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Vice President of Customer Success, Americas - New York, United States - bloomreach
Description
We are seeking a dynamic and strategic leader to join our team as theVice President of Customer Success, Americas.
Play a critical role in driving customer satisfaction, adoption, retention and growth as well as ensuring successful implementations and partnerships.
This role reports directly to the Chief Operating Officer and will be overseeing our Americas Customer Success, Professional Services, and Partner Success functions.
The work you do will impact many customers in dozens of different verticals in the e-commerce space. Your work will impact hundreds of millions of consumers in the digital space. Working in one of our
Mountain View, CA office or from your US home office
on a
full-time basis , you'll become a leader in our
Operations Team .
What challenge awaits you?
As the Vice President of Customer Success, Americas, you will tackle the challenges of nurturing customer relationships at an executive level, scaling our operations to meet the demands of our growing customer base, driving high levels of adoption and retention, managing complex implementations, and nurturing strategic partnerships.
Your strategic leadership and collaboration skills will be instrumental in delivering high standards and a great customer experience to our customers and partners.
Driving adoption and retention through proactive customer and partner engagement strategies
Managing complex implementations to ensure timely delivery and customer satisfaction
Building out our partner success motion to enable our partners to deliver post-sales success in our customer base
Defining and building new, strategic programs in our fast moving industry and product roadmap
Your job will be to:
Develop and execute the customer success strategy aligned with company goals and objectives and aligned with a changing market landscape to drive best-in-class customer satisfaction
Drive cross-functional collaboration with Sales, Marketing, Channel, and Product teams to ensure a unified approach to customer and partner engagement and satisfaction in our Americas region
Advocate for customers within the organization to ensure their needs and feedback are addressed effectively
Define and drive best practices for customer onboarding, adoption and retention
Manage our Professional Services P&L to ensure our financial metrics are healthy
Define and support our partner success motion for successful customers and partners
Collaborate with the partner ecosystem and our partner channel team to identify and pursue joint opportunities for mutual benefit
You have the following experience and qualities:
Master's degree in Business Administration or related field
Minimum of 12 years of experience in customer facing roles, with at least 5 years in a leadership capacity and a proven ability to build meaningful customer executive relationships
Proven track record of building and leadership high-performing customer success teams
Deep understanding of customer success methodologies, best practices, and metrics
Experience managing professional services and/ or partner programs is highly desirable
Strong strategic thinking, analytics skills and business acumen
Excellent communication, presentation, and interpersonal skills
Great collaboration skills with the ability to energize and align our teams
Ability to thrive in a fast-paced, dynamic environment and deliver results under pressure
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