Head of Professional Services

Finalis is building the largest investment banking platform in the world.

🚀 What does Finalis do?

Finalis is the leading platform enabling the securities brokerage landscape to operate legally and compliantly. The firm delivers a white-labeled regulatory affiliation and compliance back-office solution that supports a wide range of private market dealmaking including M&A, capital raising, private placements, direct participation programs, fintech marketplaces, and alternative investment sponsors.

Finalis provides additional leverage to securities brokers with the Finalis Platform, which delivers a hassle-free deal management solution and a Marketplace that connects brokers with one another to gain insights and explore collaborations.

Launched in 2020 and growing rapidly, the SF- and NYC-based firm is on a mission to power dealmakers by building the world’s largest dealmaking platform.

Join us in disrupting the securities industry, for good.

🌍 How does Finalis work?

We are a fully-remote company with Finalists distributed between the time zones of Eastern Standard Time and Eastern European Time .

If you’re located outside this time zone range, depending on the needs of your team, you may be requested to be available during specific hours.

Although we don’t have an official physical place to work, we promote gathering with your team or other colleagues whenever possible.

🤝 What about your team?

Finalis is looking for an extraordinary individual to manage our global core services teams and help build the world’s greatest dealmaking platform. This role will play a critical role in building teams to ensure that every platform user feels that they have been provided high quality support. The Head of Professional Services will help define strategy, hire and enable teams of A-players, implement new processes and help educate our user base on value-additive changes to the Finalis platform.

💬 Who are we looking for?

• An experienced Professional Services/Delivery leader who has a solid understanding of SaaS products and the delivery of services required to make a SaaS company successful.

• Responsible for the successful delivery of consulting services and management of customer engagements.

• Proven capability with customer facing engagements, meetings, issues and communications.

• Creating and improving services to meet the needs and expectations of customers.

• Improve the service quality, and the interaction between the service provider and its users.

• Understanding of project management methods, frameworks and techniques.

• Understanding of design thinking, product management, SDLC, release plan process.

• Manage plans, goals, and objectives for Onshore & Offshore Model for multiple clients across the globe.

• Project planning and progress monitoring, including budget control and milestone control.

• A hands-on “player/coach” who can get work done while leading a delivery team to build a highly successful Professional Services/Delivery function in the company.

• An open, collaborative and pragmatic mindset to facilitate decisions according to each scenario and challenge.

• Strong verbal and written communication skills to work collaboratively in a multidisciplinary environment with different stakeholders.

• Open to feedback, discard ideas for better ones, and value constructive criticism.

• Ensure that service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost-efficient manner.

• Be a guide and coach for the teams to achieve articulated OKRs and other objectives.

• You are proactive and have an incredible attitude, you focus on what can go right and take ownership in all you do.

• You are organized and extremely responsive to internal and external stakeholders.

• You are extremely effective with setting expectations and driving projects to completion.

• Establish the most effective practices to ensure good results and objectives are accomplished.

• Focus on the experience, including customer interactions, service delivery, and support processes.

Bonus Track!

• 7 - 10+ years in a delivery of professional services leadership role with experience hiring and scaling delivery teams across multiple pillars while managing direct reports across countries

• At least an Associate's or Bachelor's Degree in engineering, business, computer science or related field.

• Demonstrated leadership and problem solving skills.

• Demonstrated expertise of the Professional Services (or also Delivery) Function in a SaaS business.

• Demonstrated time management and prioritization skills with an eye for continuous improvement.

• You have exceptional written and spoken English

• You have Google Workspace experience

• You have excellent communication skills

• You have strong organizational skills

• You can handle confidential information

• You have the ability to work swiftly with a high sense of urgency and be comfortable with shifting priorities and deadlines

• You are a self-starter, quick learner and highly organized with attention to detail

• You have the ability to follow up; know what's going on at all times and respond quickly

• You are flexible, patient, persistent and have a team spirit attitude

✨ What will you be doing?

• Lead and develop Finalis’ Customer Support, Professional Services and Fulfillment teams, share best practices, provide performance feedback and coaching and ensure teams work together to accomplish Finalis’ objectives.

• Prepare and review team and product performance metrics and provide recommendations to senior leadership, cross-functional stakeholders and team members for improvement.

• Perform and collaborate as a member of the management team with a focus on company success based on the business plan and the needs of platform users.

• Lead the planning, preparation, execution and assessment of strategic initiatives, including new processes, systems, tools and training across Delivery teams.

• Create and publish a strategic plan for the Delivery function that explicitly aligns with the company vision, contribute to product problem solving and identify and identify problems for our user experience.

• Understanding how these patterns interweave and support each other are important aspects of the character of design and service

• Provide a delightful user experience that helps fill product gaps and provide feedback to the product and go-to-market teams on improving product and messaging.

• Create and deploy the fulfillment methodology and reporting tools to ensure all delivery efforts are managed and measured.

• Provide recommendations to leadership and the product and sales teams to improve existing products and expand product features to ensure every user has a delightful experience.

• Provide recommendations as to services models for new user types and products.

• Participates in testing features and provides meaningful feedback to R&D.

• Strong awareness of industry best practices and shows proven execution of best practices throughout work assessment.

• Work with subject-matter experts to enhance their knowledge to ensure Finalis is the dominant thought leader within its existing and future markets.

• Hire, manage, scale and direct all team members within the Delivery team and function.

• Work closely with product management on all aspects of the services that are considered a part of the product.

• Manage your own P&L for the revenue and expenses of the Delivery functions and collaborate with the Finance team on capacity planning, resource requests and areas of investment.

• Ensure team(s) maintain focus on quality and continuous delivery and build effective relationships with cross-functional stakeholders.

• Maintain reports, records, and documentation to reflect department activities, and maintain confidentiality of users and user materials.

• Own the process and outcomes for resolving client issues, and produce work of consistent high quality with little to no oversight.

• Performing ongoing industry research

• Maintain contact with clients at an executive level, focusing on the strategic nature of the relationship.

• Demonstrate appropriate judgment when utilizing internal business resources to solve client needs.

• Follow quality service standards and comply with procedures, rules and regulations.

• Track and escalate business issues and blockers, and manage risks and dependencies.

• Create a positive, inclusive and engaging culture across teams.

The Head of Professional Services reports to the CEO of Finalis.

🌟 What do we offer?

• 100% Remote work (Work from wherever you want!)

• Competitive USD salary

• USD $20 per month for Internet expenses

• Paid time off (Vacation and Flex Days)

• Professional Growth Opportunities

• Buddy Program

• Virtual After-Office Activities

• Diverse Culture & Inclusive environment

🌈 Why work with Finalis?

We are a fast-paced startup which will enable you to develop skills quickly and work in an entrepreneurial culture where pushing limits and taking risks is everyday business. As we have Finalists from different countries and cultures, we encourage our team members to develop their soft skills, boosting their ability to adapt themselves to different backgrounds.

Finalis’ core values:

• We embody the trust we deliver

• We are extremely proactive

• We challenge conventional wisdom

• We’re passionate about our work

• We exercise stewardship with our users, investors and each other.

Finalis provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.