VP, Customer Operations

CLIENT SUMMARY

Our client is a worldwide provider of cloud-based software and services. They offer secure collaboration platforms to various organizations, including global video, internet, and communications providers, as well as many other industries.

RESPONSIBILITIES

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.

Leadership and Strategy:

• Lead and mentor post-sales teams (Customer Success Managers, Technical Solution Specialists), setting performance goals and KPIs.
• Provide strategic direction aligned with organizational vision and values.
• Foster a customer-centric culture focused on exceptional experiences.

Team Management:

• Recruit, train, and manage customer service and success teams.
• Offer coaching, feedback, and performance evaluations for improvement.
• Promote communication and collaboration, while developing succession plans.

Customer Experience Enhancement:

• Analyze feedback and best practices to enhance customer experience.
• Collaborate with teams (product, sales, ops) to address customer pain points.
• Implement tools to streamline processes and stay updated on trends.

Performance Monitoring and Analysis:

• Track customer service metrics (response time, satisfaction, retention).
• Use data to improve performance and report on achievements and challenges.

Relationship Management:

• Build strong relationships with key customers, partners, and stakeholders.
• Ensure alignment with sales/account management for seamless customer experience.
• Act as a customer advocate in decision-making.

Crisis and Escalation Management:

• Implement crisis protocols for effective escalation handling.
• Resolve issues swiftly, maintain transparency, and identify corrective actions.

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