VP of Customer Success

Convoso
Woodland Hills, CA
30+ days ago

Job Description

COMPANY SUMMARY:

Build your marketing career in the fast-paced tech world. Convoso is a leading innovator of contact center software in a continually evolving industry. We are looking for motivated team players ready to jump in as we work together to drive our company's accelerated growth. (Just a heads up - we were selected as one of the best places in LA to work in 2021!)

Our expansion means opportunities for learning and career development for the right candidate.

Positive attitude, collaboration, passion to improve, and initiative are essential to success in this position. You'll be stepping into a dynamic environment where you'll be able to challenge yourself as you develop new skills and responsibilities. Convoso is deeply committed to the growth of its employees, which means an enthusiastic and motivated individual will have opportunities to build their career at our company.

GENERAL PURPOSE: To oversee the customer lifecycle post-sale through renewal including Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.). We prefer an individual that can be in the office but open to remote for the right individual

RESPONSIBILITIES/DUTIES: Please note that the duties may vary depending on department size, organizational structure and/or geographic location. Other duties will be assigned as required. Reasonable accommodations may be made to allow differently-abled individuals to perform the essential functions of the job.

  • Drive Customer Success Outcomes
    • Increase renewal rates and reduce churn
    • Expand our revenue in accounts through cross-sell and up-sell
    • 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
    • Map customer journey
    • Develop listening points in journey (e.g., usage, satisfaction, etc.)
    • Standardize interventions for each point in journey
    • Define segmentation of customer base and varying strategies
    • Identify opportunities for continuous improvement
    • Learn from best practices in industry
  • Manage Customer Success Activities
    • Onboarding, Training, Professional Services, Customer Support, Customer Success Management, Renewals, Cross-sell / Up-sell, Advocacy
  • Measure Effectiveness of Customer Success
    • Define operational metrics for team
    • Come up with metrics/KPIs for each CSM
    • Establish system for tracking metrics
    • Create cadence for review within team
    • Expose subset of metrics to the executive team
    • Hit revenue and expansion goals
    • Provide a concrete plan to make CS a profit center
  • Lead World-class Customer Success Team
    • Recruit experienced leaders for each functional role
    • Attract high potential individual contributors into team
    • Create rapid onboarding process for new team members
    • Foster collaboration within team and across customer lifecycle
    • Encourage continuous learning within team
  • Enhance Effectiveness and Efficiency Through Technology
    • Support systems
    • Customer marketing software
    • Reference and advocacy solutions
    • Customer Success Management platform
  • Inspire Customer Success Across Company
    • Create company-wide culture of Customer Success
    • Align with Marketing around marketing to existing clients
    • Align with Product around driving product roadmap
    • Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
    • Align with Finance around measurement and forecasting
    • Align with Executive Team around key metrics and objectives
    • Drive company-wide definition of ideal customer
    • Create company-wide customer feedback loop

SUPERVISORY DUTIES In accordance with applicable policies/procedures and Federal/State laws, may perform the following supervisory responsibilities: Interviewing, hiring, orienting and training employees; planning, assigning, and directing work; coaching and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

MINIMUM QUALIFICATIONS: The following are the minimum qualifications, which an individual needs in order to successfully perform the duties and responsibilities of this position. Please note that the minimum qualifications may vary based upon the department size and/or geographic location.

Knowledge/Skills/Abilities:

  • 10+ years experience in leading customer-facing organizations
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Ideally combined background of post-sale and sales experience
  • Strong empathy for customers AND passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills
  • Proven success defining operational metrics for team, and establishing system for tracking metrics
  • A proven ability to grow revenue in strategic relationships with clients
  • Experience developing and implementing solutions to hit revenue targets
  • Strong customer service skills with the ability to investigate and take action to meet future and current client goals
  • Stellar problem-solving skills and enjoy providing a high level of service
  • Willingness to take initiative individually and within a team
  • Bachelor's degree

PHYSICAL DEMANDS: In general, the following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to allow different individuals to perform the essential functions of the job.

Must be able to see, hear, speak and write clearly in order to communicate with employees and/or other customers; manual dexterity required for occasional reaching and lifting of small objects, and operating office equipment. Conduct branch audits in accordance with firm policy, which may require travel to other cities and states.

WORK ENVIRONMENT: In general, the following conditions of the work environment are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to allow different individuals to perform the essential functions of the job within the environment.

WORK PERKS WORTH THE HYPE:

  • Competitive compensation package
  • Medical, dental, and vision insurance
  • 401(k) employer match program
  • Stock options
  • PTO, Paid Sick Time
  • Casual Dress
  • Company Outings - On and offsite team building events
  • Family Lunch Friday's (lunch provided to all employees)
  • UberEats gift cards for employees during Covid (to replace Family Lunch Friday's)
  • Fully stocked kitchen (vegetarian friendly)
  • Leadership Development Program
  • Your birthday off
  • Monthly Gym Reimbursement
  • Monthly massages
  • Free Parking
  • Apple laptop

Source

https://www.indeed.com/jobs

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