Vp Customer Operations (Remote)

VP, Customer Operations

The Vice President of Customer Operations oversees the post-sale customer experience by managing operational processes that ensure effective service delivery. This role involves leading customer support teams, implementing customer success strategies, and utilizing feedback to improve products and services.

The primary focus is on developing and executing strategies to enhance customer satisfaction, elevate the overall experience, and foster customer loyalty. Responsibilities include providing strategic direction, managing a team of customer success and technical support professionals, and collaborating with cross-functional stakeholders to deliver exceptional service across all customer touchpoints.

Job Type: Full-time

FUNCTIONAL DUTIES:

• Leadership and Strategy:
  • Hire, mentor and direct client’s post-sales team of Client Success Managers (CSM) and Technical Solution Specialists (TSS).
  • Set clear performance goals and key performance indicators (KPIs) for the customer service and customer success teams.
  • Provide strategic guidance and direction, ensuring alignment with the organization’s vision and values.
  • Foster a customer-centric culture and instill a strong focus on delivering exceptional customer experiences.
• Team Management:
  • Recruit, train, and manage a team of customer service and customer success professionals, ensuring their skills and knowledge align with the organization’s objectives.
  • Provide ongoing coaching, feedback, and performance evaluations to drive continuous improvement.
  • Establish effective communication channels and promote a positive and collaborative work environment.
  • Develop succession plans and talent development initiatives to ensure a skilled and motivated customer service team.
• Customer Experience Enhancement:
  • Identify opportunities to improve the customer experience by analyzing customer feedback and industry best practices.
  • Collaborate with cross-functional teams, such as product, engineering, sales, and operations, to address customer pain points and drive customer-centric improvements.
  • Implement customer service technologies and tools to streamline processes, enhance efficiency, and personalize customer interactions.
  • Stay updated on emerging trends and technologies in customer service to proactively adapt strategies and stay ahead of the competition.
• Performance Monitoring and Analysis:
  • Monitor and analyze customer service metrics and KPIs, such as response times, resolution rates, customer satisfaction scores, and customer retention.
  • Use data-driven insights to identify areas of improvement and implement strategies to enhance performance.
  • Prepare regular reports and presentations for executive leadership, highlighting customer service achievements, challenges, and recommended actions.
• Relationship Management:
  • Cultivate relationships with key customers, strategic partners, and stakeholders to understand their needs, address concerns, and maintain strong relationships.
  • Collaborate with sales and account management teams to ensure alignment and deliver a seamless customer experience throughout the customer journey.
  • Act as a customer advocate within the organization, representing customer interests and influencing decisions that impact customer satisfaction.
• Crisis and Escalation Management:
  • Develop and implement crisis management protocols to handle customer escalations and challenging situations effectively.
  • Ensure swift and satisfactory resolution of escalated customer issues, maintaining transparency and professionalism.
  • Identify systemic issues and implement corrective actions to prevent future escalations.

REQUIREMENTS:

• Bachelor’s degree in Business Administration or Information Technology
• 7+ years of experience leading teams in customer-facing capacity (e.g. Account Management, Client Success)
• In-depth knowledge of customer success strategies, best practices, and technologies
• Strong leadership skills with the ability to inspire and motivate a diverse team
• Excellent communication and interpersonal skills, with the ability to build relationships and collaborate with stakeholders at all levels
• Analytical mindset with the ability to leverage data to drive decision-making and continuous improvement
• Strategic thinking and problem-solving abilities, with a focus on achieving business objectives
• Strong customer orientation and empathy, with a passion for delivering exceptional customer experiences
• Experience in crisis management and handling customer escalations
• Proficiency in customer service software, CRM systems, and other relevant tools