VP of Customer Success (Head of)
The VP of Customer Success will be responsible for ensuring that NuORDER’s growing client base fully utilizes the leading wholesale SaaS platform and effectively integrates it into their business workflow.  The right candidate will oversee the customer support, account management and technical support functions for the company with a focus on driving renewals.Specifically…Set the overall vision and strategic plan for the Customer Success organization; execute against the plan, building and scaling the Customer Success function for NuORDER.Recruit, develop, lead and retain a Customer Success &amp; Technical Support team dedicated to customer success and long-term customer partnerships.Manage and drive the team to hit established quarterly KPI targets for client success and growth.Drive the creation, presentation and negotiation process of renewal proposals.Effectively direct the day-to-day operations of the Customer Success organization (post-sales professional services, on-boarding, implementation services and training).Build and nurture C-level relationships across top accounts to solidify partnerships.Serve as escalation point for customer issues ensuring issues are resolved quickly by leveraging resources across the company.Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of NuORDER product features and services.Develop the reporting and infrastructure needed to maximize customer success and team performance; identify operational inefficiencies and improve them.Use quantitative and qualitative analysis to drive operational excellence in customer engagement.Identify and establish appropriate KPIs and dashboards reporting to Co-CEOs to measure company performance as it relates to customer success, customer usage, engagement and renewals.Oversee the Account Management team to help roll out new features, educate the customers on said features and upsell/cross-sell as appropriate.Deliver transformational leadership so that the CS team is highly motivated and engaged.Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization.
Title: VP of Customer Success (Head of)
Salary: None
Description: The VP of Customer Success will be responsible for ensuring that NuORDER’s growing client base fully utilizes the leading wholesale SaaS platform and effectively integrates it into their business workflow.  The right candidate will oversee the customer support, account management and technical support functions for the company with a focus on driving renewals.Specifically…Set the overall vision and strategic plan for the Customer Success organization; execute against the plan, building and scaling the Customer Success function for NuORDER.Recruit, develop, lead and retain a Customer Success &amp; Technical Support team dedicated to customer success and long-term customer partnerships.Manage and drive the team to hit established quarterly KPI targets for client success and growth.Drive the creation, presentation and negotiation process of renewal proposals.Effectively direct the day-to-day operations of the Customer Success organization (post-sales professional services, on-boarding, implementation services and training).Build and nurture C-level relationships across top accounts to solidify partnerships.Serve as escalation point for customer issues ensuring issues are resolved quickly by leveraging resources across the company.Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of NuORDER product features and services.Develop the reporting and infrastructure needed to maximize customer success and team performance; identify operational inefficiencies and improve them.Use quantitative and qualitative analysis to drive operational excellence in customer engagement.Identify and establish appropriate KPIs and dashboards reporting to Co-CEOs to measure company performance as it relates to customer success, customer usage, engagement and renewals.Oversee the Account Management team to help roll out new features, educate the customers on said features and upsell/cross-sell as appropriate.Deliver transformational leadership so that the CS team is highly motivated and engaged.Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization.
Requirements: Director experience, Bachelor's Degree education
Fraudulent: No