Support Services Practice Leader

Lead the practice. Shape the strategy. Grow the business.

Anyone can run a support organization when demand is steady, clients are happy, and the team is fully staffed. The real challenge starts when priorities collide.

A strategic client needs executive attention. Utilization is soft in one area and capacity is tight in another. Sales is chasing an opportunity that needs skills you do not yet have on the bench. A delivery leader needs coaching. A customer has an escalation. That is the reality of running a successful services practice.

At CrossVue, we are looking for a leader to build and scale our global Support Services practice for Workday and Workato customers. Someone who understands that great support organizations are built through strong leadership, operational discipline, clear accountability, and a steady focus on both the customer and the team.

As a member of the senior leadership team, you will help shape where the practice goes next while making sure we are delivering for clients today.

Role Objectives

• Partner with the practice & delivery leadership team to define and execute CrossVue’s strategic objectives, growth plans and go to market strategy.

• Drive utilization, gross project margin, client satisfaction, and employee retention for post-production consulting services.

• Drive the evolution of the CrossVue services, methodology, and automation of processes to support competitive industry solutions, market differentiation, and thought leadership.   

• Build and foster creative teams that are empowered and committed to our culture of innovation, collaboration, and continuous development.

What You'll Do

• Oversee and facilitate the successful delivery of post-production consulting services.

• Develop multi-year strategies and OKRs in partnership with leadership to drive innovation and support the growth strategy. Provide prioritization and oversight of strategic initiatives, staffing & capacity planning, and the practice roadmap across people, services, delivery, and innovation.

• Partner with sales and marketing teams to analyze industry changes, potential upheavals, and areas of opportunity to determine go-to-market strategy, thought leadership and business development support.

• Ensure delivery excellence through mitigation strategies and escalation resolution as executive sponsor for large or complex clients. Anticipate and address stakeholders' questions and concerns using strategic insights and analytics, direct outreach, and aligning priorities to best meet their needs.

• Drive consistent & positive connections between Workday, alliance partners, CrossVue consulting teams, & C-suite clients.

• Collaborate with senior leadership to unify and automate internal processes across sales & delivery to offer our people and our clients the best experience possible.

• Accountable for employee retention, recruiting, and utilization to meet organization objectives.

• Empower and grow leaders by establishing clear accountabilities & responsibilities. Develop succession plans for delivery leaders.

• Manage Support Services practice area financials to drive profitability and meet targets.

• Create an atmosphere supporting our core values and coaching staff including providing meaningful, timely, written, and verbal feedback.

What We're Looking For

You have likely led a consulting, managed services, customer success, or support organization before. You have made hiring decisions, managed capacity challenges, handled difficult client conversations, and worked through the constant balancing act between growth, profitability, employee engagement, and customer satisfaction.

Most importantly, you know that scaling a practice is not about controlling everything yourself. It is about building a team, a culture, and an operating model that continue to perform as the business grows.

• 10+ years of experience in consulting or similar HR/Finance technology services.

• 5+ years of leadership experience in a professional services, managed services, or shared services environment.

• Experience leading and supporting global or distributed teams.

• Strong understanding of Workday services and the post-production support lifecycle.

• Excellent project management, operational leadership, and problem-solving skills.

• Outstanding communication and relationship-building abilities.

• Proven success driving customer satisfaction, team performance, and business growth.

• Experience with Workday, Data & AI services is a plus.

What Success Looks Like

• Clients view CrossVue as a trusted long-term partner, not just an implementation provider.

• The practice grows while maintaining delivery quality, profitability, and culture.

• Leaders have clear ownership and accountability.

• Utilization, margin, retention, and client satisfaction are managed proactively.

• Sales and delivery operate as partners, with fewer surprises and cleaner transitions.

• Consultants are engaged, developing, and excited about where the practice is headed.

Why CrossVue?

This is an opportunity to lead a growing practice, influence company strategy, develop future leaders, and help shape how organizations maximize the value of their Workday investments long after go-live.

If you've built teams, scaled services organizations, and enjoy balancing client success, operational excellence, and business growth, we'd love to talk.

Pay Transparency: The salary range for this position is $200,000 - $250,000 per year. The salary range reflects the target pay range for this role. However, individual compensation will be determined based on several factors when extending an offer of employment, which include, but are not limited to work experience, qualifications, skills and location. Compensation ranges may be modified in the future, at the sole discretion of CrossVue.

This role is also eligible for a performance-based incentive opportunity. 

This role is also eligible for the following benefits:

• Medical, Dental, and Vision Insurance

• Health Savings Account (HSA)

• Flexible Spending Accounts (FSA)

• Life & AD&D Insurance

• Short-Term & Long-Term Disability Insurance

• 401(k) Retirement Plan

• Employee Assistance Program (EAP)

• Telehealth Services

• Accident, Critical Illness, and Hospital Indemnity Insurance

• Pet Insurance & Discounts

A Note on Travel: Our approach to travel is different. Instead of the traditional Monday-Thursday grind, we thoughtfully schedule on-site client visits based on project needs and team well-being. Expect travel for this position to range from 25-30%, occasionally reaching up to 50% for critical project phases.