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VP of Global Customer Success

ExecuNet Troy Full-Time
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We’re on a mission. As a fast-growing software company on the cutting-edge of technology, Company is revolutionizing global manufacturing in the same way cloud solutions have transformed sales, marketing, and human capital management. We want manufacturers to succeed. That’s why we’re on a mission to replace underperforming, on-premise enterprise resource planning (ERP) systems with the Company Manufacturing Cloud – ERP built for today’s model of manufacturing. If you want to see the future of business, we’re what’s next.

In support of our ongoing growth, Company is looking for a Vice President of Global Customer Success.  This Vice President position is a senior leader within the Global Services and Support organization who leads the Customer Success Management team.  Additionally, this role is responsible for driving customer success, reducing customer churn, and identifying expansion opportunities. It requires superb client relationship management skills, demonstrated team development, clear communications, and the ability to manage cross-functionally through influence.  This position will report to the Chief Customer Officer and is based out of our Troy, MI HQ or may work remotely for highly desirable candidates.  Additional attributes include the following:

Responsibilities: 

  • Build, manage, coach, and mentor a team of Customer Success Managers (CSMs)
  • Drive customer success through proactive value management
  • Influence customer lifetime value through higher adoption, customer engagement and overall health scores
  • Maintain strong renewal rates
  • Identify and qualify opportunities for both expansion of existing capabilities and identifying and positioning new Company products and services to the customer base.
  • Thought leadership regarding account management, value management, customer onboarding, and customer success best practices
  • Develop and continuously evolve a multi-tiered (including tech-touch) approach to managing various Company customer segments
  • Drive CSM execution by reviewing account strategies, adhering to strong forecast discipline, and managing customer-focused campaigns led by the CSM organization
  • Active engagement and partnership with Sales to ensure successful customer management, sales goal achievement, and CSM goal achievement
  • Serve as a customer advocate within our organization, championing changes to the product that will increase usage, success, and satisfaction
  • Represent your team’s progress and activity within salesforce.com and accurately forecast your business to senior management
  • Establish and maintain strategic relationships with key partners essential to driving customer success
  • Recruit, hire and retain top talent
  • Drive and develop new initiatives and other key programs as required to evolve our Customer Success strategy
  • Actively step in to support high level, global customer engagements
  • Ability to travel 50%

Qualifications:

  • 5+ years of customer success management experience with comCompany enterprise solutions
  • 10+ years of consultative sales, business consulting and or account management experience
  • Experience building a multi-tier customer success management model
  • Experience with large enterprise implementation best practices
  • Proven success meeting and exceeding a quota
  • Proven success in rallying the various company functions to deliver customer value
  • Contract negotiation/renewal experience
  • Experience working with enterprise solutions with discrete manufacturing customers
  • Experience working with cloud/SaaS environment
  • Bachelor’s Degree required
 

Recommended skills

Account Management
Customer Relationship Management
Consultative Selling
Contract Negotiation
Leadership
Management
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Job ID: 585440

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