Vice President, Customer Solutions
Calgary
AltaML – Invent /
Full-time /
Hybrid
AltaML is a leading North American applied AI company with extensive experience in building and operationalizing AI solutions. We call our business model Invent and Scale, from industry agnostic to industry focused, which encompasses focus and domain expertise combined with an ability to understand workflows and how to get to generalizability with data. AltaML has multiple functional disciplines and joint ventures.
We are a company like no other – we believe in making small bets, failing fast, and being better together. We are looking for creative problem-solvers who obsess about the customer to find wins across different industries.
We don’t hire for fit; we hire to add. We are looking for people who play our core values of being: Agile, Gritty Humble, and Happy. If you’re passionate about AI/ML, thrive in a dynamic environment, and want to work with a diverse team of wickedly smart people, we want to hear from you!
The Vice President, Customer Solutions will play a critical role in the planning, delivery and overall success of customer engagements including the development of AI/ML enabled solutions that can be deployed into production. You will be responsible for managing and maturing the practice of Customer Solutions and for guiding the team as they work with our clients to understand their needs and expectations and manage various concurrent projects.
You will also be accountable to the Chief Technology Officer for the internal orchestration of key activities within the Invent Leadership Team. You will be accountable for the overall success of customer accounts with a focus on offering excellence in customer experience and contributing to the growth of existing accounts. You will lead the Customer Solutions practice and mentor your direct reports: Program Managers, Directors and Executive Business Partners. You will also guide the team and provide oversight to achieve high customer satisfaction and high quality.
Responsibilites as it relates to Invent Business:
- Be a member of the Department Leadership Team and advise the Chief Technology Officer in the matters related to Customer Solutions, both practice development and execution.
- Lead the orchestration of cross-department decision making, issue tracking and initiative execution to achieve agreed upon Invent objectives and targets.
Responsibilites as it relates to supporting Chief Revenue Officer and Sales activities:
- Contribute to the development of Statements of Work for new clients, as required
- Contribute to the development of new or enhanced service offerings with the Chief Revenue Officer organization to incorporate best practice delivery standards, customer experience and to ensure that service offerings are competitive in the market.
- Contribute to the identification of opportunities and long term relationship building
Responsibilities as it relates to executing Customer Solutions Practice Management activities
- Develop new processes, templates and standards with a focus on consistency and efficiency
- Lead process improvements
- Lead the governance and management of the Project Delivery technology platform
- Ensure consistent use of the Customer Relationship Management platform aligned to AltaML best practices by Customer Solutions team members
- Be accountable for the Master Resource Planning activities
- Provide leadership/mentoring to the team
- Be accountable for Portfolio level reporting activities
Responsibilities as it relates to executing Customer Solutions activities:
- Accountable for the successful delivery of customer engagements executed within the Invent Department with a focus on customer experience and growth of existing accounts
- Develop guidance for the development and execution of account management plans
- Develop guidance for creation and maintenance of project and resource plans
- Develop guidelines for the management of project health (financials, quality, scope)
- Maintain stakeholder communications with senior executives at the client
- Act on escalations and work with executives at the client and the team to identify solutions to challenges and roadblocks that come up
- Provide guidelines to the team through all phases of the project from concept to deployment
- Review project lessons learned reviews to act on process improvements
Responsibilities as a People Leader:
- Ensure 1:1’s are performed regularly
- Exercise firm but compassionate leadership, aligned to the company’s values
- Inspire the team to achieve our mission
- Build good peer relationships across other teams
- Lead onboarding activities for the senior leaders in the Customer Solutions practice
What You Bring:
- Executive level experience in project and/or program management roles
- Significant experience managing teams
- Prior experience operating in a senior professional services role
- Prior experience in project portfolio management
- Foundational knowledge of AI/ML (Business level)
- Knowledge of technology implementations
- Superior verbal and written communication skills
- Superior client relationship skills
- Superior planning and coordination skills
First Nations Acknowledgment
As this role is an opportunity in Calgary, Alberta - AltaML would like the opportunity to acknowledge the traditional territories of the Niitsitapi (Blackfoot) and the people of the Treaty 7 region in Southern Alberta, which includes the Siksika, the Piikuni, the Kainai, the Tsuut’ina and the Stoney Nakoda First Nations, including Chiniki, Bearpaw, and Wesley First Nations. The City of Calgary is also home to Métis Nation of Alberta, Region III.
Equal Opportunities
AltaML is an equal opportunity employer committed to creating a safe, diverse and inclusive environment. We encourage qualified applicants of all backgrounds including ethnicity, religion, disability status, gender identity, sexual orientation, family status, age, nationality, and education levels to apply. If you are contacted for an interview and require accommodation during the interviewing process, please let us know.
We Look for A-Players Who:
- Express our core values
- Are hungry for knowledge
- Want to learn new skills
- Are respectful
- Collaborate with others across the whole company
- Share knowledge with coworkers
- Educate and promote AI and ML concepts both internally and externally
- Have a high work ethic and are self-motivated
Our Perks:
🌴Uncapped Vacation - For all full time, permanent employees. Seriously, take the time you need - when you need it.
🚀Make an Impact - Witness the impact your work contribution has on the success of our company.
👩🏿💻Working with PhD and Master Level Colleagues - Endless conversations around the latest in Machine Learning and Applied AI.
🩺Competitive Benefits - For all full time, permanent employees.
🏢 Office as a Resource - Hybrid work environment with state-of-the-art office spaces that ignite collaboration.
⚡Big Slack Energy - IYKYK.
Our Culture:
You will be working in a high-paced environment focused on creating unique ML solutions to problems across multiple industries to generate impactful value. You will be working at a company with employees who have multiple years of industrial and academic experience in data science, software engineering, product development, and machine learning fields.
You will be able to experience a collaborative company culture, which means we believe in working hard, getting the job done, and enjoying the group social on Fridays. You’ll also get flexibility in where you work, what hours you work, how much vacation you take, and what you wear. We expect hard work but respect work/life balance.
Core Values:
At AltaML, we are driven by our core values. We believe that by embodying these values in everything we do, we will exceed our customer’s expectations while creating a positive and empowering work environment for our team members. We are dedicated to living our values and strive to make them the foundation for our success.
Gritty
We are entrepreneurial, determined, and resilient, pushing through challenges to achieve our goals.
Agile
We make decisions based on “little bets” creating a safe space to take risks. We embrace an interactive process, allowing ideas to fail quickly or be scaled iteratively. Together, we continuously refine and improve our approach to reach the desired outcome.
Humble
We listen to data, embrace new ideas, admit limitations and take ownership to solve problems. We constantly push ourselves to improve and excel.
Happy
We ignite passion and purpose by fostering a dynamic work environment. We encourage tap dancing to work, common sense over rules, empowering team members to find joy in their contributions, and being your authentic self.
