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Head of Customer Success and Operational Excellence
2 months ago
At VusionGroup, we innovate and create meaningful impact.
Position Summary:
As the Head of Customer Success and Operational Excellence, you will be instrumental in fostering customer engagement to guarantee their success and satisfaction, while championing operational excellence throughout the post-sale process.
Your responsibilities will encompass overseeing the complete customer journey, ensuring effective implementation of our solutions within retail settings. This includes managing project rollouts, customer success initiatives, store operations, and after-sales support.
Key Responsibilities:
Leadership:
Guide a dedicated team focused on driving revenue growth, enhancing customer satisfaction, and ensuring the effective implementation and support of our products and services.
Strategic Customer Success:
Formulate and execute a strategic roadmap that aligns with the broader objectives of the company.
Customer Journey Management:
Oversee the entire customer journey, from initial project initiation to post-sales support.
Enhancing Customer Experience:
Define and refine customer experience through clear role definitions, process enhancements, and improved reporting mechanisms.
Professional Services Development:
Create customizable solutions and tiered service offerings, ensuring they are tailored to meet diverse customer needs.
Operational Excellence:
Guarantee seamless and high-quality implementation of our solutions in retail environments, while establishing and monitoring quality control measures.
Strategic Account Management:
Develop and implement strategic account plans for key clients, aligning with their long-term goals and encouraging widespread adoption of our products across their organizations.
Revenue Growth through Upselling:
Identify opportunities for upselling or cross-selling within existing client accounts to enhance revenue growth.
KPI Development:
Establish key performance indicators and reporting mechanisms to effectively measure customer experience and provide insights for ongoing improvement.
