Vice President, Customer Success
2 months ago
WHAT WE DO: enabling the future of vehicle care - wherever the road takes you.
WHY WE DO IT: To fuel our client's growth with connected, data-led technology, driven by our spirit of innovation and commitment to excellence.
JOB PURPOSE:
The VP of Customer Success role is to drive customer success and satisfaction, contributing to the company's growth, profitability, and long-term success in the marketplace. The success as VP of Customer Success hinges on the ability to build strong, trust-based relationships with customers, foster a customer-centric culture within your team and across the organization, and drive measurable business outcomes through customer retention, expansion, and advocacy.
ESSENTIAL FUNCTIONS & RESPONSIBILITIES
To perform this job successfully, an individual must be able to perform each of these essential functions at a satisfactorily level. Other essential and non-essential functions may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
- Strategy Development: Creating and executing a customer success strategy aligned with the company's goals and customer needs.
- Team Leadership: Managing and leading a team of customer success managers and specialists, ensuring they are motivated, trained, and equipped to deliver exceptional service.
- Customer Engagement: Building strong relationships with key customers, understanding their business challenges, and guiding them on how to best utilize your offerings.
- Retention and Expansion: Working to retain existing customers by ensuring their satisfaction and loyalty, and identifying opportunities for upselling or cross-selling.
- Metrics and Analytics: Establishing metrics and KPIs to measure customer success outcomes, such as retention rates, customer satisfaction scores, and expansion revenue.
- Collaboration: Working closely with sales, marketing, product development, and support teams to ensure a seamless customer experience and to advocate for customer needs.
- Continuous Improvement: Implementing feedback loops and processes to continuously improve the customer journey and product/service offerings.
- Voice of the Customer: Acting as the voice of the customer within the organization, advocating for enhancements and improvements based on customer feedback and market trends.
- Crisis Management: Addressing escalated customer issues and ensuring timely resolution, maintaining customer trust and satisfaction.
The position works under the Chief Customer Experience Officer, exercising discretion and independent judgment with respect to matters of significance in the department.
MINIMUM REQUIREMENTS:
- Education: Bachelor's degree in Business Administration, Management, or a related field. Master's degree preferred.
- Experience: At least 10-15 years of progressive experience in customer success management, account management, or similar roles within a relevant industry.
- Leadership Skills: Strong leadership qualities are essential, including experience in managing and leading teams. You should have a demonstrated ability to motivate, mentor, and develop a high-performing customer success team.
- Strategic Thinking: The role requires strategic thinking and the ability to develop and execute customer success strategies aligned with business objectives. Experience in strategic planning and execution is highly valued.
- Customer Focus: Deep understanding of customer needs, with a proven track record of building strong relationships and driving customer satisfaction and retention.
- Analytical Skills: Proficiency in data analysis and metrics-driven decision-making to assess customer success metrics and drive improvements.
- Communication Skills: Excellent verbal and written communication skills are crucial for effectively interacting with customers, senior management, and cross-functional teams.
- Industry Knowledge: Familiarity with the industry in which the company operates, including market trends, competitors, and customer challenges, is beneficial.
- Problem-Solving Ability: Strong problem-solving skills to address customer issues and challenges effectively.
- Adaptability and Resilience: Ability to thrive in a fast-paced and changing environment, with the resilience to manage high-pressure situations and deliver results.
Vontier (NYSE: VNT) is a global industrial technology company uniting productivity, automation and multi-energy technologies to meet the needs of a rapidly evolving, more connected mobility ecosystem. Leveraging leading market positions, decades of domain expertise and unparalleled portfolio breadth, Vontier enables the way the world moves - delivering smart, safe and sustainable solutions to our customers and the planet. Vontier has a culture of continuous improvement and innovation built upon the foundation of the Vontier Business System and embraced by colleagues worldwide. Additional information about Vontier is available on the Company's website at www.vontier.com.
The company in which you have expressed employment interest is a subsidiary or affiliate of Vontier Corporation. The subsidiary or affiliate is referred to as "Vontier Company".
Vontier is proud to be an equal opportunity employer. We strive to build inclusive environments and ensure equitable access, opportunity, and treatment for all. Vontier does not tolerate discrimination and harassment of any kind based on race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth, and related medical conditions), age, sexual orientation, marital status, disability, veteran status, citizenship status, gender identity or expression, gender information and any other characteristics protected by law. We make hiring decisions based on your experience and skills. Vontier is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need assistance or an accommodation in the application or interview process, you may contact us at e-mail [redacted].
Equal Opportunity Employer
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