Vice President of Member Experience

Position Overview

Finalis is seeking senior leaders to drive high-quality support and enhance the experience for our platform users. The Head of Professional Services will manage global core services teams to build the world’s greatest dealmaking platform, while the Vice President of Member Experience will spearhead a unified strategy that optimizes the entire customer journey—from go-to-market efforts to product and operational excellence. The VP of Member Experience reports to the CRO of Finalis.

Key Responsibilities

• Manage global core services teams and build a dealmaking platform to ensure every user receives high-quality support.
• Leadership & Strategy: Lead and drive the vision for the Banker Experience, ensuring alignment across go-to-market, customer success, product, design, engineering, data, and back-office operations.
• Cross-functional Collaboration: Partner with product, design, engineering, and data teams to define, prioritize, and deliver features that optimize platform usability.
• User-Centric Focus: Understand banker needs and tailor the platform's tools, workflows, and resources to enhance their effectiveness and efficiency.
• Process, Systems & Policy Optimization: Define and implement policies, processes, and best practices to streamline the customer journey and enable scalability.
• Performance & Growth: Set clear Objectives and Key Results (OKRs) to continuously measure and optimize satisfaction, platform adoption, and business outcomes.
• Innovation & Thought Leadership: Serve as a strategic thought leader to ensure the Banker experience remains innovative and aligned with industry trends.

Required Qualifications

• At least 5 years of Vice President–level leadership experience managing teams of over 15 employees.
• Experienced Customer Success & Delivery Leader with proven expertise in SaaS organizations serving thousands of global clients.
• Strong cross-functional collaboration with demonstrated success working across product, design, engineering, and data teams.
• Customer Engagement Expertise: Skilled in managing customer-facing engagements, resolving issues, and communicating effectively with stakeholders.
• Operational Excellence & Innovation: Passionate about leveraging technology and innovation to solve business challenges and drive operational outcomes.
• Strategic Business Acumen: Ability to translate complex market needs into actionable strategies that drive customer satisfaction.
• Delivery & Project Management: Hands-on experience in project planning, budget/milestone control, release planning, and leading high-performing teams.
• Coaching & Team Leadership: Proven ability to guide teams toward achieving objectives while remaining open to feedback and new ideas.
• Execution-Oriented & Proactive: Highly organized and responsive with a strong ability to drive projects to completion.

Preferred Qualifications

• Associate's or Bachelor's Degree in engineering, business, computer science, or a related field.
• Previous experience managing revenue, including renewals, expansions, or commissions.
• Demonstrated time management and prioritization skills with a focus on continuous improvement.
• Exceptional written and spoken English.
• Ability to handle confidential information.
• Proven ability to work swiftly with a high sense of urgency and adapt to shifting priorities and deadlines.
• A flexible, patient, and persistent approach with a strong team spirit.

Benefits & Perks

• 100% Remote work (Work from wherever you want!)
• Competitive USD salary
• High-Speed Internet expenses allowance
• Generous Paid time-off (Vacation Time!)
• Additional 17 Flex Days (to use on national holidays or personal matters)
• Professional Growth Benefits in our E-Learning Platform (Coursera) (take your skills to the next level!) 🚀
• People Team Partner (to address your roadblocks and customize an action plan for your career path)
• Buddy Program
• Virtual After-Office Activities
• Diverse Culture & Inclusive environment
• Benefits: Benefits Package [if applicable]
• Benefits: Paid Family Leave [if applicable]