WorksWith:CustomerSuccess,Support,Sales,ProductandEngineeringteams
Manages:
Hours:37.5pw(9.30am–6pmMondaytoFriday)
Term:Interim
Location:London
Aboutus
Artlogicisaleadingtechnologyplatformfortheartworld.Foundedin1989,Artlogicempowersover6,000galleries,dealers,andartprofessionalsworldwidetostreamlinetheiroperationsandgrowtheirbusinesses.Thecompany’sintegratedplatformcombinesinventorymanagement,CRM,websites,sales,marketing,andpaymenttools,everythingneededtorunamodernandsuccessfulartbusiness.
In2021,ArtlogicwasacquiredbytechinvestorsCoveHillPartnerstoaccelerateinnovationandexpanditsglobalreach.Sincethen,thecompanyhasdoubledinsize,withemployeesacrossLondon,NewYork,Atlanta,andCapeTown.
Today,ArtlogicisenteringanexcitingnewchapterthroughitsmergerwithArtCloud,anotherindustryleaderinarttechnology.Together,thetwocompaniesareunitingcomplementaryplatformstobuildthemostcomprehensive,forward-thinkingsolutionfortheartworld.ThiscollaborationbringstogetherdeepexpertiseacrossCRM,sales,marketing,inventory,payments,andAI-poweredtools,empoweringgalleries,artists,andcollectorsworldwide.
JoiningArtlogicmeansbecomingpartofagrowingglobalteamthatisshapingthefutureofhowartisbought,sold,andmanaged,bothonlineandinperson.
Abouttherole
WorkingcloselywiththeVPofCustomersandwiderleadershipteam,youwillassessthecurrentProfessionalServicesfunctionandimplementpracticalimprovementsacrosspeople,processes,customerjourneys,projectdelivery,toolingandwaysofworking.YouwillbuildonthedeepexpertisealreadywithinMigrationServicesandDesignStudiowhilecreatinggreateralignment,accountabilityandconsistencyacrossthefunction.
ProfessionalServicesplaysanimportantroleinsomeofthemostsignificantmomentsinacustomer'srelationshipwithArtlogic.Whethermigratingyearsofbusiness-criticaldata,deliveringanewwebsiteorsupportingacustomerthroughcomplexchange,youwillensurecustomersreceiveathoughtful,seamlessandconsistentlyhigh-qualityexperiencefromsalethroughdeliveryandhandover.
YouwillalsostrengthenthecommercialcontributionofProfessionalServices,partneringcloselywithSalesandCustomerSuccesstoensureprojectsarescopedanddeliveredsustainably,customerrisksareidentifiedearlyandopportunitiestocreateadditionalvaluearerecognisedandactedupon.
KeyResponsibilities
LeadingProfessionalServices
- LeadtheProfessionalServicesfunctionthroughtransformation,bringingMigrationServicesandDesignStudiotogetherwithclearpriorities,ownershipandwaysofworking.
- AssessandimprovetheProfessionalServicesoperatingmodel,projectjourneys,processes,governanceandtoolingtodriveconsistency,efficiencyandcustomeroutcomes.
- BuildontheexpertisealreadywithinProfessionalServices,givingexperiencedspecialiststheclarity,autonomyandsupporttodeliverhigh-qualityoutcomes.
- Usecustomer,projectandoperationaldatatoidentifytrends,managerisksandopportunitiesandinformdecision-making.
- Establishconsistentmanagementrhythms,includingone-to-ones,performancereviews,coachingandteammeetings.
- Leadtheteamthroughorganisationalchange,creatingclarityandmomentumwhileencouragingcollaboration,knowledgesharingandcontinuousimprovement.
CustomerExperience&ProjectDelivery
- Owntheend-to-endProfessionalServicescustomerexperience,ensuringprojectsaredeliveredtoaconsistentlyhighstandard,withinagreedscopeandtimelines.
- Strengthenthecustomerjourneyfromsalethroughdeliveryandhandover,establishingclearownershipandseamlesstransitionsbetweenSales,ProfessionalServicesandCustomerSuccess.
- Actasaseniorescalationpointforcomplexorsensitivecustomersituations,balancingcustomeroutcomeswithcommercialandoperationalconsiderations.
- EnsurecustomerrisksaresurfacedearlyandmanagedeffectivelywithCustomerSuccessandotherrelevantteams.
- Resolverecurringoperationalandcustomerchallengesatrootcause,embeddingsustainableimprovements.
ProfessionalServicesOperations&Transformation
- AssessandoptimiseProfessionalServicesoperations,includingprojectprocesses,customerjourneys,tooling,automationandoperationalefficiency.
CommercialImpactofProfessionalServices
- DevelopProfessionalServicesasaneffectivepartnertoSales,CustomerSuccessandthewiderCustomerorganisation,contributingtoretentionandlong-termcustomervalue.
- PartnerwithSalesoncomplexservicerequirements,projectscoping,pricinganddiscountrequests,balancingcustomerneedswithsustainabledelivery.
- IdentifyopportunitiesforProfessionalServicestosolveadditionalcustomerproblems,deepenrelationshipsandcreatevaluebeyondindividualprojects.
StrategicMigrations&ArtCloud
- LeadandprovidesenioroversightofstrategicProfessionalServicesinitiativesthatimprovecustomerexperience,effectivenessandscalability.
- OwntheProfessionalServicescontributiontoprogrammessupportingandacceleratingcustomermigrationstoArtCloud,ensuringclearpriorities,ownership,governanceanddelivery.
- Developmigrationapproaches,customercohorts,sequencingandtimelineswithkeystakeholdersacrossthebusiness.
- Maintainoversightofprogrammeprogress,dependencies,risksandissues,ensuringappropriateactionistaken.
- Ownseniorcustomerescalationsrelatingtostrategicmigrationprogrammesanddriveissuesthroughtoresolution.
- Leadrelevanttesting,pricing,processandcross-functionalinitiativesrequiredtodeliverArtlogic'smigrationstrategy.
Cross-FunctionalLeadership
- BuildstrongworkingrelationshipsacrossCustomerSuccess,Sales,Support,ProductandEngineeringtocreateaunifiedcustomerexperience.
- Establishclearownership,handoversandwaysofworkingbetweenProfessionalServicesandteamsacrossthecustomerlifecycle.
- Createeffectivecustomerandteamfeedbackloopsthatinformproductdevelopmentandoperationalimprovements.
- Identifyandremovecross-functionalblockersaffectingcustomeroutcomes,bringingtogethertherightstakeholderstodriveresolution.
- SupportexecutivereportingthroughclearanalysisandrecommendationsonProfessionalServicespriorities,risksandopportunities.
AboutYou
- Anexperiencedleaderfromaclient-facing,project-basedservicesenvironment,ideallywithinacreativeagency,designstudio,digitalbusinessorsimilarenvironment.
- Experiencedeliveringormanagingclientprojectsdirectlybeforeprogressingintoaleadershiporplayer-coachrolewouldbeadvantageous.
- Astrongpeopleleaderwhocanbringtogetherestablishedteams,buildonexistingexpertiseandcoachanddevelopspecialistsandmanagers.
- Abletoquicklyunderstandanexistingfunction,identifyopportunitiesforimprovementandturnstrategyintopracticalaction.
- Experiencedevelopingscalableprojectdeliveryprocesses,governanceandwaysofworking,includingcapacityplanning,resourceallocationandprioritisation.
- Strongcustomerjudgementandconfidencemanagingcomplexorsensitiveescalationswhilebalancingcustomerneedswithcommercialandoperationalrealities.
- Commerciallyandanalyticallyminded,comfortableusingcustomer,projectandoperationaldatatoidentifyriskandmakeinformeddecisions.
- Experiencedworkingcross-functionallywithSales,CustomerSuccess,Support,ProductandEngineering.
- Comfortablebalancingstrategicleadershipwithhands-ondeliveryandoperatingeffectivelythroughchangeandambiguity.
- Acustomer-first,pragmaticapproach,withafocusonleavingbehindstrongerteamsandsustainablewaysofworking.
Whatweoffer
- Flexibleworking
- Freeeyetest
Artlogicisanequalopportunitiesemployer.Wearecommittedtofairandinclusiverecruitmentandemploymentpractices.Wewelcomeapplicationsfromallsuitablyqualifiedcandidates.
Wearecommittedtomakingreasonableadjustmentsfordisabledapplicantsandemployees.Ifyouhaveadisabilityandwouldlikeustomakeadjustmentstotheapplicationorinterviewprocess,ortodiscussanyadjustmentstotherole,pleaseletusknow.
PleasenotethatthispositionisUK-basedandinvolveshybridworkingwithattendanceatourLondonofficeforaminimumof2dayseachweek,tosupporteffectivecollaborationandengagement.
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