The posting
Job Description
Perficient's Sales and Service organization builds and runs the platforms that enterprises use to sell to and serve their customers. We currently are looking for a Vice President, Head of Services Practice to join our team. The Service practice covers customer service, contact center, field service, and the experience and business architecture work that sits in front of every program. We deliver on Salesforce Service Cloud and Agentforce, on our Commerce and Order Management platforms, and on the agentic service capabilities we are building across all of them. Our clients span energy and utilities, life sciences, automotive and industrial, retail, and financial services.
Perficient is a global consulting firm building the future with a Native AI Services practice. Agentic service is changing what enterprises expect from a contact center, from a service organization, and from the partner that designs both. Our clients are asking how much of their service operation an agent can carry today, and what the people around it should do next. The next leader of this practice will define the Service operating model inside Sales and Service rather than inherit it.
Responsibilities
The leader we are looking for
You have led a service strategy and experience business inside a consulting firm, with a revenue number attached to it. You have sold service transformation work, stood in front of the client to shape it, and delivered it. You know how to do the business architecture up front on a large program so that the technology team builds the right thing. You have put agentic service into production for an enterprise client and can say what it did to cost, handle time, and customer effort. You move between a client executive conversation and a delivery review without changing gears. You develop leaders, and you build executive relationships that extend to other members of our practice.
What you will own
You run the Service practice inside Perficient's Sales and Service organization, across strategy, experience, business architecture, sales support, delivery quality, and talent. The practice works across the Salesforce and Commerce practices rather than inside either one.
Growth
- Practice numbers and targets. Bookings, revenue, utilization, and growth targets for the Service practice.
- Go-to-market leadership. Own the GTM motion for service transformation and the working partnership between sales, strategy, and delivery that turns it into revenue.
- Our most consequential service pursuits and programs. You are the executive clients call when the stakes are highest.
- The agentic service capability, from a set of early programs to an offering clients ask for by name.
- The offering portfolio across contact center transformation, service strategy and experience, field service, and agentic service operations. Retire what the market has stopped buying and fund what replaces it.
- An industry blueprint. Every top line leader in Sales and Service runs a functional area and takes the lead on one industry, building the blueprint for how we sell and serve in it.
- Account growth alongside Perficient's Salesforce, Commerce, Data, and AI-First Marketing practices.
Delivery and financial discipline
- Quality, delivery margin, and client satisfaction across every program the Service practice shapes or leads.
- The business architecture and experience design phase on large programs, staffed and run so that delivery starts from a defined target state.
- The recovery when a program goes red, including the client conversation nobody else wants to have.
- Capacity planning against a forecast for strategists and experience designers. Staff ahead of demand without carrying bench you cannot defend.
- Rate integrity, discount discipline, pyramid mix, and subcontractor spend.
- The investment case for anything that needs funding before it produces revenue.
People
- Career paths for every strategist, experience designer, and service consultant in the practice, and the promotion decisions that make them real.
- The skills transition from service process design to agentic service design, at the pace clients are moving.
- Adoption of Perficient's AI-led delivery lifecycle across the practice, including the use of AI tools in strategy, design, and delivery work.
- Retention of the people this practice cannot afford to lose.
- Recruitment and development of the service leaders everyone else is chasing.
Market position
- The definition of an AI-first service practice, and the agenda the rest of the market follows.
- Executive relationships. Build and sustain C-suite relationships across our largest service clients, designed to outlast any single engagement.
- C-suite counsel on service operating model, contact center cost, agent and human workforce design, and customer experience, delivered with enough candor to earn the next conversation.
- The practice point of view. Publish it, present it at Salesforce and industry events, and brief the analysts who define the category.
Qualifications
- Seven or more years at the vice president, general manager, or practice lead level, with direct accountability for a revenue or bookings target.
- Ten or more years in customer service, contact center, or customer experience transformation at a systems integrator, a consultancy, or a large enterprise service organization.
- A record of carrying an annual target and hitting it, with ownership of utilization and delivery margin across a services business.
- A services offering built from zero to material revenue, including the go-to-market motion behind it.
- Generative or agentic AI running in production in a service or contact center environment, with results you can substantiate to a client CFO.
- Experience leading the strategy, business architecture, and experience design phase of large transformation programs.
- Delivery leadership across multiple geographies and time zones.
- C-suite advisory experience on service operating model, contact center transformation, or customer experience.
- Bachelor's degree or equivalent professional experience.
- Willingness to travel up to 50% for client engagements, partner meetings, business development, and team leadership.
- Must be located near one of Perficient's existing offices, preferably Chicago, New York or Houston.
Preferred Qualifications
- Hands-on familiarity with Salesforce Service Cloud and Agentforce, and with at least one contact center platform.
- Service transformation delivered in energy and utilities, life sciences, or another regulated industry.
- An established market voice, whether a published point of view, a conference stage, or standing analyst relationships at Forrester and Gartner.
- Service sold alongside Salesforce, commerce, or data capability on the same account.
- A record of recruiting senior talent into a practice that was still being built.
The salary range for this position takes into consideration a variety of factors, including but not limited to skill sets, level of experience, applicable office location, training, licensure and certifications, and other business and organizational needs. The new hire salary range displays the minimum and maximum salary targets for this position across all US locations, and the range has not been adjusted for any specific state differentials. It is not typical for a candidate to be hired at or near the top of the range for their role, and compensation decisions are dependent on the unique facts and circumstances regarding each candidate. A reasonable estimate of the current salary range for this position is $200,000 to $275,000. Please note that the salary range posted reflects the base salary only and does not include benefits or any potential variable compensation programs. Information regarding the benefits available for this position are in our benefits overview.
WHO WE ARE
Perficient is a leading global digital consultancy. We imagine, we create, engineer, and run digital transformation solutions that help our clients exceed customers' expectations, outpace competition, and grow their business. With unparalleled strategy, creative, and technology capabilities, our colleagues bring big thinking and innovative ideas, along with a practical approach to help our clients - the world's largest enterprises and biggest brands succeed
WHAT WE BELIEVE
At Perficient, we promise to challenge, champion, and celebrate our people. You will experience a unique and collaborative culture that values every voice. Join our team, and you'll become part of something truly special.
We believe in developing a workforce that is as diverse and inclusive as the clients we work with. We're committed to actively listening, learning, and acting to further advance our organization, our communities, and our future leaders...and we're not done yet.
Perficient, Inc. proudly provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. Perficient, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Perficient, Inc. expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, genetic information, disability, or covered veterans. Improper interference with the ability of Perficient, Inc. employees to perform their expected job duties is absolutely not tolerated.
Applications will be accepted until the position is filled or the posting is removed.
Disability Accommodations: Perficient is committed to providing a barrier-free employment process with reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or accommodations due to a disability, please contact us.
LI#-TF1 #ContactCenter #CustomerExperienceTransformation
About Us
Perficient is the global AI and technology consulting firm disrupting the traditional consulting model. Powered by our 7,000+ advisors, engineers, and designers, Perficient implements AI-first solutions that break conventions and deliver outcomes that matter. Proudly serving clients that represent the world’s most innovative brands, and in collaboration with our powerful technology partner ecosystem, we bring deep industry expertise and data-driven design to redefine how businesses run and succeed. Perficient is different. For real. Learn more at perficient.com.
