VP of Customer Success - New York - Agility Talent, LLC

    Agility Talent, LLC
    Agility Talent, LLC New York

    4 days ago

    Description

    About our Client:Our client is a high growth Saas platform for enterprise clients with a focus on change management, learning and training. They are currently building out their NYC office and offer a fun office environment, full benefits, matching 401k, and more. They are well funded and this is an amazing opportunity to get in early and make an impact.

    About the Role:TheVP of Customer Success is the ultimate owner of the client success team and customer success center of excellence. You will manage a NYC CS team, build out the CS structure even further and grow with a super charged startup.

    Responsibilities for VP of Customer Success:

    • Develop and nurture strategic relationships with our most valuable customers. Become a trusted advisor & consultant.
    • Build and manage our amazing US team of Customer Success Managers and and Implementation Specialists
    • Work within organization in order to build the best Customer Success Center of Excellence. Manage and implement best practices to ensure informed decisions are being made
    • Ensure a seamless experience through all phases of the customer relationship.
    • Collaborate with our technical support teams overseas to make sure communication flow is effective
    • Deeply understand customer goals and help them meet their objectives by providing strategic guidance on our platforms best practices, use cases and organizational workflow.
    • Manage assigned technical resources to execute implementation/success plan and provide customer support and all account implementation needs.
    • Engage with key influencers and decision makers across different teams within the customers organization. Conduct business reviews and goal-setting meetings.
    • Be an expert in the offering, technologies and competitor offerings
    • How will you be measured?
      • Renewals & Upsells
      • Documented customer success stories/examples.
      • Platform adoption
      • Customer Success team members are happy, learning, growing and advancing

    Requirements for VP of Customer Success:

    • Experience building/managing Customer Success Teams and Customer Success center of Excellence.
    • Experience managing client relationships and ensure client satisfaction and retention from deployment phase and on to renewal and expansions
    • Experience managing relationships with large Enterprise Strategic Accounts and C-level Executive
    • Prior history working for a SaaS company, large systems integration firm, or consultancy
    • Proven ability to drive continuous value
    • Experience working with Fortune 500 clients
    • Project management – Ability to meet and keep track of deadlines with many moving parts, rally resources, appropriately set and manage expectations and have fun along the way.
    • Amazing written and verbal communication skills and excellent presentation skills
    • Detail-oriented and analytical and excellent troubleshooter
    • Strong team player and self-starter and excellent time management skills for yourself and others
    • Thrives in a multi-tasking environment and can adjust priorities on-the-fly
    • Availability for some travel is required
    • Health and wellness initiatives
    • Employee Options Plan, meaning all employees have a financial stake in the business
    • Generous paid time off policy
    • Generous staff referral program
    • Job-related training in-house
    • Snacks, coffee and drinks

    Compensation: competitive base, bonus + competitive employeebenefits

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