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Vice President - CSG, Segment/s Leader
Internet Industry Company
San Francisco, CA, United States
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VP - Customer Success Group, Segment/s Leader
About Customer Success Group at Company
Company's worldwide Customer Success team is a global network of Company employees and partners. Our sole mission is to ensure customer success. We work with our customers to build relationships, learn about their businesses, and drive value based results. Our motto for our customers is "Your Success is our Success"
About the Position
Company is looking for a highly effective business and technology leader to become the VP for 2 segments - Select Enterprise and General Business commercial. She/he will be joining the leadership team for the Customers Success Group (CSG) business unit. Reporting to the Senior Vice President, CSG Enterprise Select, Commercial General Business and Health Care vertical, this role will have responsibility for leading the team that makes every customer in both segments in Americas successful and committed to Company for life. The VP will have the ability to marshal all customer resources to address any customer satisfaction, adoption, professional services or renewal issues within their region, resulting in clear accountability, consistent service and one face to the customer.
This role also carries the lead responsibility for Customer Satisfaction and Success through the sale and delivery of our Premier and Services products and add-ons -- all of which are critical to the company's short and long-term success.
Responsibilities
• Drive the strategy and alignment of high touch and low touch customer success across the Select and General businesses
• Ensure customer success and transformational impact through adoption of innovative offers combined with market leading cloud solutions that accelerate business value for our customers
• Focus on customer intimacy - deliver business impact and innovation to a customer's business by understanding our customers' key business issues and opportunities
• Create evangelists by listening to customers closely and delighting them with our user experience and service. Collect feedback to provide our
• Development organization with product enhancement information
• Build and nurture C-level relationships across accounts to solidify our partnership and commitment to the customer while penetrating the account deeper
• Create a consistent and valued customer experience developing and scaling repeatable methodologies and proven best practices
• Work closely with the Sales organizations to develop and execute growth plans and strategies to drive License Agreements and customer success This will also require territory and portfolio planning alignment with Sales.
• Overachieve operational metrics in the CSG scorecard inclusive of attrition and cloud services
• Leverage existing and past relationships to network appropriately
• Work closely with global community leaders to ensure that local enablement needs are clearly understood and part of our broader enablement plans
• Grow and Manage a strong team for the region with a focus on making every customer in region as successful as possible, resulting in continued loyalty to Company
• Mentor and coach team members, hire and develop key talent, and manage performance
• Ability to evaluate and develop the existing teams and reshape it as necessary while mentoring and inspiring the team
• Ensure any red accounts are resolved quickly, leveraging resources from across the company as needed
• Highly collaborative and excels in highly matrixed environment
Desired Skills/Experience
• Broad-based business and technology professional with 15+ years of experience leading a Services or Product organization that delivers software based business solutions to large and small enterprises in the areas of Sales, Marketing, or Services and Support
• Proven track record of developing, growing, and managing services and customer success organization. Background in consulting is a strong plus.
• Ability to build an operating model with tools, processes and people to drive a scaled model for customer success.
• Manage the key consulting business metrics including bookings, revenue, utilization, and expenses
• Detailed understanding of best practices for enterprise CRM systems and experience with complex CRM and IT deployments
• Ability to build deep relationships with executives across all industries in the United States
• Effectively build and establish relationships with partner consulting organizations to enable a go-to- market strategy
• Demonstrated success in building a Services, Customer Engagement or Partner Engagement function
• Ability to work independently and in a strong team environment, and to deliver on detail as well as strategy
• Proven track record working with Product Management to deliver customer functionality - in this case to drive adoption
• Passion for technology and innovation
• Strong understanding of Cloud Computing and the business benefits; a former customer or Cloud Software executive is desirable.
• Proven experience building and running a business with the right operational skills
• Excellent communication and presentation skills
• Analytical and negotiation skills, particularly at executive levels
• Strong understanding of business processes and their implementation into enterprise applications
• Track record of successfully collaborating with sales teams
• A technical degree and MS or MBA
• Must be open to 50% regional travel with close alignment with Sales leaders in San Francisco