VP - Customer Success & Account Management - SaaS

WHO WE'RE LOOKING FOR You are passionate about tech products & services and what it can accomplish. (Bonus: you understand the challenges our ideal clients face and are excited to be of service to this market.) In addition:

• You have 9+ years of experience in a similar role, 3+ of which should be from a SaaS company.
• You have a high level of attention to detail, and accuracy matters to you.
• You are empathetic and have a real desire to help our customers reach their goals.
• You have good taste: not necessarily a design background, but you know what good looks like (or simply how to rectify bad content, and teach clients good vs bad)
• You can get excited about helping our users get the most out of our tools – including giving tough love when they are using them incorrectly.
• You are driven, self-motivated, enthusiastic, have a "can do" attitude and a results-driven mentality with a bias for speed and action (while not missing the details!)
• You have excellent communication and interpersonal skills, and are able to be flexible and operate effectively with uncertainty and change.

Bonus:

• You have a good understanding of marketing and martech solutions, and you have great experience with CRM systems such as Hubspot, Salesforce, Zoho, etc.,
• You're just as happy getting your hands dirty with implementation work as you are building out high-level systems/processes, and managing a large team.

Onboarding and training:

• Oversee our primary contacts for the onboarding of new customers, training of platform end-users.
• Oversee completion of customer needs and/ or management of contractors and outsourced resources to perform work.
• Oversee management of the knowledge base, addition of new articles as needed and ensuring everything is up-to-date and accurate.
• Become a subject matter expert on our technology, and clearly articulate its value in writing, over the phone dialog, and at the occasional in-person industry event.

Support and retention:

• Deepen our customer retention support by preparing the strategy and program for this while working closely with the commercial team to roll this out.
• Oversee providing exceptional customer support within established SLA guidelines, track and report out related metrics.
• Oversee management of the long-term health of the customer base by identifying and preempting areas of risk or concern; drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed by extracting the most value from our SaaS tools.
• Understand customer sentiment and outcomes by communicating, defining and tracking health metrics, run NPS and gather other feedback.
• Oversee maintenance of a cadence of communicating with customers about needs and adoption trends via surveys and other tools, and educating them via their preferred channel of communication.

Sales and product:

• Represent the voice of the customer to provide input into every core product, marketing and sales process.
• Collaborate with the engineering and product development team to troubleshoot technical issues raised by customers.
• Curate the forums, utilize surveys and webinars to determine what feature requests are most needed, and advocate for them on the product team.
• Collaborate closely with sales to drive opportunities.

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