As the VP of Client Experience, you excel at the below core competencies
Relationship Building: Can build immediate rapport, even when facing difficult or tense situations.
Adaptability: Skilled in adapting their approach and demeanor in real time to match the shifting demands of different situations.
Manages Complexity: Can make sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
Accountability: Establishes clear responsibilities and processes for monitoring work and measuring results.
The impact you'll make
Build and maintain strong strategic relationships with key decision makers and become a trusted advisor to clients by effectively understanding their business needs and advocating for them across our organization.
Develop and execute comprehensive strategies to achieve proactive positive client relationships and drive growth.
Lead, motivate, and mentor the client success team, fostering a high-performance culture and ensuring individuals exceed client expectations and experience.
Drive customer adoption of the company's offerings by providing training, resources, and support to maximize product/service utilization.
Conduct regular, timely check-ins with clients to ensure they are satisfied, and their needs are being met.
Provide reports and updates to the executive and leadership team, offering insights, recommendations, and opportunities to proactively make changes to improve our client relationships.
Ensure alignment between customer success and the broader organizational strategy, driving a customer - centric culture.
Collaborate with cross-functional teams, including Product, Project and Development to ensure seamless service delivery, client onboarding, and problem resolution.
Collaborate with Sales, Product, Development, etc. on strategic initiatives and client requests, including influencing roadmap for product enhancements.
Set clear expectations and objectives for help desk and support managers, aligned with company goals and customer satisfaction.
Facilitate collaboration between help desk and support teams, ensuring consistent and cohesive service delivery across all customer touchpoints.
What you will bring
Bachelor's Degree in Business or a related field preferred
8+ years of relevant leadership experience in customer success or related function
5+ years' experience building relationships with executives with company level decision making authority
5+ years' experience with B2B Software companies
Experience working within the retail industry highly preferred
Proven problem-solving and decision-making skills, with the ability to think strategically and find innovative solutions.
Bias towards action and comfortable with ambiguity; motivated to solve complex problems with a creative, can-do mindset