Vice President - Customer Success
Vice President - Customer Success
نُشرت في :
16-08-2024
صاحب العمل نشط
حالة تأهب وظيفة
سيتم تحديثك بأحدث تنبيهات الوظائف عبر البريد الإلكترونيValid email field required
أرسل الوظائف
شارك هذه الوظيفة
أرسل لي وظائف مشابهة
حالة تأهب وظيفة
سيتم تحديثك بأحدث تنبيهات الوظائف عبر البريد الإلكترونيValid email field required
أرسل الوظائف
الراتب الشهري
لم يكشف
لم يتم الكشف عن الراتب
نُشرت في :
16-08-2024
الوصف الوظيفي
About us:
As the VP of Customer Success you will be responsible for creating managing and executing the endtoend customer experience strategy of the organization.
Job Responsibilities
Strategic Leadership:
- Develop and implement a comprehensive customer success and customer experience strategy aligned with the companys goals and objectives.
- Ensure that the customer experience team works in collaboration with all other business functions consistently delivering great endtoend customer experience across stages channels and touchpoints in the customer journey
- Define key performance indicators (KPIs) for customer success and monitor performance against these metrics.
Team Management:
- Lead mentor and manage the customer success team ensuring they are motivated and equipped with the necessary skills and knowledge.
- Lead the development of customer success programs including onboarding training and ongoing support.
Customer Relationship Management:
- Build strong relationships with key customers (tenants and owners)acting as an escalation point for any issues or concerns.
- Enabling a twoway stream with customer facing teams through collecting feedback from customer facing teams to derive meaningful insights for improvements and; guiding teams to ensure a customercentric attitude while acquiring new customers or dealing with existing customers especially guiding the marketing branding and sales teams to align with the larger CX strategy.
Feedback and Improvement:
- Establish feedback loops to gather customer insights and use this information to drive product and service enhancements.
- Advocate for changes in other departments ways of working and cross functionally collaborate with teams to implement a change if required for the improvement of overall customer experience journey.
Reporting and Analysis
- Leveraging technology CRM software and related tools to optimize customer success operations automate outreach increase operational efficiency and reduce costs.
- Prepare regular reports on customer success metrics and share insights with the relevant stakeholders.
- Measure and track delivery ROI on identified transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience.
Job Requirements
- Minimum of 10 years of experience in customerfacing organizations with at least 5 years in a leadership role
- Experience in Hospitality or Hotel industry is highly preferred with a strong focus on delivering exceptional customer experiences
- Knowledge of Customer Relationship Management software/systems and account management
- Ability to visualize enduser experience and then work backwards to plan strategize and execute customer experience efforts to deliver great experiences.
- Exceptional leadership skills with the ability to inspire and motivate a team to deliver exceptional performance.
- Excellent communication and relationshipbuilding skills with the ability to engage with customers at all levels.
- Strong strategic thinking and problemsolving skills with the ability to develop and implement effective customer success strategies.
- Bachelors degree in Business Marketing or a related field.
Remote Work :
No
نوع التوظيف
دوام كامل
المهارات المطلوبة
الإبلاغ عن هذه الوظيفة
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