Vice President, Customer Success (onsite in Phoenix)

ABOUT THE JOB:

The Vice President of Customer Success reports to the EVP, Chief Admin Officer and will oversee five Customer Service Centers comprised of approximately 150 team members across the US and Canada. The teams are responsible for customer success, billing and work order management and are the primary points of contact for our customers. This role is responsible for proficiently leading the team and driving initiatives that support our customers. 

WHAT YOU'LL BE DOING:

• Responsible for setting the strategic vision and strategy while prioritizing objectives for the customer success team
• Deploy programs to help promote company value to customers
• Architecting the customer success organization and solutions to leverage and grow in support of our revenue goals, including finding the correct balance of services and support for our many customers
• Develop and implement programs for the customer success team that include organization change, convergence, training on systems, technology, and process improvements, dealing with difficult customers and selling Value-Added Product Solutions (VAPS) 
• Manage ~$10 million department budget
• Promote operational excellence: identifying and executing opportunities to optimize and automate our organizational systems and processes with a focus on agility
• Review, design and execute on improvements to org structure and skills/knowledge expansion
• Ensure strategic goals are met
• Utilize Salesforce Service Cloud to track, analyze, and report performance data on key departmental initiatives
• Interact with stakeholders to set expectations, review objectives and coordinate resources across the individual team's projects
• Maintain a high-performance environment by monitoring the team tasks and ensuring a balanced workload for service profitability
• Assess training needs and select training tools for team members
• Lend expertise to internal teams and task forces
• Communicate with staff to ensure policies and procedures are adhered to and maintained

EDUCATION AND QUALIFICATIONS:

Education: 

• Bachelor’s degree in related technical or business discipline from a four-year college or university 
  • Master preferred 
• 15 years of demonstrated experience in customer experience or other customer centric roles; with at least 8-10 years in a leadership role 
• A proven track record in leadership positions, preferably in customer support, operations, and/or sales management

Skills and Abilities: 

• Proven experience introducing new systems, process, and procedures in a call center environment
• Strong planning and process skills with the ability to implement a vision throughout the team
• Passion for data-driven decision making
• Motivated, energetic, adaptable paired with a high growth-mindset
• Strong influencing skills, with a reputation for getting things done effectively
• Excellent oral and written communication skills, including Executive-level presence 
• Superb people and management skills and ability to interact with peers, senior Executives, cross-functional stakeholders, and external third parties
• Ability to handle interpersonal relationships judiciously, professionally, and empathetically
• Experience in utilizing Salesforce
• Experience leading in a large company environment across multiple locations 
• Ability to travel overnight approximately 25%