Kivo

Vice President, Services

Kivo

full-time

Posted on:

Origin:  • 🇺🇸 United States • Oregon

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Job Level

Lead

About the role

  • Build and lead a multi-disciplinary org (CS, Support, PS/Implementation, Data Migration) with clear roles, ladders, and an operating cadence (QBRs/MBRs, targets, dashboards). Own the Services P&L : forecasting, pricing & packaging, utilization, margin, backlog, and capacity planning. Standardize delivery : implementation playbooks, risk & change management, cutover/migration checklists, and post-go-live care. Customer Success : drive outcomes, adoption, executive alignment, and expansion; run structured success plans, risk reviews, and escalation management. Technical Support : define tiering and SLAs, incident/problem management, knowledge base & community, follow-the-sun/on-call model as we scale. Data Migration : own methodology for discovery, mapping, dry runs, and production cutovers. Professional Services portfolio : create packaged offerings, fractional SME and system ownership roles; shape SOW standards and governance. Cross-functional leadership : partner with Product for feedback and roadmap influence; enable Sales with scoping, SOWs, and credible delivery dates; align with Marketing on references and case studies. Quality & compliance : ensure Services practices meet life-sciences expectations (GxP, 21 CFR Part 11/Annex 11, audit readiness). Talent & culture : hire leaders, coach managers, and build a performance culture with clear KPIs (NRR, GRR, NPS/CSAT, time-to-value, utilization, backlog health).

Requirements

  • 10+ years building and leading enterprise SaaS services; 5+ years running multi-functional teams (CS, Support, PS/Impl, Migration) with full P&L accountability. Life-sciences software pedigree (e.g., Veeva, MasterControl, IQVIA, or similar) with hands-on exposure to validated/regulated implementations. Proven track record standing up delivery methodologies, staffing models, packaged offerings, and tooling (PSA, CRM, support desk, knowledge systems). Led complex, multi-stakeholder implementations and high-stakes escalations with executive customers. Built high-performing global teams; excellent exec presence and communication.