Job Title: Vice President – Customer Success and Service

Overview of the Role

The Vice President of Customer Success and Service is a strategic leadership position responsible for driving the company's customer-centric initiatives, ensuring the delivery of exceptional service experiences, and fostering long-term client relationships. This executive role requires a visionary leader with a deep understanding of customer success strategies, operational excellence, and team management. The VP will collaborate closely with cross-functional teams to develop and implement policies, processes, and programs that enhance customer satisfaction, retention, and loyalty. As a key member of the leadership team, the Vice President will play a pivotal role in shaping the company's reputation and growth trajectory within the AE market.

Key Responsibilities

• Strategic Leadership: Develop and execute comprehensive customer success and service strategies aligned with the company's overall business objectives, ensuring a customer-first approach across all touchpoints.
• Customer Relationship Management: Cultivate and maintain strong relationships with key clients, understanding their needs and ensuring the delivery of tailored solutions that maximize satisfaction and retention.
• Team Development and Management: Lead, mentor, and expand the customer success and service teams, fostering a culture of excellence, accountability, and continuous improvement.
• Operational Oversight: Oversee the design and implementation of customer service processes, workflows, and tools to optimize efficiency, responsiveness, and quality of service delivery.
• Performance Metrics and Reporting: Establish key performance indicators (KPIs) for customer success and service teams, monitor performance, and provide regular reports to executive leadership to inform strategic decisions.
• Cross-Functional Collaboration: Work closely with sales, marketing, product development, and technical teams to ensure a seamless customer experience and to incorporate customer feedback into product and service enhancements.
• Customer Advocacy and Feedback: Act as the voice of the customer within the organization, advocating for customer needs and translating feedback into actionable insights for continuous improvement.
• Market and Industry Trends: Stay informed about industry best practices, emerging trends, and competitive landscape to innovate and maintain a leading position in customer success and service excellence within the AE region.