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SessionM, Inc.

Vice President, Global Customer Success

– Boston, Massachusetts
Employment Type Full Time
Minimum Experience Executive

Opportunity

The Vice President of Global Customer Success is responsible for managing aspects of the post-sale customer lifecycle focused on improving loyalty, retention and growth by helping customers derive maximum value from the organization’s offerings. This individual develops and leads the organization’s customer success strategy and manages the overall performance of people and processes to achieve the highest levels of customer utilization, satisfaction and retention. He or she also liaises with other senior leaders in the organization to ensure organizational, strategic and functional alignment. This role typically requires a broad range of experience and competencies to manage teams and individuals focused on a variety of support operations disciplines and/or geographies.

Responsibilities

  • Define, develop and deliver the post-sale customer experience to achieve the highest possible level of customer engagement and satisfaction
  • Build and manage a team of highly motivated, customer-focused leaders to manage the overall health and care of accounts (e.g. onboarding customers, product/service adoption , monitoring engagement across the post-sale lifecycle), and develop compensation plans and career paths appropriate to specific functions within the team  
  • Review performance against operating plans and standards, including retention, growth and advocacy; identify cross-sell and upsell opportunities; provide direction to subordinates regarding interpretation of results; and approve plan modifications 
  • Present monthly and quarterly reports on performance as requested or required by executives and/or the board of directors 
  • Serve as the escalation point for customer and internal issues that require VP or director-level decisions 
  • Distill and communicate account-level customer insights to the organization 
  • Review and approve planning, budgets, cost estimates and resource requirement forecasts, and build and present business cases to the executive management team 
  • Create, manage and promote initiatives to gather and disseminate best practices for customer success
Requirements
  • Eight or more years of senior customer success and/or customer support/service experience in the same industry or a similar/adjacent industry
  • Business case, resource and budget development
  • Reporting and dashboard development
  • Analysis and delivery, including using data from various systems to present a holistic view of the customer success experience
  • Management and achievement of revenue, margin and profitability goals 
Skills
  • People management, including the ability to build and grow a team and work with diverse skill sets (e.g. technical, sales resources)
  • Ability to navigate culture and politics across multiple functions
  • Excellent written and verbal communication skills, including the ability to adapt to audience needs
  • Demonstrated success leading service organizations with responsibility for customer onboarding, issue resolution, product support and post-sale account management
  • Ability to translate business objectives into technical requirements
  • Strong administrative and management skills, including the ability to prioritize multiple projects, programs and objectives
  • Ability to translate quantitative data into actionable recommendations
  • Project management
Compensation & Benefits 
  • Competitive compensation based on experience level
  • Healthcare HMO & PPO 
  • Stock options and 401k
  • Flexible Spending Accounts
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  • Location
    Boston, Massachusetts
  • Employment Type
    Full Time
  • Minimum Experience
    Executive
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