SVP of Service Delivery

Position Summary
As the SVP of Service Delivery at W Energy, you will oversee Implementations, Customer Success, Professional Services, and Customer Support, while driving the profitability and success of the operations department. This role will be immersed in customer relations and engage in high-priority meetings with clients and prospective clients. The SVP of Service Delivery will be responsible for resource planning, client management, project visibility, project scope, and the P&L.

This role will lead and optimize processes, ensuring the team is positioned favorably for rapid growth. The SVP of Services Delivery will ensure a clear roadmap for growth and scalability, aligning the department strategy to the company’s goals. This position will ensure client satisfaction, service quality, and operational efficiency.

This position can be remote or based at W Energy’s headquarters in Houston, TX. The SVP of Service Delivery will receive competitive benefits, earn performance bonuses, and will be eligible for equity. W Energy Software’s environment is one of continuous learning; you'll have access to opportunities to expand your skillset and share your knowledge with others. W Energy has a flexible environment where mutual respect is a key ingredient. Our Client Services team is critical to our continued success and is appreciated as such.

Responsibilities
• Build, lead, and optimize client support processes, ensuring the delivery of high-quality service and seamless operations.
• Accountable for the profitability of client services, support, success, and infrastructure.
• Build and scale a best-in-class Client Services team, including hiring, training, and developing talent to meet the evolving needs of the business.
• Drives the development of strategic solutions for our clients and manages internal resources to fulfill these strategies on time, on budget and with maximum efficiency of resources.
• Owns and drives client retention and satisfaction and serves as voice of the customer.
• Collaborate with leadership to align client services strategies with company goals, ensuring a clear roadmap for growth and scalability.
• Identify opportunities to improve workflows and implement best practices for customer support, onboarding, and engagement.
• Define and monitor KPIs for client satisfaction, service quality, and operational efficiency, using data to drive continuous improvement.
• Leverage deep vertical knowledge to position the company as a trusted partner and thought leader within the industry.

Requirements
• Proven experience building and scaling a client support team for a SaaS company, including hands-on involvement in team structure and process development.
• Deep vertical experience, enabling you to address unique client challenges and opportunities effectively.
• Demonstrated success working in startup environments, navigating challenges, and driving growth in a lean environment.
• 10+ years of experience in a leadership role managing client services, operations, or customer success teams.
• Ability to develop and execute long-term strategies aligned with business objectives.
• Strong track record of improving customer service processes, optimizing resource allocation, and meeting KPIs.
• A passion for delivering exceptional client experiences and a commitment to understanding and addressing client needs.
• Proficiency in data-driven decision-making to track performance, forecast trends, and improve operations.
• Exceptional written and verbal communication skills, with the ability to engage effectively with clients, stakeholders, and team members.
• Experience in industries such as oil and gas, energy, fintech, or ERP software is a plus.