We are looking for a Vice President of Operations to lead our North American Operations team. This person will oversee Account Management and Renewals teams, focusing on revenue retention, growth, and operational efficiency. They will also lead our Professional Services function across the region.
The ideal candidate is a data-driven, strategic leader who thrives on accountability and embraces a solutions-not-problems mindset. They will play a crucial role in driving performance, ensuring customer satisfaction, and supporting the company’s growth objectives in North America.
Key Responsibilities
Commercial Operations & Renewals
- Lead Account Management and Renewals teams to ensure timely contract renewals and maximize account growth through upselling, cross-selling, and value-based pricing.
- Track and report on key metrics, including churn, attrition, upsell, and net price increases.
- Maintain and update the deferred revenue schedule in coordination with Finance.
- Ensure lapsed renewals are closed and collected promptly.
- Drive customer success and retention strategies to improve long-term account value.
Professional Services
- Oversee the Professional Services team to ensure efficient project delivery, client satisfaction, and profitability.
- Define service delivery standards, optimize resource allocation, and continuously improve operational processes.
Strategic Leadership
- Develop and execute operational strategies aligned with broader business goals.
- Deliver regular reports and insights to senior management on performance, trends, risks, and opportunities.
- Collaborate cross-functionally to align customer success, operations, and commercial initiatives.
Team Leadership & Development
- Inspire, manage, and mentor a high-performing team across Account Management, Renewals, and Professional Services.
- Establish clear goals, provide regular feedback, and ensure alignment on business priorities.
- Promote a culture of accountability, innovation, and continuous improvement.
Key Requirements
- 10+ years of experience in an operational leadership role, ideally in software, enterprise services, or a subscription-based business.
- Strong commercial acumen with a track record of driving revenue retention and growth.
- Proven success in managing renewals, customer accounts, and professional services functions.
- Highly numerate with excellent analytical skills; comfortable with financial reporting and operational KPIs.
- Strong interpersonal and communication skills with the ability to influence at all levels of the organization.
- Exceptional problem-solving mindset with a focus on driving solutions and removing roadblocks.
- Experience with Salesforce CRM, Great Plains, and customer success tools is a plus.
What We Offer
- A strategic leadership role with a direct impact on company performance.
- A dynamic and supportive team culture.
- Competitive salary and benefits package.
- Opportunity to shape the future of our North American operations and our wider NA business
About i2 Our intelligence analysis software tools help analysts transform data real-time enabling customers to better leverage data and to detect, disrupt and defeat sophisticated threats. Customers are better able to track critical missions across law enforcement, fraud and financial crime, military defense and national security. http://i2group.com As a Harris Computer company, we strive to create a respectful and united environment where all members of our globally diverse community are empowered and have equitable opportunities to succeed.
