Regional Vice President, HCM Services - GA - On Site

About Us PrismHR is the leading payroll, benefits, and HR software for Human Resource Outsourcing (HRO) organizations, including Professional Employer Organizations (PEOs) and Administrative Service Organizations (ASOs). Powering more than 80,000+ companies, 2.5 million worksite employees, and $85 billion in payroll processed annually, PrismHR is the most efficient, reliable, and scalable software solution to help PEOs and ASOs grow and prosper.

The PrismHR platform is a complete, integrated HR solution supporting the full "hire-to-retire” lifecycle of HR services. And PrismHR provides a wide range of additional resources that go beyond just technology and support:
PrismHR SEEDS sales and marketing program, the annual PrismHR LIVE Conference, and numerous learning opportunities throughout the year are all designed specifically to help PrismHR customers grow their business.

Position Summary The Regional Vice President (RVP), HCM Services leads the strategy, performance, and customer experience for PrismHR’s HCM service provider customer segment. This role owns the post-sale service model across implementation, support, training, professional services, and customer success, ensuring customers achieve measurable value from the platform and related services. The leader will partner closely with Product, Sales, Marketplace, Marketing, and operational teams to drive retention, expansion, scalable service excellence, and a differentiated HCM customer experience.

Essential Duties and Responsibilities

Customer Experience & Service Delivery Define and lead an exceptional end-to-end customer experience for HCM service providers, from onboarding and implementation through ongoing support, training, professional services, and customer success. Build and scale an onshore/offshore support model that improves response quality, resolution speed, service consistency, and cost efficiency. Oversee implementation, professional services, statements of work, and training programs that accelerate customer onboarding, adoption, and long-term value realization.

Establish clear service expectations, customer communication standards, and escalation practices that create a consistent and high-confidence customer experience.

Operational Performance & Scalability Establish KPIs, operating metrics, and service standards that set a high bar for customer experience, support quality, implementation effectiveness, team productivity, and business performance. Continuously evaluate service delivery performance and identify opportunities to improve scalability, efficiency, consistency, and accountability across the HCM service model. Create an operating cadence that gives leaders clear visibility into performance, customer trends, risks, capacity, and areas requiring cross functional action.

Use data and customer insights to prioritize process improvements, automation opportunities, resource planning, and service model enhancements.

Customer Success & Growth Build and oversee a customer success model that drives adoption, retention, expansion, satisfaction, and measurable business outcomes for the HCM segment. Partner cross-functionally to support HCM growth, net revenue retention, upsell opportunities, and long-term customer value. Identify customer health trends, adoption barriers, and expansion opportunities, then translate those insights into actionable strategies for account teams and service leaders.

Product, Marketplace & Integrations Serve as a consistent voice of the customer for the Product organization, helping shape roadmap priorities based on customer needs, service delivery trends, and market opportunities. Translate customer and operational insights into recommendations that improve product functionality,…