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VP, Customer Success

2 months ago

RaleighDurham, United States Learning Technologies Group plc Full time

Open LMS are looking for a VP of Customer Success. Reporting to the Managing Director, the Vice President of Customer Success at Open LMS is responsible for leading the operational functions that affect the customer’s journey from the point of purchase onward. This executive role will focus on scaling the departments of Customer Onboarding, Support, Adoption, Community, Solutions Consulting, and Education teams.

The VP of Customer Success plays a key role in driving customer goals, product adoption, business transformation, and revenue expansion by ensuring the support, engagement, success, retention, and growth of Open LMS’s customers.

The Vice President of Customer Success should be someone who is excited by the idea of scaling globally for efficiency and effectiveness. This candidate should thrive in a bold, fast-moving, transparent, values-driven leadership team and company while enabling both customer and company success.

Duties:

  • As a key member of the Open LMS Leadership team, make strategic decisions and priorities that shape the direction of business globally and establish the tactical needs. 
  • Lead the Customer Success management team by sharing the vision for customer functions and empowering managers to set goals for the fulfillment of business needs.
  • Collaborate with sales, professional services, and channel partner functions regarding their influence on the customer journey.
  • Lead the team in defining the Customer Journey and deploying programs that enable customer goal achievement, new feature adoption, and growth opportunities.
  • Drive change that balances reactive customer support functions with proactive customer success activities across the organization to Increase customer renewal rates and reduce client churn.
  • Coach individual managers to improve or develop management and leadership competencies 
  • Research and analyze report data, anecdotal information, and personal observations to see and seize opportunities to strengthen customer relationships, add value to business, and improve global Customer Success performance.
  • Work with the Growth function and Strategy function to experiment and design paths for improvement in service and client satisfaction.
  • Ensure the voice of the customer is well represented across the business including LTG central services.
  • Elevate the Open LMS Community to be a vibrant and important part of the customers’ experience with Open LMS
  • Build the global management team to achieve the highest level of performance in growing the business while finding efficiencies in the operations.
  • Participate in acquisitions and the integration of new teams and products into the Open LMS business model.

Specifications:

  • Bachelor's degree preferred 
  • 7+ years of experience in Customer facing roles
  • 5+ years of experience as a leader of customer service functions
  • Experience with international business and customers helpful
  • Experience with managing global teams
  • Knowledge of Zendesk, Salesforce, Jira, Gainsight, Confluence helpful.
  • Demonstrated ability to lead a team and individuals through significant change
  • Experience at making good judgments with multiple demands or tension between customers’ and business needs
  • Experienced at creating strategy for large customer projects
  • A track record of developing and mentoring great talent, and building and motivating high achieving teams.
  • Data driven decision maker, with a willingness to experiment and iterate.
  • Analytical; able to understand complex issues by leading others in dialogue
  • Driven to lead a team to provide the ultimate customer experience, impact markets, and add value to the business
  • Collaborative approach in their leadership style
  • Strong at influencing, persuading, and facilitating consensus among individuals with competing interests or goals
  • Have the ability to on occasion to work outside hours to along for connecting with staff in different timezones
  • Excellent written and verbal communication.

Open LMS is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, or any other protected factor.

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