Vice President, Customer Experience and Enablement

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Job description

Personal development and becoming the best you is all about growth and exploring new skills and opportunities - both in and out of the office. At Accruent, we call this Grow Without Limits, and we're proud to offer each of our employees the resources, coaching and support necessary to achieve Growth Without Limits in their personal and professional lives. Explore where the path takes you.

The Role

We are looking for a Vice President of Customer Experience and Enablement who will develop and execute strategies that positively transform the Accruent customer journey. This critical role will report directly to the Chief Customer Officer and will be tasked with working horizontally and outside-in to lead evolutionary and revolutionary improvements to our customer experience. This leader will be responsible for building and leading a team that optimizes the customer experience to drive adoption and demonstrate value across the entire customer lifecycle, with the goal of earning maximum gross and net retention.

This role is a high impact, transformational role that requires the ability to accelerate progress with and without formal authority. This is not a pure strategy role, nor is it a pure execution role - candidates should be very comfortable operating in both arenas.

Responsibilities and Core Functions

• Build, operationalize, and mature Accruent's capabilities in customer journey mapping, systematic voice of customer capture, and other customer experience disciplines to increase customer adoption and ultimately the customer value.
• Lead large-scale transformation efforts to improve customer value and employee engagement, to deliver improved company financial performance - especially net dollar retention and operating margin expansion
• Develop a predictable and scalable customer engagement model, utilizing best practices such as health indicators, heat signatures, value tracking, intervention playbooks, and success plans.
• Create standard work and daily management for SaaS customer retention, growth, and advocacy that can be deployed across Accruent and at other Fortive operating companies.
• Collaborate cross-functionally with key stakeholders across the organization to deliver meaningful, step-function improvements in customer experience and core SaaS financial metrics by continuously improving the customer journey.
• Attract, retain, and develop a team of talented, engaged, inclusive professionals who model our core values.

Qualifications

• 15+ years of experience focused on B2B customer retention and growth, preferably in a SaaS or software environment. The ideal candidate will have experience with both SMB and enterprise customer bases.
• Prior experience leading (or directly supporting via strategy or operations) more than one component of the customer lifecycle, such as marketing, sales, onboarding, services, training, support, customer success, and renewals.
• Demonstrated success delivering sustained improvement using frameworks such as Hoshin Kanri (Policy Deployment), Lean, Kaizen, Six Sigma, Total Quality Management, Toyota Production System, and Theory of Constraints.
• Experience building and leading a talented, inclusive team. Proven mentorship and development skills required. This leader will play a meaningful role in the development of key talent inside and outside of their reporting structure, with a particular focus on helping to develop ready-now and ready-soon leaders within the customer organization.
• The ideal candidate will have experience driving change within both large multinational enterprises as well as growth-stage companies.
• Demonstrated success in scoping, deploying, and optimizing customer-focused technologies such as Gainsight, Qualtrics, and Pendo, or similar tools.
• The ideal candidate will have experience evolving the customer experience during a major technology change, such as the shift from on-premise to SaaS delivery models.
• Exceptional data fluency, with the ability to analyze and synthesize data and turn it into meaningful action. This should include experience collecting, discerning, summarizing, and acting on unstructured data and insights via ethnographic research methodologies, statistical analysis, and operational instrumentation data.
• Adept facilitation skills, with the ability to effectively lead working sessions such as journey mapping, Kaizen events, and strategy sessions.

Success Traits

• Model for the Customer Obsession core value
• Ability to understand and empathize with both "suits" and "hard-hats"
• Cross-functional collaboration, with or without formal authority, at all levels of an organization
• The ability to develop solutions that are scrappy or elegant, and the discernment to know which situations call for which approach
• Kaizen as a way of life
• Thought leadership in customer-related disciplines

Please Note:

• This is a full-time, exempt opportunity
• This is a remote role - relocation will not be considered for this position
• The ideal candidate would be able to travel to Accruent's Austin, Texas office as well as other locations as needed for Journey Mapping workshops, Kaizen events, and other collaborative meetings
• At this time, visa sponsorship is not available.
• All job offers are contingent upon a successful background investigation and drug test.
• Accruent requires new employees to be fully vaccinated for COVID-19 as defined by the CDC, subject to applicable, verified accommodation requests. For additional information about our COVID-19 approach, please visit: . All offers of employment are expressly conditioned upon compliance with our COVID-19 vaccination policy.

We believe everyone can bring something incredible to the table with each of our unique experiences and personal skillset. We encourage you to apply for roles that interest you, even if you don't believe you have the exact experience we're looking for, or your background doesn't match the job description perfectly. If you are courageous, adaptable, and love being part of an extraordinary team, we want to hear from you!

ABOUT ACCRUENT

Accruent is the world's leading provider of intelligent solutions for the built environment - spanning real estate, integrated technology systems, and the physical and digital assets they connect. Accruent continues to set new expectations for how organizations can use data to transform the way they manage their facilities and assets and is transforming the way people and systems work together. With major office locations in Austin, New Orleans, London and Amsterdam, Accruent serves more than 10,000 customers in a wide range of industries in more than 150 countries around the world. For more information, visit .

Accruent is an Equal Opportunity, Affirmative Action employer. Women, minorities, veterans, and individuals with disabilities are encouraged to apply.

All offers of employment are made contingent upon the successful completion of a background check. A background check may include: verification of education, past employment, criminal background reports, motor vehicle driving records, reference checks, civil suit records, drug test and/or investigations into incidents involving theft, fraud, harassment and workplace violence. The company is the sole determinant of a successful background check.