Head of Professional Services

B2B SaaS PropTech

Location: Hybrid – London or Manchester

Contract Type: Permanent

Salary: £60,000 - £70,000

• Lead the delivery of onboarding and project-based services for a pioneering SaaS PropTech business
• Drive the success of high-profile clients through seamless implementations, training, and value-add services
• Collaborate with cross-functional teams to align services with evolving customer needs and platform advancements
• Thrive in a purpose-driven culture committed to digitalization, sustainability, and social responsibility

Our client, a trailblazer in the B2B PropTech space, is seeking an exceptional Head of Professional Services to spearhead the delivery of onboarding and project-based services across their innovative platforms. This pivotal role presents an exciting opportunity to drive client success, foster cross-functional collaboration, and contribute to the company's mission of connecting people, process, and property through cutting-edge digitalization.

The Company

With an impressive footprint spanning six regions in Europe, our client has solidified its position as a trusted provider of SaaS solutions for the property industry. Boasting an extensive customer base of over 13,000 and managing 18 million units, this forward-thinking organization employs a diverse team of more than 2000 professionals, each bringing local expertise and a passion for innovation. Their unwavering commitment to digitalization enables them to empower customers with effective property management tools and superior digital experiences. Equally important is their dedication to a sustainable future, focusing on environmental, economic, and social dimensions through technology that promotes affordable housing and energy efficiency.

The Role

As the Head of Professional Services, you will play a pivotal role in leading the delivery of onboarding and project-based services across the company's flagship platforms. Your expertise will be instrumental in managing a high-performing team that supports customers through seamless implementations, comprehensive training, and value-add service engagements. This position offers a unique opportunity to collaborate with cross-functional teams, ensuring that services align with evolving customer needs and platform advancements while driving the success of high-profile clients in the property industry.

What you'll do

• Manage a high-performing team that supports customers through implementations, training, and value-add service engagements
• Serve as the primary owner of incoming Professional Services requests, including scoping, quoting, and resource allocation
• Collaborate with Sales, Customer Success, and Product teams to align services with customer needs and platform evolution
• Track delivery performance, utilization, and revenue contribution of services work
• Develop standardized processes and tools for efficient project delivery
• Line-manage the Customer Trainer and ensure training material is up to date and impactful
• Continuously identify areas for service improvement and expansion
• Build and maintain business continuity and succession planning as the business grows

What you'll need

• Proven experience leading a Professional Services function in a SaaS environment
• Strong commercial acumen with experience quoting and pricing services
• Excellent leadership and people development skills
• Track record of delivering customer projects on time and within scope
• Strong stakeholder management and cross-functional collaboration abilities
• Excellent written and verbal communication skills

Desirable:

• Experience with housing or property technology clients
• Formal project management qualification (e.g., Prince2, PMP)
• Experience using Salesforce, Planhat, or similar CS/CRM tools
• Experience using AI in a professional capacity to drive business outcomes

Benefits

• 25 days of annual leave + public holidays
• 5% matching employer pension contribution
• Private healthcare cover and cash plan
• Employee Assistance Programme
• Life Assurance (4x base salary)
• Enhanced parental leave

Alongside a comprehensive benefits package, you'll be immersed in a purpose-driven culture that values digitalization, sustainability, and social responsibility. Our client fosters an environment where collaboration, innovation, and personal growth are encouraged, providing ample opportunities for career advancement and professional development.