Vice President, Business Systems – Transformation

Responsibilities

• Conduct a comprehensive assessment of the current business systems landscape, including CRM, Customer Success, Contact Center, Billing, ERP, and related platforms.
• Define and map the processes that will flow through the tools.
• Develop a business systems roadmap aligned with company growth objectives.
• Identify opportunities to simplify workflows, reduce technical debt, improve automation, and eliminate manual processes.
• Establish a scalable architecture supporting the end-to-end customer journey.
• Evaluate and optimize the entire quote-to-cash process, including:
  • Lead management
  • Opportunity management
  • Quoting and contracting
  • Customer onboarding
  • Customer Support
  • Billing and collections
  • Renewals and expansion
• Identify process bottlenecks and recommend improvements to increase efficiency and revenue realization.
• Provide strategic oversight of key business platforms, including:
  • Salesforce
  • Gainsight
  • Contact Center / CCaaS platforms
  • Billing and subscription management systems
  • Customer support platforms
  • Data and reporting systems
• Ensure platforms are effectively integrated and aligned with business needs.
• Partner closely with Executive Leadership, Product, Finance, Revenue Operations, Customer Success, Support, and IT teams.
• Facilitate alignment between business objectives and technology investments.
• Serve as a trusted advisor to leadership regarding business process and systems strategy.
• Establish governance practices for business systems investments and prioritization.
• Define key performance indicators and success metrics.
• Lead transformation initiatives from assessment through implementation.
• Build internal capabilities and organizational structures needed to support future growth.

Requirements

• 12+ years of experience leading business systems, enterprise applications, or digital transformation initiatives.
• Experience designing and optimizing quote-to-cash processes in a SaaS or technology environment.
• Deep knowledge of platforms such as Salesforce, Gainsight, CCaaS/contact center solutions, billing systems, and customer support technologies.
• Demonstrated success leading large-scale cross-functional transformation programs.
• Strong executive presence with the ability to influence senior leaders and drive organizational change.
• Experience building business cases and technology roadmaps.