Professional Services Lead

📋 Description

• • As an AI-Driven Professional Services Lead at Core Cashless, you will be instrumental in revolutionizing how we deliver, implement, and scale our innovative cashless payment solutions for the entertainment industry. This is a pivotal "player-coach" role where you will not only lead and mentor a talented professional services team but also dive deep into technical solution design and hands-on configuration. Your primary focus will be on architecting and implementing AI-augmented delivery processes designed to eliminate repetitive manual tasks, thereby enhancing efficiency across both services and engineering departments.
• • Core Cashless is a leader in providing cutting-edge cashless payment systems for amusement parks, waterparks, family entertainment centers, arcades, events, and attractions. Our comprehensive suite of hardware and software solutions, including robust Point-of-Sale systems, self-service kiosks, handheld devices, and access control solutions, is engineered for high-volume environments and seamless integration.
• • This remote position offers the flexibility to be based anywhere in the US, with an expectation of up to 30% travel to client sites across North America.
• • AI-augmented Delivery Engine:
• • You will be responsible for building and maintaining the foundational information architecture required to automate repeatable service tasks and streamline complex workflows. This involves identifying opportunities for AI integration and developing the necessary data structures and processes.
• • Continuously refine and optimize our service delivery methodology by leveraging insights derived from automation and AI implementation, ensuring our processes remain at the forefront of efficiency.
• • Translate intricate client workflows and critical pain points into actionable AI-enabled product features and enhancements, working collaboratively with the development team to bring these innovations to life.
• • Pre-Sales and Solution Design:
• • Lead comprehensive discovery workshops with prospective and existing clients, meticulously translating their unique business needs and challenges into detailed, effective solution designs and configuration approaches.
• • Take ownership of labor estimates, the creation of scopes of work (SOW), and the development of compelling proposal responses, ensuring clarity, accuracy, and alignment with client expectations.
• • Technical Implementation and Configuration:
• • Develop and execute robust, customized implementation plans tailored to each client's specific environment and requirements.
• • Engage in hands-on system configuration and solution setup, ensuring seamless integration and optimal performance of our cashless payment systems.
• • Proactively troubleshoot and resolve complex software, hardware, and integration challenges that may arise during implementation or operation.
• • Project and Delivery Leadership:
• • Develop and meticulously maintain detailed project plans for multiple concurrent implementation projects, ensuring all initiatives are delivered on time, within scope, and aligned with budget expectations.
• • Foster clear and consistent communication with all stakeholders, upholding exceptional service standards throughout the project lifecycle.
• • Proactively track project risks, dependencies, and cross-functional blockers, escalating issues promptly to ensure minimal disruption and timely resolution.
• • Training, Knowledge Transfer, and Documentation:
• • Create and manage high-quality presentations, comprehensive training materials, and detailed implementation documentation suitable for both large internal teams and external client audiences.
• • Conduct engaging online and in-person client training sessions and product demonstrations, ensuring clients are well-equipped to utilize our solutions effectively.
• • Deliver structured and thorough handoffs to customer support teams, ensuring a smooth transition and continued client satisfaction.
• • Leverage AI tools and methodologies to maintain and update documentation in real time, ensuring accuracy and accessibility of information.
• • Team Leadership:
• • Assess the current capabilities and structure of the professional services team, identifying areas for growth and implementing best practices to enhance team performance and efficiency.