Vice President/Head of Commercial and Operations Solutioning

• This role exists to make sure we win the right deals and deliver them well
• The Head of Commercial and Operations Solutioning sits between our commercial teams, our operations teams and our customers
• They support the teams to turn what a prospect or customer needs into a solution our platform can deliver, and they make sure the way we deliver it works in practice, at pace and with control
• Their involvement increases with the complexity and value of the solution
• It is a hands-on role
• The person in it will spend time with prospects and customers, in deal reviews, and inside our operational processes to deliver our moments of truth
• Technical account management
• Act as the technical account manager for our most demanding customers, such as Anna, who need more than a standard account manager
• That means owning the relationship day to day, understanding how the customer has built on our platform, and being the person they call when something complex needs solving
• It also means developing and agreeing strong retention, growth and expansion plans, getting ahead of problems rather than reacting to them, and making sure what we have promised is what we deliver
• Sales solutioning and technical sales
• Partner with the sales and account management teams on live opportunities
• Where a prospect or customer has more complex requirements to move money, this person will get directly involved in the deal to support the sale: joining prospect and customer conversations, understanding what they need, mapping their money flows, and designing how the platform delivers them
• They will carry a number of complex and high value deals at any one time and own the solution shape on each: which products, which flows, what the customer experience looks like, and what it takes operationally to deliver it
• Operational solutioning
• Work across commercial and operations to improve how we deliver the key moments of truth in the customer journey
• Identify where delivery is slow, manual or inconsistent, design better ways of working, and see them through to implementation
• Make sure what we promise in the sales process is what operations can deliver, and that the two stay aligned
• Sales tools, training and enablement
• Develop the tools and training the sales and account management teams need to demo and sell the platform to our ideal customer profiles with confidence
• Make sure the commercial teams understand what the platform can do and how money moves through it, so that standard deals can be sold well without specialist support
• What this person will own:
• The solution design on complex or high value opportunities, from first prospect conversation through to handover to delivery via a scoped statement of work
• A programme of improvements to how commercial and operations work together to deliver the moments of truth in the customer journey
• The tools, training and materials that make the sales and account management teams proficient in demoing and selling the platform to our ideal customer profiles
• The feedback loop from deals and delivery back into how we sell and operate
• Level and reporting:
• VP / Head of
• Reports to the Chief Operating Officer
• Sits on the Commercial and Operations ExCo

Benefits

• Contributory pension
• Life assurance
• Health insurance through BUPA
• Our Employee Assistance Programme offers a 24/7 confidential advice line for health, bereavement and other areas of support
• 25 days holiday per year + your birthday off
• We are members of the cycle to work scheme
• We offer Season Ticket Loans
• Free onsite Nuffield Health gym & pool (London) and discounted gym membership elsewhere
• Interbank currency rates on travel money and international transfers
• Opportunities for progression, development and learning new skills

Works at pace but with control. Understands that in a regulated payments business, speed and rigour have to go togetherExperience building or running sales enablement or training on a technical product is valuableA proven doer who is comfortable working directly with prospects and customers as well as inside internal teams. Collaborative by instinct, with the credibility to bring commercial and operations people togetherAble to translate between customers, sales people and operations teams: technical enough to be credible, commercial enough to help win deals, practical enough to make delivery workExperience in a solutions, pre-sales, solutions consulting or technical sales role in payments, fintech or a related field, ideally at a senior levelDeep understanding of money flows: how payments, accounts, FX and settlement work in practice, and how a platform delivers them for a business customerWorks at all levels, from ExCo down. Comfortable presenting to and working with executives, and equally comfortable getting into the detail with the people doing the workMakes things happen with intensity and precision. Drives work forward at pace and gets the detail right, without needing to be chasedWorks across functions, including with both the first and second lines of defence, so that solutions are commercially strong and stand up to risk and compliance scrutinyCustomer obsessed. They start with what the customer is trying to achieve and work back from there, in deals and in how we deliver

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