Not finding your perfect job, let us help.

Click here to submit your job preferences.

VIP Staffing

Close Menu

Chief Customer Success Officer Opening, San Antonio, TX

Location: San Antonio, TX

Post Date: 12/07/2020

Job Title: Chief Customer Success Officer

This role is responsible for creating amazing outcomes for our customers. You will be responsible for our worldwide delivery organization and report to the CEO as a member of the senior leadership team.

You’re a proactive, assertive, take charge person who is obsessed with creating happy, loyal customers. You like creating highly tuned organizations though the use of people process and technology. You want to work in a competitive, fast-moving environment allowing independence and freedom to create your success.

We are a fast-growing, profitable tech startup with big ambitions. We are a leader in virtual events software and are growing very quickly. Your mission will be to take our largest team, delivery, to greater heights as a high-performing organization and evolve it with repeatable processes, strong team members and excellent culture.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The Chief Customer Success Officer is responsible for our worldwide service delivery organization. This includes:

  • Project Management Teams

  • Onshore and Off-shore Production Creative Teams

  • Helpdesk Teams

  • Centers of Excellence Specialists

  • Quality Assurance

  • Tech Support (L1/L2/L3) Teams

  • Relationship Management Teams

Your main metric is customer satisfaction measured by Net Promoter Score (NPS), you:

  • Lead and operate the organization that deliver virtual events on behalf of our customers

  • Own the customer experience as measured and tracked through NPS

  • Take immediate and direct action to resolve customer issues systemically

  • Translate the company vision and strategy into annual and quarterly plans for your team

  • Lead root cause analysis (RCA) investigations to understand failures and implement lasting company-wide improvements

  • Manage, persuade and influence the team to achieve team and company goals

  • Deploy and execute on existing systems for planning and coordination across functions

  • Supervise and guide your staff through execution of plans on a daily basis

  • Lead team planning, hiring and budget development efforts for your organization

  • Logically develop plans to address anticipated and unforeseen business challenges

  • Provide input to the CEO regarding business strategy

  • Work closely with other members of the c-suite to deliver excellence for our customers

  • Deploy elements of the planning and operational playbooks we use, including EOS and other tools

QUALIFICATIONS AND REQUIREMENTS

  • Experienced and highly passionate about delivering a world-class customer experience

  • Senior-level track-record running high-velocity delivery organizations, specifically in B2B enterprise software experiencing very rapid growth

  • Detail orientation with a focus on accountability and correctness

  • Excellent leadership, verbal, written communication, and presentation skills

  • Strong knowledge of best practices in the following areas:

  • Implementation, Training & Professional Services for SaaS company 

  1. Proven leader in developing implementation services 

  2. Mastery in resource planning, utilization and budgeting 

  3. Knowledge in providing services under a managed services model 

  4. Knowledge in managing a variable bench model – onshore and off-shore

  5. Experience in deploying and growing a global services team 

  6. Ideally experienced in developing and executing a variable bench model 

  7. Clear understanding of Fee VS Free services 

  8. Excellent customer and community engagement experience – not lead but be part of (events, webinars, customer advisory)

  • All levels of support 

  1. Level 1 – 3 support – on and offshore 

  2. Clear understanding of handoff points – sales, services, support, renewals and growth 

  3. Measuring and reporting the right metrics 

  4. Creating a delightful experience for customers 

  • Helpdesk model 

  1. Understanding of a helpdesk model for SaaS companies 

  2. Clear understanding on scaling between on and off-shore

LOCATION

This position is remote-optional or in our San Antonio HQ, but our only requirement is you should be located in a US time zone. We offer competitive compensation, great career growth potential, and a comprehensive benefits package

ABOUT US

a member of a local Software family of companies and providing global software and services for enterprise online events. Our cloud-based product portfolio includes virtual environments, learning management and webinars. Designed for marketing, sales, recruitment, training and HR communications, we transform big ideas into real-world results. Our customers include Salesforce, Blackrock, GE, SonicWall, Ericsson, CA Technologies and Fiserv.

Job Type: Full-time

Salary:

Benefits:

  • Health insurance

  • Dental insurance

  • Vision insurance

  • Retirement plan

  • Paid time off

  • Flexible schedule

  • Parental leave

  • Company Equity


Click Here to Apply
Sign up for our Newsletter