Vice President, Business Systems & Transformation

Key Responsibilities:

Business Systems Strategy

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.

Quote-to-Cash Transformation

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.

Platform Leadership

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.

Cross-Functional Partnership

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.

Governance & Execution

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.

Qualifications:

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.

Preferred:

Experience in B2B SaaS environments.

Experience with subscription billing and recurring revenue business models.

MBA or equivalent advanced business or technology education.

Background in Revenue Operations, Business Systems, Enterprise Applications, or Digital Transformation consulting.