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VP of Customer Success

Job Overview
Job Order:JO00018540
Date Posted:Sep 11
Salary:
Category:3 - Information Technology (I/T)
Metro Area:

Our client is looking for a VP OF CUSTOMER SERVICE in Metro Detroit.

The VP of Customer Success will play a critical role in shaping the strategy and operations for customer engagement and life cycle management. This leader will drive the transformation of the current organization from a reactive support-focused team to a proactive customer engagement-focused, outcome-oriented organization.

The key focus for the VP of Customer Success over the first twelve months will be to define, transform and implement a high velocity, market-leading customer success program to ensure scalability with rapid expansion. A priority will be mapping the customer journey and identifying and implementing appropriate process improvements in collaboration with sales, marketing, support, and product development. Key metrics include retention/churn, NPS, customer adoption, and gross margins.

SUMMARY

The ideal candidate will have had a successful experience with transforming business practices and implementing high velocity support, customer onboarding and training programs. The candidate will possess significant execution experience while demonstrating strong data-driven strategic thinking.

EXPERIENCE & EDUCATION

  • SaaS experience in a high-growth, lower middle market company – playing a leadership role managing a medium to large /complex team.
  • Experience implementing and supporting a customer health scoring model to drive awareness and improved customer support.
  • Motivated self-starter and an executor with experience working in a high growth, fast paced company.
  • Strategic planning and thought leadership balanced with the ability to execute day to day operations and the willingness to get “hands dirty” in support of customers.
  • Proven experience leading customer-facing organizations with an emphasis on measurement, metrics, KPIs and analytics.
  • Demonstrated ability to work cross-functionally and influence sales, marketing, and development to effect change and increase customer success.
  • A deep understanding of value drivers in a recurring revenue business (SaaS/managed service) as well as post-sales implementation models and processes.
  • A strong knowledge of leading-edge customer success concepts and practices and how to deploy them to increase customer success outcomes.
  • Experience managing a functional budget and articulating investments for systemic improvements.
  • A Bachelor's degree is required. An advanced degree is a plus.

RESPONSIBILITIES

  • Lead the support and implementation functions and mentor/manage the team leaders who provide day to day support of these functions.
  • Craft a strategic vision for evolving the customer service capabilities of the organization. Chart end-to-end customer experience, identify listening points, develop responses and ensure consistent high quality.
  • Take direct and indirect responsibilities for all customer success activities in business: customer on-boarding, support, service delivery, adoption, customer training, advocacy, retention/churn avoidance.
  • Foster ongoing company-wide culture of service excellence and inspire a customer success mentality throughout the organization.
  • Ensure alignment between all customer success functions and other key activities: marketing, product roadmap, sales (retention, cross-selling and upselling), finance (measurements and forecasting) and executive team (key metrics and objectives).
  • Deliver streamlined customer-facing processes around escalation management, customer account review, customer on-boarding and transition process and communicating release management process to customers.
  • Drive the design and implementation of the required organizational design, processes and procedures.
  • Develop relationships with key customers to build loyalty, identify improvement opportunities, and increase value delivered..
  • Build a training / service delivery model that fosters consistent development across all department.

If you are a high performer and would like to work for an equally high performing company and you think the above opportunity is appropriate for you, we invite you to apply to this job and email your resume in Word format to aparish@Venteon.us.com

We treat all resumes with strict confidentiality. We will always contact you first before submitting your resume to our client(s) for review.

At Venteon our talent acquisition team is proud to provide our clients with the most qualified Accounting & Finance, Engineering, IT and Administrative talent in the industry today