VP Delivery

Responsibilities and Duties
 
Lead the vision and design of our Customer Experience program
Optimize the entire post-sales customer journey to create raving fans and manage churn
Champion our continued focus of a company-wide culture of obsessive customer focus
Define operations metrics for the Success and Support teams and report on those metrics to leadership – quantitative as well as qualitative
Measure and observe customer usage and satisfaction and incorporate those findings into product and service developments
Optimize the feedback loop with training and onboarding to minimize tickets due to training gaps
Align with Product Management to effectively understand and triage feature requests and champion the needs of our customers
Engage deeply with customers, attending Health Checks/QBRs, and build close relationships with customer executives
Optimize information share between Success and Support activities to identify gaps in customer understanding and address those through people-touch or tech-touch methods
Act as a subject matter expert on emerging customer experience trends and best practices
Influence future lifetime value through greater product adoption, customer satisfaction, up-sell/cross-sell campaigns and overall health scores
Work closely with Sales and Marketing on customer advocacy efforts
Coach and mentor Success and Support teams, encouraging continued professional learning and skill advancement
Use a data-driven approach to building budget, growth, and retention plans
Translate business objectives into a successfully executed strategy that will be materialized into upsell
Advise Finance on pricing and billing strategies and assist in collection
     
Requirements
 
5+ years in a customer-facing senior leadership role
10+ years in customer success, Professional services or sales roles
Experience working for a B2B SaaS company that has scaled successfully through rapid growth- -working with industrial organization as a customers Is an advantage
Excellent people management skills; high emotional intelligence and consideration for team morale and individual career progression
Experience building and scaling world-class teams; experience hiring, onboarding, and training
Understand the development and implementation of large-scale, complex applications
Experience working for a company that provides a ‘mission-critical’ product and an unwavering positive customer experience
Experience in roles requiring metrics, analytics, and excel work
Experience managing geographically distributed teams
Experience with Salesforce and project management systems like Jira/Wrike is preferred