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VP of Customer Success

3 months ago

Mission, United States ACERTUS Full time

At ACERTUS, culture is everything. We want people to want to work here. We have weekly huddles to hear from our team on how we can improve. And guess what? We act on your ideas

At ACERTUS, we are disruptors in the industry- utilizing data to back our strategic plans.You should be a stickler for meeting deadlines and manage high velocity and intense business operations seamlessly.

ACERTUS is the only tech-enabled automotive logistics company to move, store, recondition, title & register finished vehicles. As the Vice President, Customer Success, you will set the overall vision and strategic plan for the Customer Success organization, focusing on driving product adoption, leading a positive customer experience and driving growth through renewals and net retention improvements.

ACERTUS has been recognized as one of Inc Magazine's fastest growing private companies for three years in a row. With more than 1,000 dedicated employees (and growing), we're actively building a diverse team of amazing people on a mission to innovate. This is your opportunity to join our high-performing team and be a part of something BIG

What you will be doing:

Define and Optimize Customer Lifecycle

  • Map customer journey
  • Develop listening points in journey (e.g., usage, satisfaction, etc.)
  • Standardize interventions / mileposts for each point in journey
  • Assess / redefine segmentation of customer base and varying strategies
  • Identify opportunities for continuous improvement
  • Learn from and memorialize best practices in industry
  • You must be willing and able to perform all other duties as assigned by management.
Measure Effectiveness of Customer Success
  • Define operational metrics / KPIs for team
  • Establish system for tracking metrics
  • Create cadence for review within team
  • Expose subset of metrics to executive team
Lead World-class Customer Success Team
  • Attract high potential individual contributors into team
  • Create rapid onboarding process for new team members
  • Foster collaboration within team and across customer lifecycle
  • Encourage continuous learning within team
  • Help progress talent through the Customer Success career ladder over time
What you will bring to ACERTUS:
  • 5-10+ years' experience in leading customer-facing organizations
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Ideally combined background of post-sales and formal sales experience
  • Strong empathy for customers AND passion for revenue and growth
  • Deep understanding of value drivers in recurring / reoccurring revenue business models
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills
  • Logistics and supply chain experience is preferred

Benefits

At ACERTUS we believe that our employees are our greatest asset. Our benefits include:

Medical, Dental and Vision Insurance benefits start on the 1st day of the month following your start date.
Company Paid Time Off
8 Company Paid Holidays
401(k) with auto-enrollment at 3% on the 1st day of the month following your start date.
Casual Dress Code

About ACERTUS

ACERTUS is as an automotive logistics provider that utilizes technology to provide unparalleled service and visibility into the transportation process accompanied by a full suite of vehicle lifecycle solutions. Our people, process, and innovative technology are the engine behind our relentless drive to deliver. We believe in enhancing our customers' experience by providing end-to-end solutions throughout the lifecycle of a vehicle. ACERTUS offers a suite of vehicle transportation services, customizable technology, a national title and registration platform, compliance services, home delivery and pickup, and a growing vehicle storage footprint throughout North America.

ACERTUS is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.