AS VICE PRESIDENT OF CLIENT SUCCESS, YOU WILL BE RESPONSIBLE FOR

• The full client experience through the strategic direction, development, and management of the Client Success team responsible for post-sale product adoption.
• Working in partnership with key stakeholders (including Sales, Marketing, Engineering/Technology, and Product) to drive value for Clients and meet/exceed goals around Retention, Churn, Renewals, Upsells, and Referrals.
• Being innovative, flexible, and able to pivot quickly to address the needs of an operation in hyper-growth mode.
• The ideal candidate will have a strong client Success background across the SAAS B2B landscape as well as working in multiple geographies on a global basis with enterprise clients.

CORE RESPONSIBILITIES:

Operations

• Consult on strategic initiatives and opportunities to drive innovation and value for Clients
• Drive metrics on performance and processes to achieve Client objectives, provide the best Client experience and consistently achieve team productivity, and Client satisfaction targets
• Focus on building and improving process efficiencies within the Client Success team to drive exceptional Client Experience
• Maintain relevant controls, feedback systems, and reporting to monitor and manage the operation of areas of responsibility
• Guide team resolution of escalated issues and take point on key account issues and deal with all Clients in a highly professional and effective manner as the lead Client advocate within the organization
• Develop and maintain superior product and process knowledge, staying abreast of new enhancements that will impact Client adoption and experience
• Stay abreast of market conditions, industry best practices and procedures, and Client needs
• Provide guidance and accountability for Client Success team members across the Client life cycle

Metrics

• Establish and maintain a budget staying within spending parameters
• Measure departmental performance and report to stakeholders as appropriate
• Deliver the target financial performance from locked book accounts (growth in bookings and revenue)
• Achieve exceptional Client satisfaction
• Provide effective status updates
• Hold leaders and teams accountable to deliver in line with key metrics and deliverables

Strategy

• Collaborate with leadership to establish and execute on the vision and strategy to establish world-class excellence in the Client Success Team
• Develop and implement short and long-term strategic plans to meet key business objectives including increasing renewal rates and reducing churn, identifying opportunities for up-sell to drive revenue growth, and support new business growth through greater client advocacy and reference-ability
• Lead the Client Success team by developing and refining highly effective and efficient processes and procedures to meet/exceed defined KPIs and metrics of success, prioritizing initiatives and assigning projects, duties, and objectives

SKILLS REQUIRED:

• The ideal candidate should have a minimum of 5+ years of SaaS B2B Client Success leadership experience
• Exceptional Client orientation focus and success in creating a superior ClientExperience across geographies
• In-depth expertise of the Client Success function along with the ability to understand business strategies, company goals, and external factors affecting the governance of company activities
• Proven experience scaling a Client Success function and teams across geographies to support a growing global enterprise Client base
• Demonstrated ability to influence cross-functional partners and upper management to impact decision-making
• Must have an ability to think strategically and objectively and effectively translate data into actionable insights/strategies
• Highly articulate communicator who can convey important messages in a clear and compelling manner at all levels of an organization internally and externally
• Demonstrated track record working with C-suite Executives and large clients
• Exceptional critical thinking skills, problem-solving ability, and practical experience in delivering complex solutions in a fast-moving, hyper-growth global organization.
• Adaptability in pressure situations and with frequent and significant operational change
• A self-starter with the demonstrated ability to take initiative, proactively identify issues/opportunities, and employ exceptional business judgment and acumen to recommend and execute resolutions/actions
• Strong results orientation with a proven track record of flawless execution and strong attention to detail
• Ability to organize and manage multiple, and at times competing priorities
• Has a contagious and positive work ethic and inspires others
• Experience using Salesforce, Citrix Podio and/or other key account management platforms

PERSONAL ATTRIBUTES:

• Exceptional leader
• Must be flexible, entrepreneurial, and demonstrate a "can do' attitude with all colleagues throughout the Webware family.
• Excellent oral and written communication skills, with the ability to negotiate with peers and colleagues in a confident and compelling manner.
• An inspirational leader; can motivate, inspire, and galvanize teams around a product vision.
• Start-up experience is strongly preferred; entrepreneurial spirit a must.
• Excellent interpersonal skills, ability to manage, mentor, and motivate a team.
• Emotional intelligence is critical to this role.
• Strong analytical and logical skills.
• Problem-solving and organizational skills.
• Strong presentation skills.
• Strong track record in thriving in a high energetic, fast-moving environment.
• An extremely smart and dynamic individual

WHAT MAKES THIS A GREAT OPPORTUNITY:

• Represent a leading SaaS company with the most innovative technology in the industry.
• Ability to inspire and transform by enhancing our products with more innovation and automation to positively disrupt the industry and further enable our clients
• Use your well-rounded mix of technical expertise and strategic business mindset to identify opportunities for applying innovation while effectively prioritizing business impact
• Be a catalyst for fostering a culture centered around client value through strong leadership
• Work with supportive leadership and with co-workers focused on helping you succeed
• Professional growth & learning opportunities

BENEFITS AND PERKS:

• A competitive compensation package that includes performance bonus and the opportunity to participate in equity options in the company
• Access to a variety of coaches to assist in leading high performing teams
• Company Provided Group Health Insurance
• Opportunities to Learn and Grow and be part of a high-growth company
• Work-from-anywhere flexibility in Canada

CLICK HERE TO APPLY FOR VP CLIENT SUCCESS