VP of Post-Sales Operations

The Vice President of Post-Sales Operations is the executive owner of customer satisfaction in a mission-
critical environment. The number one responsibility of this role is to ensure Sysdyne customers are successfully implemented, fully live, reliably supported, and consistently trained, so that Sysdyne’s
software, batch systems, and hardware operate without disruption in customers’ day-to-day operations.

This role serves as the escalation ceiling for all post-sales matters and represents the post-sales organization at the leadership level. It ensures that every implementation, installation, and post-go-live
experience meets the standards required of a critical systems provider.

Critically, this role is responsible for building, enforcing, and continuously improving post-sales operations—including clear ownership, decision rights, escalation paths, and SLAs—so the organization
can scale efficiently without relying on heroics, ambiguity, or constant executive intervention.

Because Sysdyne’s platform is foundational to customer operations, this role requires deep ownership,
urgency, and executive judgment during customer-impacting events, including high-severity incidents.

Customer satisfaction is achieved through execution discipline, operational clarity, and reliability.

In addition, this role owns the conversion of Contracted ARR into Live ARR by accelerating implementation, reducing time-to-value, and driving revenue and margin through post-sales execution
and implementation-driven services.
This is a hands-on operating executive role, not a coordinator and not a delegator-only position.

Customer Satisfaction &  Mission-Critical Operations
- Own customer satisfaction across implementation, installs, and post-go-live operations
- Serve as the primary escalation point for all post-sales issues
- Act as the executive owner during customer-impacting incidents, outages, or SLA-threatening events
- Ensure rapid decision-making, cross-functional coordination, and clear communication during high-
severity situations
- Determine which issues require CEO involvement versus resolution within post-sales

Process Design, Responsibility Clarity & Organizational Efficiency
- Build, document, and enforce post-sales operating processes that establish clear ownership and decision rights
- Eliminate ambiguity around who owns what and what escalates when
- Reduce duplicate work, handoff friction, and reactive firefighting
- Ensure processes are followed, not merely documented
- Prevent reliance on individual heroics by creating durable, repeatable systems

Implementation & Post-Go-Live Excellence
- Ensure implementations and installs are delivered on time, on scope, and at mission-critical quality
standards
- Drive consistency and rigor in implementation processes and go-live readiness
- Ensure post-go-live support operates with urgency, reliability, and accountability
- Continuously improve time-to-value and operational stability for customers

Training, Enablement &  Continuous Readiness
- Own training strategy for external customers and internal Support and Implementation teams
- Ensure training and LMS assets improve product knowledge and self-sufficiency
- Reduce preventable support issues and support successful installs and go-lives
- Treat training as a core operational lever, not a one-time activity

SLA Ownership & Enforcement
- Own definition, governance, enforcement, and evolution of post-sales SLAs
- Ensure SLAs are realistic, measurable, visible, and enforced
- Hold Directors accountable for SLA performance and trends
- Trigger corrective actions when SLAs are breached

Escalation System Design with Engineering
- Partner with Engineering to design and maintain a reliable, feasible escalation model
- Ensure escalation paths reflect real engineering capacity
- Identify recurring escalations and drive systemic fixes
- Reduce Engineering involvement over time through better process, tooling, training, and AI-driven deflection

Live ARR Ownership & Revenue Realization
- Own the conversion of Contracted ARR to Live ARR
- Drive faster installations, implementations, and go-lives
- Track time-to-go-live, revenue in implementation, and Live ARR versus Contracted ARR
- Partner with Sales and Finance to improve forecast accuracy and revenue confidence

Implementation-Driven Services Revenue
- Own revenue generated through implementation and professional services outside the original sales
contract
- Identify, scope, and monetize additional services uncovered during delivery
- Ensure pricing discipline, margin awareness, and coordination with Sales
- Build a scalable, repeatable model for implementation-driven services revenue

Leadership & Team Oversight
- Lead, coach, and hold accountable Directors across all post-sales functions
- Establish clear operating cadence, escalation thresholds, and decision rights
- Ensure Directors operate independently while escalating appropriately Strategic, Non-Delegatable Initiatives
- Personally lead foundational initiatives that define Sysdyne’s post-sales operating future
- Design and lead the AI-enabled Sysdyne Community
- Drive support deflection, automation, and cost-to-serve reduction
- Translate post-sales pain points into scalable systems

- Bachelor’s degree; 15+ years of senior leadership experience in SaaS or B2B technology organizations, including ownership of post-sales functions
- Direct ownership of Customer Experience, Customer Success, and/or Support functions
- Proven track record of scaling post-sales organizations that drive high NRR and strong customer outcomes in mission-critical environments
- Demonstrated ability to design, operate, and scale disciplined post-sales operating systems, including implementations, post-go-live support, and operational readiness
- Experience supporting complex software environments, including batch systems and hardware-integrated solutions
- Deep expertise in customer onboarding, enablement, training, and churn reduction, including building scalable training programs and LMS platforms
- Experience implementing AI, automation, and modern support technologies to reduce reactive support load and improve operational efficiency
- Highly organized, execution-oriented leader with strong operational rigor and clear accountability
- Trusted partner to executive leadership with experience operating in high-growth, high-accountability environments
- Willingness and ability to travel frequently to customer sites

• Please send resumes to: hr@sysdynetechnologies.com

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