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VP, Client Success

Company: Vaco Technology
Location: Atlanta
Posted on: April 3, 2024

Job Description:

Job Summary:As the Vice President of Client Success, you'll helm our Small Business, Strategic Accounts, and Enterprise Client Success teams with finesse and vision. Your role extends beyond leadership; it's about crafting a strategic narrative and fostering innovation within our critical customer-facing units. Reporting directly to the SVP of Customer Experience, you'll be instrumental in propelling customer objectives, driving product utilization, spearheading business transformation, and expanding revenue streams by ensuring the complete engagement, success, retention, and growth of our cherished customer base.Essential Functions:

  • Lead, empower, and mentor our Client Success teams, orchestrating strategies and prioritizing key metrics in perfect harmony with our overarching company vision.
  • Cultivate a cadre of exceptional talent through recruitment, training, and development initiatives.
  • Elevate customer lifetime value by meticulously charting the customer journey, launching programs to amplify business value, collaborating seamlessly across teams to unearth growth opportunities, and ensuring the unfaltering achievement of customer goals.
  • Champion the voice of the customer, influencing internal stakeholders to embrace a customer-centric ethos.
  • Architect ingenious customer success frameworks and solutions, primed for scalability and alignment with our company's strategic blueprint.
  • Collaborate seamlessly with sales teams to guarantee the efficient handling and follow-through on all leads.
  • Navigate through departmental data with finesse, delivering monthly executive-level reports that encapsulate insights and actionable strategies.
  • Master the intricacies of our product roadmap, seamlessly communicating the value proposition of new releases to our discerning clientele.
  • Uphold client renewal rates at or above company benchmarks, deftly addressing exit strategies when needed and ensuring our CRM systems are meticulously updated.
  • Grace industry events with your presence, adeptly representing the company and fortifying relationships with our esteemed client base.
  • Collaborate hand-in-hand with company leadership to elevate customer satisfaction metrics and amplify our account reference potential.
  • Identify and deftly manage at-risk clients, orchestrating bespoke Improvement Plans by leveraging collaboration with internal stakeholders.Minimum Requirements:
    • An unwavering zeal for customer empowerment.
    • A stellar track record of over 10 years in client success/account management.
    • Demonstrated progression through Customer Success and/or Professional Services leadership roles, with a keen eye for sales also being highly valued.
    • Proven experience in team management, including adept management of fellow managers.
    • A robust strategic outlook, finely attuned to customer experience, professional services, and customer support.
    • Superlative written and verbal communication skills.
    • Exceptional problem-solving acumen, fortified by sound judgment and peerless interpersonal skills.
    • Possession of empathy, humility, and active listening skills, essential for fostering genuine connections with our clientele.
    • A penchant for data-driven decision-making, coupled with an unyielding willingness to experiment and iterate.
    • A staunch advocate for customers, poised to engage directly and meaningfully with them.
    • Adept collaboration with all levels of our organization.
    • A nuanced understanding of broader business initiatives and strategy, effortlessly woven into client interactions and outcomes; a true strategic virtuoso.
    • A willingness to travel throughout the year, occasionally even on weekends.Preferred Requirements:
      • Previous experience in SaaS.
      • A background in healthcare, which would be a significant asset.

Keywords: Vaco Technology, Atlanta , VP, Client Success, Executive , Atlanta, Georgia

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