At a Glance
- Tasks: Lead and transform Professional Services, ensuring high-quality customer experiences.
- Company: Artlogic, a leading tech platform for the art world, expanding globally.
- Benefits: Flexible working, free eye tests, and a commitment to inclusivity.
- Other info: Join a dynamic team in a hybrid working environment based in London.
- Why this job: Shape the future of art technology while driving impactful change.
- Qualifications: Experienced leader in client-facing project services with strong people skills.
The predicted salary is between 56700 - 69300 £ per year.
- Works
- With: Customer Success, Support, Sales, Productand Engineeringteams
Manages
- Term: Interim
- Aboutus
Artlogicisaleadingtechnologyplatformfortheartworld.
Foundedin1989, Artlogicempowersover6,000galleries, dealers, andartprofessionalsworldwidetostreamlinetheiroperationsandgrowtheirbusinesses.
Thecompany’sintegratedplatformcombinesinventorymanagement, CRM, websites, sales, marketing, andpaymenttools, everythingneededtorunamodernandsuccessfulartbusiness.
In2021, Artlogicwasacquiredbytechinvestors Cove Hill Partnerstoaccelerateinnovationandexpanditsglobalreach.
Sincethen, thecompanyhasdoubledinsize, withemployeesacross London, New York, Atlanta, and Cape Town.
Today, Artlogicisenteringanexcitingnewchapterthroughitsmergerwith Art Cloud, anotherindustryleaderinarttechnology.
Together, thetwocompaniesareunitingcomplementaryplatformstobuildthemostcomprehensive, forward-thinkingsolutionfortheartworld.
Thiscollaborationbringstogetherdeepexpertiseacross CRM, sales, marketing, inventory, payments, and AI-poweredtools, empoweringgalleries, artists, andcollectorsworldwide.
Joining Artlogicmeansbecomingpartofagrowingglobalteamthatisshapingthefutureofhowartisbought, sold, andmanaged, bothonlineandinperson.
Abouttherole
Workingcloselywiththe VPof Customersandwiderleadershipteam, youwillassessthecurrent Professional Servicesfunctionandimplementpracticalimprovementsacrosspeople, processes, customerjourneys, projectdelivery, toolingandwaysofworking.
Youwillbuildonthedeepexpertisealreadywithin Migration Servicesand Design Studiowhilecreatinggreateralignment, accountabilityandconsistencyacrossthefunction.
Professional Servicesplaysanimportantroleinsomeofthemostsignificantmomentsinacustomer'srelationshipwith Artlogic.
Whethermigratingyearsofbusiness-criticaldata, deliveringanewwebsiteorsupportingacustomerthroughcomplexchange, youwillensurecustomersreceiveathoughtful, seamlessandconsistentlyhigh-qualityexperiencefromsalethroughdeliveryandhandover.
Youwillalsostrengthenthecommercialcontributionof Professional Services, partneringcloselywith Salesand Customer Successtoensureprojectsarescopedanddeliveredsustainably, customerrisksareidentifiedearlyandopportunitiestocreateadditionalvaluearerecognisedandactedupon.
Key Responsibilities
- Leading Professional Services
- Leadthe Professional Servicesfunctionthroughtransformation, bringing Migration Servicesand Design Studiotogetherwithclearpriorities, ownershipandwaysofworking.
- Assessandimprovethe Professional Servicesoperatingmodel, projectjourneys, processes, governanceandtoolingtodriveconsistency, efficiencyandcustomeroutcomes.
- Buildontheexpertisealreadywithin Professional Services, givingexperiencedspecialiststheclarity, autonomyandsupporttodeliverhigh-qualityoutcomes.
- Usecustomer, projectandoperationaldatatoidentifytrends, managerisksandopportunitiesandinformdecision-making.
- Establishconsistentmanagementrhythms, includingone-to-ones, performancereviews, coachingandteammeetings.
- Leadtheteamthroughorganisationalchange, creatingclarityandmomentumwhileencouragingcollaboration, knowledgesharingandcontinuousimprovement.
- Customer Experience&Project Delivery
- Owntheend-to-end Professional Servicescustomerexperience, ensuringprojectsaredeliveredtoaconsistentlyhighstandard, withinagreedscopeandtimelines.
- Strengthenthecustomerjourneyfromsalethroughdeliveryandhandover, establishingclearownershipandseamlesstransitionsbetween Sales, Professional Servicesand Customer Success.
- Actasaseniorescalationpointforcomplexorsensitivecustomersituations, balancingcustomeroutcomeswithcommercialandoperationalconsiderations.
- Ensurecustomerrisksaresurfacedearlyandmanagedeffectivelywith Customer Successandotherrelevantteams.
- Resolverecurringoperationalandcustomerchallengesatrootcause, embeddingsustainableimprovements.
- Professional Services Operations&Transformation
- Assessandoptimise Professional Servicesoperations, includingprojectprocesses, customerjourneys, tooling, automationandoperationalefficiency.
- Commercial Impactof Professional Services
- Develop Professional Servicesasaneffectivepartnerto Sales, Customer Successandthewider Customerorganisation, contributingtoretentionandlong-termcustomervalue.
- Partnerwith Salesoncomplexservicerequirements, projectscoping, pricinganddiscountrequests, balancingcustomerneedswithsustainabledelivery.
- Identifyopportunitiesfor Professional Servicestosolveadditionalcustomerproblems, deepenrelationshipsandcreatevaluebeyondindividualprojects.
- Strategic Migrations&Art Cloud
- Leadandprovidesenioroversightofstrategic Professional Servicesinitiativesthatimprovecustomerexperience, effectivenessandscalability.
- Ownthe Professional Servicescontributiontoprogrammessupportingandacceleratingcustomermigrationsto Art Cloud, ensuringclearpriorities, ownership, governanceanddelivery.
- Developmigrationapproaches, customercohorts, sequencingandtimelineswithkeystakeholdersacrossthebusiness.
- Maintainoversightofprogrammeprogress, dependencies, risksandissues, ensuringappropriateactionistaken.
- Ownseniorcustomerescalationsrelatingtostrategicmigrationprogrammesanddriveissuesthroughtoresolution.
- Leadrelevanttesting, pricing, processandcross-functionalinitiativesrequiredtodeliver Artlogic'smigrationstrategy.
- Cross-Functional Leadership
- Buildstrongworkingrelationshipsacross Customer Success, Sales, Support, Productand Engineeringtocreateaunifiedcustomerexperience.
- Establishclearownership, handoversandwaysofworkingbetween Professional Servicesandteamsacrossthecustomerlifecycle.
- Createeffectivecustomerandteamfeedbackloopsthatinformproductdevelopmentandoperationalimprovements.
- Identifyandremovecross-functionalblockersaffectingcustomeroutcomes, bringingtogethertherightstakeholderstodriveresolution.
- Supportexecutivereportingthroughclearanalysisandrecommendationson Professional Servicespriorities, risksandopportunities.
About You
- Anexperiencedleaderfromaclient-facing, project-basedservicesenvironment, ideallywithinacreativeagency, designstudio, digitalbusinessorsimilarenvironment.
- Experiencedeliveringormanagingclientprojectsdirectlybeforeprogressingintoaleadershiporplayer-coachrolewouldbeadvantageous.
- Astrongpeopleleaderwhocanbringtogetherestablishedteams, buildonexistingexpertiseandcoachanddevelopspecialistsandmanagers.
- Abletoquicklyunderstandanexistingfunction, identifyopportunitiesforimprovementandturnstrategyintopracticalaction.
- Experiencedevelopingscalableprojectdeliveryprocesses, governanceandwaysofworking, includingcapacityplanning, resourceallocationandprioritisation.
- Strongcustomerjudgementandconfidencemanagingcomplexorsensitiveescalationswhilebalancingcustomerneedswithcommercialandoperationalrealities.
- Commerciallyandanalyticallyminded, comfortableusingcustomer, projectandoperationaldatatoidentifyriskandmakeinformeddecisions.
- Experiencedworkingcross-functionallywith Sales, Customer Success, Support, Productand Engineering.
- Comfortablebalancingstrategicleadershipwithhands-ondeliveryandoperatingeffectivelythroughchangeandambiguity.
- Acustomer-first, pragmaticapproach, withafocusonleavingbehindstrongerteamsandsustainablewaysofworking.
- Whatweoffer
- Flexibleworking
- Freeeyetest
Artlogicisanequalopportunitiesemployer. Wearecommittedtofairandinclusiverecruitmentandemploymentpractices. Wewelcomeapplicationsfromallsuitablyqualifiedcandidates.
Wearecommittedtomakingreasonableadjustmentsfordisabledapplicantsandemployees.
Ifyouhaveadisabilityandwouldlikeustomakeadjustmentstotheapplicationorinterviewprocess, ortodiscussanyadjustmentstotherole, pleaseletusknow.
Pleasenotethatthispositionis UK-basedandinvolveshybridworkingwithattendanceatour Londonofficeforaminimumof2dayseachweek, tosupporteffectivecollaborationandengagement.
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Interim Head of Professional Services employer: Artlogic Media Limited
Artlogic Media Limited is an exceptional employer that fosters a dynamic and collaborative work culture in the heart of London. With a strong focus on employee growth, we offer numerous opportunities for professional development and transformation within the customer success domain. Our commitment to innovation and excellence ensures that you will be part of a forward-thinking team dedicated to enhancing customer experiences and driving impactful change.
