What are the responsibilities and job description for the Head of Professional Services position at Klarity?

Location : San-Francisco / Bay-Area

Job Type : Full-time

About Klarity

Klarity is building a fully automated back-office. We help our customers like Google, Cloudflare, CrowdStrike, DoorDash, and Zoom reduce OpEx, accelerate turnaround times and increase compliance.

Our customers include companies like Google, Cloudflare, CrowdStrike, DoorDash, and Zoom. They use Klarity to 1) save time and money, 2) reduce compliance risk, and 3) speed up manual contract review.

We found strong Product Market Fit in 2020 and just raised a $70m Series B in June 2024.

The Role

We are looking to hire our first Head of Professional Services to deliver excellent implementation experiences to our customers. Klarity's customers are Fortune 2000 companies. Each implementation is a highly complex, white-glove project with integrations, customer design, and solutioning necessary.

Klarity has a relatively small number of very high-value customers, each with $1m potential. Our NRR is far above 100%. Every successful implementation rapidly leads to upsells. This role is absolutely critical to Klarity's growth.

Your Mission

Transform Klarity enterprise implementations into a smooth, repeatable motion.
Own white-glove implementations for Fortune 2000 customers, including heavy integrations and customizations ($150k-$1M starting ACV).
Partner closely with Customer Success, Engineering, and (offshore) Operations teams on implementations.
Build and optimize high-quality implementation playbooks for new use cases.
Serve as the main point of escalation for complex customer issues.
Build a hiring pipeline for and successfully hire key Functional (Finance and Accounting) and Technical roles onto the team.
Manage partner engineering team supporting implementations.
Set and monitor KPIs to improve efficiency while maintaining quality.
Own PS P&L; resource utilization, margins, and implementation pricing.

NOTE : We are not optimizing for PS revenue / Profit or your ability to bring business in the door (Sales). It's all about nailing implementation.

You Are

Excellent at building process quickly and creating order from chaos.

Someone who thrives in ambiguity. You take extreme ownership and find a way to deliver great outcomes for our customers.

Exceptional at leading and building high performing teams. You have a track record of hiring high-functioning Individual contributors.

Outstanding building rapport with CFOs, CAOs, Controllers, IT and InfoSec stakeholders. You build strong 1-1 exec relationships.

An excellent communicator who consistently delivers certainty and comfort to customers in tense situations.

Techno-Functional : Able to get "into the weeds" with both functional (Finance / Accounting) and technical experts.

Deeply interested in AI.

You pick up new products quickly without structured enablement.

Skilled at setting up scalable delivery models.

Your Experience

A consistent track record of running complex implementations on time and in-budget.

10 years in Professional Services with 5 of those years in leadership.

Worked with a high-growth, high-speed startup at Series A / B / C Stage.

Experience working with Finance / Accounting personas at US Fortune 2000 customers at a $150k-$2m ACV.

Previously ran implementations / services for Finance and Accounting products.

Built implementation playbooks from ground up in environments with diverse use-cases.

Managed teams of 20 and scaled orgs in high-growth environments.

Proven track record hiring technical and functional (Finance / Accounting) experts in US.

Strong experience collaborating with offshore operations teams.

Experience managing PS P&L with proven ability to hit utilization and margin targets.

Bonus Points

Background in Automation or Intelligent Document Processing space.

Background as a Finance / Accounting professional.

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Salary : $150,000

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