Vice President of Customer Success - 100% REMOTE

---

Job description

Atrilogy's direct client is seeking a Vice President of Customer Success to join their growing team. This is a Full-Time, Direct-Hire role, 100% REMOTE!

The VP is charged with creating the strategy and building programs that optimize customer satisfaction, services execution, customer support throughout the customer journey.

Responsibilities:

• Lead, develop, and execute a customer success strategy to expand annual recurring revenues, increase renewal rates and reduce churn
• Create a comprehensive customer success and client retention strategy focused on effective onboarding and account management, as well as an operational plan including specifics around the people, process and technology required to achieve it
• Build, refine and enhance engagement delivery frameworks across each services practice area (onboarding, campaign, training) including the design, roll-out, and delivery of outcome-based services for customers globally
• Define key operational metrics and establish systems for tracking metrics that define service level expectations
• Create a persistent focus on the customer in the actions the company takes by becoming the voice of the customer through customer intimacy and data driven decisions
• Develop standards for handling customer issues and escalation path to ensure customer satisfaction and drive successful outcomes
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Drive new business growth through greater advocacy and reference-ability
• Define and Optimize Customer Lifecycle and s standardize interventions for each point in journey
• Successfully implement and deploy the Company's solution for clients. Build, enforce and evolve a repeatable process from initial discovery through implementation and adoption.
• Evaluate how current client needs are (and are not) being met. Qualifying and quantifying client feedback and usage patterns/behavior
• Collaborate with the product, engineering, marketing, and sales teams to contribute to the overall management and strategic direction of the organization as a highly visible executive leader
• Maintain deep knowledge of the Company's product, industry trends, and competition
• Continually evaluate the team design, personnel, and their processes with an eye on improving current workflows, communication, better aligning customers, partnering with marketing and sales, and establishing key metrics for each team
• Strategically view the marketplace, analyze customer data, and successfully manage the satisfaction of current and future customer base.

Qualifications

• 10+ years overall successful customer success professional services leader in a high-growth B2B software/SaaS environment
• Proven ability to design and implement a suite of compelling services methodology, framework, and offerings that are in alignment with customer and company needs
• Track record achieving customer success goals (NLR, NDR, NPS, Expansion sales, etc.)
• A metric approach to professional services - clear approach to measuring success with standard PSO model (billable vs non-billable utilization, margin, etc.).
• Proven ability to work with organizational leadership to build consensus around strategy and tactics
• Ability to craft and execute a business strategy that will allow for future customer expansion
• Demonstrated financial acumen and a history of data-driven decision-making based upon business metrics
• Proven track record in creating, implementing, and rolling out a customer success program at scale, and ability to manage multiple customer implementations concurrently
• A strong, strategic vision for customer success, customer experience and professional services
• Bachelor's degree or equivalent, relevant graduate degree preferred

Soft Skills

• You see ambiguity as an opportunity, and obstacles as chances to build
• You possess high emotional intelligence with a proven ability to communicate and manage well at all levels of the organization
• You have the courage to go against the current curve and think differently
• You thrive in fast-paced, dynamic environments. Can cut through the noise to be effective
• You have a bias for action. Takes a scrappy approach to get things done, able to drive execution of big initiatives while navigating stakeholder concerns
• You're an analytical thinker; someone who thrives in the use of data to drive decisions.

For immediate consideration please submit your resume in Word format, along with daytime contact information.
Client is unable to provide H-1B Visa sponsorship at this time. All submittals will be treated confidentially. Pursuant to the Fair Chance for Hiring Initiative Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Principals only, no third parties please.

Atrilogy Solutions Group, Inc. (est. 2000), in partnership with Peak17 Consulting (est. 2008), provides organizations of all sizes with high-quality, cost effective information technology (IT) staffing services.

Atrilogy has been recognized by Inc. magazine as one of the nation's fastest-growing, privately held companies. Headquartered in Irvine, California, Atrilogy also has offices in Denver, Phoenix, & Atlanta with satellite offices in Boston, Jersey City, Las Vegas, and Delhi, India.

Clients turn to Atrilogy for expertise in:

• IT staffing and placement such as Project Managers, Agile/Scrum Masters, Business Analysts, DBAs, Software Engineers, Mobile Developers (iOS, Android), DevOps, Automation, QA, Systems & Network Engineers, Cyber Security / Information Security Specialists, ERP, CRM, Business Intelligence, Data Warehousing, Big Data and Creative (UI/UX, Web Design)

Clients turn to Peak17 for expertise in:

• Operational staffing and placement of Accounting/Finance, Human Resources, and Marketing professionals, as well as Information Technology resources.

Atrilogy Solutions Group and Peak17 Consulting are Equal Opportunity Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, protected veteran status, or any other basis protected by applicable law, and will not be discriminated against on the basis of disability.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
#JNH

- provided by Dice