermigrationstoArtCloud,ensuringclearpriorities,ownership,governanceanddelivery.Developmigrationapproaches,customercohorts,sequencingandtimelineswithkeystakeholdersacrossthebusiness.Maintainoversightofprogrammeprogress,dependencies,risksandissues,ensuringappropriateactionistaken.Ownseniorcustomerescalationsrelatingtostrategicmigrationprogrammesanddriveissuesthroughtoresolution.Leadrelevanttesting,pricing,processandcross-functionalinitiativesrequiredtodeliverArtlogic'smigrationstrategy.Cross-FunctionalLeadershipBuildstrongworkingrelationshipsacrossCustomerSuccess,Sales,Support,ProductandEngineeringtocreateaunifiedcustomerexperience.Establishclearownership,handoversandwaysofworkingbetweenProfessionalServicesandteamsacrossthecustomerlifecycle.Createeffectivecustomerandteamfeedbackloopsthatinformproductdevelopmentandoperationalimprovements.Identifyandremovecross-functionalblockersaffectingcustomeroutcomes,bringingtogethertherightstakeholderstodriveresolution.SupportexecutivereportingthroughclearanalysisandrecommendationsonProfessionalServicespriorities,risksandopportunities.AboutYouAnexperiencedleaderfromaclient-facing,project-basedservicesenvironment,ideallywithinacreativeagency,designstudio,digitalbusinessorsimilarenvironment.Experiencedeliveringormanagingclientprojectsdirectlybeforeprogressingintoaleadershiporplayer-coachrolewouldbeadvantageous.Astrongpeopleleaderwhocanbringtogetherestablishedteams,buildonexistingexpertiseandcoachanddevelopspecialistsandmanagers.Abletoquicklyunderstandanexistingfunction,identifyopportunitiesforimprovementandturnstrategyintopracticalaction.Experiencedevelopingscalableprojectdeliveryprocesses,governanceandwaysofworking,includingcapacityplanning,resourceallocationandprioritisation.Strongcustomerjudgementandconfidencemanagingcomplexorsensitiveescalationswhilebalancingcustomerneedswithcommercialandoperationalrealities.Commerciallyandanalyticallyminded,comfortableusingcustomer,projectandoperationaldatatoidentifyriskandmakeinformeddecisions.Experiencedworkingcross-functionallywithSales,CustomerSuccess,Support,ProductandEngineering.Comfortablebalancingstrategicleadershipwithhands-ondeliveryandoperatingeffectivelythroughchangeandambiguity.Acustomer-first,pragmaticapproach,withafocusonleavingbehindstrongerteamsandsustainablewaysofworking.WhatweofferFlexibleworkingFreeeyetestArtlogicisanequalopportunitiesemployer.Wearecommittedtofairandinclusiverecruitmentandemploymentpractices.Wewelcomeapplicationsfromallsuitablyqualifiedcandidates.Wearecommittedtomakingreasonableadjustmentsfordisabledapplicantsandemployees.Ifyouhaveadisabilityandwouldlikeustomakeadjustmentstotheapplicationorinterviewprocess,ortodiscussanyadjustmentstotherole,pleaseletusknow.PleasenotethatthispositionisUK-basedandinvolveshybridworkingwithattendanceatourLondonofficeforaminimumof2dayseachweek,tosupporteffectivecollaborationandengagement. #J-18808-Ljbffr