VP, Customer Success
Extreme Reach, United States
Job Description
The VP, Customer Success for the Americas (VPCS) leads a team of customer success (CS) specialists that act as the primary customer contact point, advocating for our enterprise Brand, strategic agency, and recurring revenue clients.
The VPCS will oversee a team of CS specialists that will be assigned to enterprise clients in order to drive advocacy and spend. The CS function will support enterprise sales during the pre and post sales phase. In pre-sales identifying, scoping and selling in the appropriate solution, before taking control of all post sales account management tasks.
The VPCS will report to and work closely with the Global Head Customer Success (GHC) to establish a team that has the requisite understanding of the SourceXR value proposition to the various client personas, extending to the overall ecosystem of technologies and 3rd parties that SourceXR operates within.
The VPCS will partner with the GHC to shape the SourceXR customer success strategy by creating a metric driven integrated journey from Sales to Customer Success. Driving increased customer value, retention and satisfaction, and ensuring the long-term success of our enterprise clients.
Job Responsibilities:
- Cultivate and own client relationships, including C-level stakeholders.
- Create customized Client Success Plans with scheduled proactive touch-points.
- Conduct client onboarding and continued training sessions.
- Drive client engagement, adoption, and retention by understanding client needs.
- Develop deep insights into clients' teams and operations.
- Use analytical tools to monitor engagement and provide recommendations.
- Deliver data driven business reviews filled with performance based outcomes that foster solution adoption and expansion.
- Establish mutual success plans with our customers - an agreement with our customers of what goals we are jointly working towards and the strategy to achieve them.
- Establish and maintain a customer advisory board partnering with ELT and Marketing.
- Maintain a high knowledge level of all supported services and products.
- Advise clients on available resources.
- Collaborate with internal teams on client support.
- Act as a Subject Matter Expert on client-specific matters.
- Partner with the Deal Desk to ensure optimal account performance and handle renewals and contractual initiatives.
- Align with Global Business Partner for upselling and cross-selling.
- Assist with RFP requests.
- Encourage enterprise sales and customer success to uncover deeper insights from their client engagements - How and Why Questions
- Be an active partner with other departments to improve on the delivery of our customers’ goals
- Develop a transparent career development plan for all Customer Success team members.
- Develop an internal knowledge base and playbooks that are explicitly designed to demonstrate the value of adopting greater services, partnering with product and marketing teams.
- Activate an Account Based Marketing growth strategy working closely with the marketing department
- Reinforce the value to our clients of using our solution and the insights regularly.
- Develop a prescriptive value based pathway to drive broader adoption of the ER solution by our customers
- Establish an industry vertical based structure for Customer Success function when appropriate milestones are achieved.
*Pursuant to New York City's Pay Transparency Law the pay range for this position is $150,000 - $200,000; base pay offered may vary depending on job-related knowledge, skills, and experience.
Requirements
- Minimum 7 years of total experience; 2 years in B2B/Enterprise Customer Success or 5 years managing large client accounts in advertising.
- Passion for the client's experience and engagement with clients.
- In-depth knowledge of the advertising production industry or the ability to learn quickly.
- Comfortable leading client workshops and meetings.
- Strong accountability and emotional intelligence.
- Attention to detail and organizational skills.
- Ability to communicate across departments and levels.
- Initiative, teamwork, and strategic problem-solving skills.
- Track record of success and strategy in turning clients into advocates.
- Proficiency in CRMs, Support Ticketing Systems, and relevant software tools.