AVP – Client Services, Gurgaon

Domain: Hospitality/Airlines/Travel/Tourism

Experience: 20 - 25 Years

Salary: INR 7000000 - 8000000

Experienced and dynamic Director of Professional Services to lead our growing Professional Services team.

Must-Haves:

• Bachelor’s degree in Business, Information Technology, or a related field (or equivalent experience).

• 20+ years of Total Work Experience

• 8+ years of experience in professional services, with at least 10 yearsin a leadership position.

• Proven track record in leading SaaS implementations and customer successinitiatives.

• Experience working with cross-functional teams(sales, product, engineering) in a fast-paced SaaS environment.

• PMP, ITIL, or other relevant certifications are a plus.

• Strong understanding of SaaS business models and subscription-based services.

Interview Rounds: 7 to 8 rounds with 1 F2F round

Profile Alignment

• Function: Professional Services / Implementation / Client Delivery

• Reporting scope: Likely leads Directors/Senior Managers (layered team), not first-line ICs

• Experience bar: 20+ years total experience; 8+ years in professional services; 10+ years in a leadership role

This is the person who runs the "getting clients live and successful" function at a large SaaS company for event/meeting management software. Think of it this way: Sales sells the software, but once the client signs, someone has to actually get them set up, trained, and using it well so they don't churn. That's Professional Services, and this person leads that whole team.

In practice, they own three things:

1. A team of people (project managers, implementation consultants, trainers) — hiring them, coaching them, setting their targets

2. A P&L-ish budget — services isn't free to deliver, so this person has to keep it profitable while keeping clients happy

3. The client relationship during and after rollout — when a big client implementation is going sideways, this person is the escalation point

It's a hybrid of operations leadership + client-facing leadership + financial ownership, not a hands-on technical implementer. They don't code or configure the software themselves — they run the org that does.

Important Note (Added Later)

Please keep the following in mind while evaluating this opportunity:

• Candidates should currently be working with, or have significant experience in, a SaaS-based Product Company.

• Candidates should have experience within the Professional Services organization, including Professional Services, Enterprise Implementations, Implementation Consulting, Client Delivery, or equivalent customer-facing implementation functions.

• Experience primarily within IT Services, System Integrators, Consulting organizations, or internal Enterprise IT/Technology functions.

• Profiles without the above experience are unlikely to be considered for this opportunity.