VP, Customer Success

The Position:
The VP of Customer Success is responsible for the day-to-day management of the company’s customer success team with a focus on customer experience, relationship management, and upsell opportunities; this includes ensuring high customer satisfaction in our ongoing relationship, career development of all staff on the team, and for the continuous improvement of business practices.

Responsibilities: 
  • Collaborates with customers in a consultative manner to diversifying our presence within the customer organization and broadening our reach for product expansion opportunities
  • Ensures synchronization of customer satisfaction, growth, and product alignment 
  • Assists in product enhancements and customer centric use cases 
  • Ensures that support interactions are effective, efficient and deliver high customer satisfaction & maintain account reference-ability
  • Identifies, leads and closes upsell opportunities within existing customer accounts
  • Serves as escalation point for all matters related to ongoing customer engagement
  • Ensures that AR is collected in a timely fashion
  • Partners with the COO to define clear team goals and operating objectives
  • Manages and coaches a diverse team of talented resources
  • Leads development of customer success best practices & processes, methodologies, implementation of new tools, and other intellectual capital
  • Supports the sales team by assisting with the creation & presentation of services proposals, statements of work, and contract negotiations
  • Teams with other parts of the organization including finance, sales, marketing, and development to establish cross functional processes that maximize customer satisfaction
  • Works closely with client delivery team to ensure seamless transition from project implementation phases to ongoing sustainment and further customer development
  • Represents the company in key customer meetings and presentations globally

Must Haves:
  • 10+ years of progressive experience in client management and/or sales
  • 5+ years of experience managing a team of salespeople, account managers, solution engineers, or consultants
  • Strategic thinker with good business acumen
  • Strong written and verbal communication skills and experience in facilitation
  • Great interpersonal skills, works effectively with clients and team
  • Excellent client management instincts and abilities
  • Must be an effective problem solver & troubleshooter
  • Experience managing and growing a customer success team in high growth environment
  • Experience developing best practices and methodologies that differentiate an organization from the competition
  • Experience working with and advising senior level executives
  • Must have experience developing new business and nurturing existing client relationships
  • Ability and willingness to travel from time to time and occasionally work flexible hours to accommodate the time zones related to international clients

Personal attributes:
  • Must be able to lead, motivate & inspire a diverse group of employees
  • Must be honest and trustworthy
  • Be an exceptional communicator
  • Be respectful, flexible & professional
  • Possess cultural awareness and sensitivity
  • Outgoing, personable, responsible, self-motivated and confident
  • Be able to stay calm under intense pressure

About Flybits:
Flybits empowers enterprises to connect with their customers more meaningfully through micro-personalized experiences, powered by contextual data. Flybits aggregates disparate sources of relevant public and proprietary data without technical hassle, enabling Fortune 500 organizations to build sophisticated and evolving customer engagement programs with ease. Leveraging unique and patent-protected AI and machine learning capabilities, experiences created through Flybits become increasingly effective in delivering success. From driving product awareness to offering virtual concierge-style services, enterprises across the globe are using Flybits to add significant value to the lives of their customers and preparing themselves for the new data economy.
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Flybits is an Equal Employment Opportunity Employer. Employment, recognition and advancement at Flybits are based solely on individual merit and qualifications directly related to professional competence. We provide equal opportunity regardless of race (though currently we hire only humans), color, gender, ethnicity, ancestry, national origin, age, religious affiliation (or lack thereof), sexual preference or orientation (or lack thereof), pregnancy status, medical condition, marital status, or any other characteristic protected by law.

We will also make all reasonable accommodations to comply with the Americans with Disabilities Act (ADA) and similar Canadian, State, and Provincial disability laws.

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