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VP of Customer Success
2 months ago
Job Description
Job Description Salary:
Job Purpose/Summary
This person will act as an internal and external SME (Subject Matter Expert) with expertise in data fusion platforms, TTL devices and a strong background in serving the Department of Defense (DoD) and Law Enforcement. The ideal candidate will be responsible for overseeing on-site field support, assisting throughout the customer acquisition and support lifecycle, and ensuring that customer help desk Service Level Agreements (SLAs) are met. This role requires a strategic thinker with exceptional leadership skills and a proven track record of driving customer satisfaction and loyalty.
Duties and Responsibilities
Lead and manage the Customer Success team, setting strategic direction and objectives to enhance customer satisfaction and retention.
Utilize expertise in data fusion platforms and related sensors, devices and use cases (including TTL) to act as SME internally, externally and provide support to customers .
Oversee on-site field support operations, ensuring timely resolution of customer issues and effective deployments.
Collaborate with the Business Development team and Partners to identify opportunities for growth and expansion within existing customer accounts.
Support presales activities by developing relationships with key stakeholders, understanding customer requirements, and crafting compelling proposals and solutions.
Collaborate in cross KMI market and business opportunities.
Monitor and analyze customer help desk performance metrics to ensure SLAs are met or exceeded, implementing process improvements as needed.
Develop and maintain strong relationships with customers, serving as a trusted advisor and escalation point for complex issues.
Stay informed about industry trends, customer needs, and competitive offerings to inform strategic decision-making and drive continuous improvement initiatives.
Qualifications
Bachelor's degree in Business Administration, Engineering, or related field; MBA preferred.
10+ years of experience in customer-facing roles, with at least 5 years in a leadership capacity.
Proven experience working with data fusion platforms, sensors, TTL devices and serving customers in the Department of Defense or similar regulated industries.
Strong understanding of business development processes and strategies, with a track record of helping drive revenue growth.
Excellent communication and interpersonal skills, with the ability to build rapport and credibility with customers and internal stakeholders.
Strategic thinker with the ability to translate customer needs into actionable plans and initiatives.
Experience managing customer help desk operations and ensuring SLAs are met or exceeded.
Ability to travel to customer sites and represent the company in a professional manner.
Strong leadership skills with the ability to motivate and inspire teams to achieve goals and objectives.
Working conditions
Should be willing to work in a variety of settings as needed and be willing to travel both domestically and internationally as required. Flexible to work long hours as required. Estimated Travel: 40%
Physical requirements
Prolonged periods of remaining in a stationary position at a desk and working on a computer.
Direct reports
Customer Success Team
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