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Vice President Client Success
Dominion Enterprises
Indianapolis, IN, United States
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Description
Position at Dominion Dealer Solutions
Vice President Client Success (MPS) – Dominion Dealer Solutions (DDS)
Seeking … Driven, innovative, dedicated leader who thrives on the challenges of a fast paced environment and possesses a natural bent toward innovative thinking. Must share our entrepreneurial spirit and reward individual initiative to help propel the entire team to achieve. Custom made for the manager who excels in a client facing organization believing excellent customer service is the measure of success. You will act as a trusted adviser to our clients (automotive dealerships) and build strong partnerships, drive adoption of our products/solutions, and ultimately ensure they realize value from their investment.
The Vice President Client Success will work closely with Sales and Clients on a daily basis to grow business and ensure complete satisfaction with the MPS product portfolio.
Key Responsibilities:
• Accountable for Client’s overall success with MPS product retention, including renewals, adoption of solutions, customer health, and satisfaction
• Creating scalable operations/processes that optimize the client experience and ensure that all clients receive immediate and ongoing value from the engagement with MPS
• Gather feedback from MPS clients and analyze client data to identify best practices for success and implement team-wide
• Deliver on an exceptional Client experience with proactive communication, orchestrating the right internal resources, and effectively using the customer engagement model to align, track and evolve customer business goals
• Work cross- functionally with other internal teams such as marketing, product, operations, finance to ensure MPS meets clients’ business objectives and expectations with products and services.
• Identify Customer risk, and work with extended DDS team to create and execute on “get well” plans
• Be the voice of the customer internally at MPS – sharing process
• Contribute to the ongoing initiatives to continuously improve our approach to efficiently and effectively secure our customer's success
• Lead, manage, motivate, train and develop each and every client success team member to perform at the highest level
Minimum Qualification:
• Bachelor’s Degree
• 7 + years relevant business experience including automotive dealership operations, training and customer support
• Extensive and varied experience in strategic planning roles
• Passion for Client success
• Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster joint partnership
• Strong Consulting skills and proven results working as a trusted advisor to drive business value for clients or stakeholders
• Self-motivated, team-oriented, very responsible, and focused on exceeding client expectations
• Ability to prioritize, multi-task, and perform effectively under pressure
• Exceptional organizational, presentation, and communication skills, both verbal and written
• Flexibility to travel (approx. 30%)
• Applicable knowledge of the automotive industry
Preferred Qualification:
• Existing knowledge of software in digital marketing and/or digital media space, CRM and equity mining solutions
• Skilled at Program Management within large organizations, helping to effectively drive change across groups by engaging key stakeholders
• Proven effectiveness at leading and facilitating executive meetings and workshops
• Proven experience with account planning & customer success plans
• Effective at leading executive C-level discussions