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Vice President, Customer Development
GoDaddy
Tempe, AZ, United States
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About GoDaddy
GoDaddy powers the world's largest cloud platform dedicated to small, independent ventures. With nearly 17 million customers worldwide and over 75 million domain names under management, GoDaddy is the place people come to name their idea, build a professional website, attract customers and manage their work. Our mission is to give our customers the tools, insights and the people to transform their ideas and personal initiative into success. To learn more about the company visit www.GoDaddy.com.
One of the most important things we do at GoDaddy is have conversations with our 17+ million customers. Whether we call them or they call us, every conversation needs to be a WOW experience by showing our customers we are there for them as a relentless advocate and seasoned guide. We do that by have the best agents in the world, trained and ready to offer support or expertise in products and services that will get them to their desired state.
As Vice President for the Customer Development Team (CDT) you will lead a global, outbound sales team of roughly 900 agents delivering nearly $200M annually in new sales revenue. This job is all about sales operations excellence, conversion and results. Results do not always mean “sales” on the call, and may mean things like proactively helping a customer activate, welcoming to new customers or reaching out to customers with a likelihood to churn. CDT provides proactive outreach on both one-time, transaction engagements and multi-touch and omni-channel engagements. Experience with both types of sales motions and proven results are a must for this role. To be successful in this job, you need to be a strong leader that can identify with and motivate sales people, have a sense of humor, competitive, curious, analytical, energetic and passionate about customer experiences and sales operations. This is a hands-on, expected-to-be visible with teams role in a very fast-paced environment.
You’ll join the ELT (executive leadership team) for our global care organization reporting to the SVP of Global Care. As part of this team, your contributions will shape not only CDT, but the global Care organization. Additionally, you will have a dotted line reporting relationship to the VP of Customer Marketing. Campaigns for the CDT organization are created by a centralized, global Customer Marketing organization to create an integrated and relevant contact strategy for all customers.
Responsibilities:
• Responsible for the oversight and execution of the day to day operations of global Customer Development Team (CDT) operations and performance
• Lead a team of directors, managers, supervisors and Customer Consultants
• Successfully oversee and execute on the recruiting strategy in order to meet operational goals
• Partner closely with Customer Marketing organization on campaign performance and optimization.
• Partner closely with Technical, Corporate and C3 stakeholders
• Partner with stakeholder in building new and innovative marketable care and product solutions and demonstrate a forward-thinking and comprehensive approach to delivery of services/products
• Continuously bring feedback from sales to our product teams and marketers to better position ourselves within the market and differentiate ourselves based on our service delivery and execution
• Builds shared goals and responsibility to deliver key outcomes for sales teams/sales goals
• Analysis and reporting of historical center, channel, team and agent level performance statistics to drive operational efficiencies
• Shape strong partnerships with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources
• Provide strategic guidance and direction to ensure Go Daddy’s CDT/Customer Care Center meets or exceeds all site productivity measurements. Provide evaluations to the SVP of Global Care and VP of Customer Marketing regarding services and operational efficiencies.
• Identify and develop talent at the manager and supervisor level. Provide feedback to direct reports that facilitate growth and development. Create a pipeline of talent for the future expansion of the CDT/Customer Care.
• Create an employee culture that exemplifies the Go Daddy brand for employees, customers, and GoDaddy.
• Demonstrate industry leading processes and use of technology to drive decision making
• Perform other duties and assignments as directed
• Ability to incorporate tools, systems, and resources to deliver maximum results for the organization while delivering an extraordinary experience for our customers
Qualifications:
• Experience operating large sales organizations performing both transactional and multi-touch sales motions. Experience integrating with omni-channel support and sales organization
• Sense of humor and ability to relate to people
• Experience within a blended agent sales and service model with P&L responsibility
• Demonstrated ability to deliver sustained business performance in a sales organization
• Proficient in MS Word, MS Excel, MS PowerPoint
• Strong mathematical, statistical, analytical, communication and organization skills
• Self‑motivated; excels in a minimal guidance, high profile position
• Proven ability to influence others that do not directly report to the Sr. Director
• Atypically organized
• Able to multi‑task and meet opposing demands
• Proven project management skills
• A strong sense of humor and the ability to not take oneself too seriously, work hard – play hard
• Four-year college degree or equivalent experience is required
• Three to five (7-10) years of experience in an sales/operations leadership role is preferred
GoDaddy is proud to be an equal opportunity employer. We will not discriminate against any applicant or employee on the basis of age, race, color, creed, religion, sex, sexual orientation, gender, gender identity or expression, medical condition, national origin, ancestry, citizenship, marital status or civil partnership/union status, physical or mental disability, pregnancy, childbirth, genetic information, military and veteran status, or any other basis prohibited by applicable federal, state or local law. GoDaddy will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.
If you need assistance completing an application for a position with us, please reach out to our Recruiting Team at Recruiting@godaddy.com
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