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Senior Vice President of Client Services
2 months ago
Zenoti offers a comprehensive, cloud-based software platform tailored for the beauty and wellness sector. Our solution empowers users to efficiently oversee all facets of their operations through a unified mobile interface, encompassing online appointment scheduling, point of sale (POS), customer relationship management (CRM), workforce management, inventory oversight, integrated marketing initiatives, and beyond. Zenoti enables businesses to optimize their processes, reduce expenses, and enhance customer loyalty and spending. Our platform is designed for dependability and scalability, leveraging enterprise-grade technology suitable for organizations of various sizes.
Zenoti serves over 30,000 salons, spas, medspas, and fitness studios across more than 50 nations. Our clientele includes a diverse array of global brands, such as European Wax Center, Hand & Stone, Massage Heights, Rush Hair & Beauty, Sono Bello, Profile by Sanford, Hair Cuttery, CorePower Yoga, and TONI&GUY.
Our recent milestones include achieving a valuation exceeding $1 billion, being recognized as a Next Tech Titan by GeekWire, securing an $80 million investment from TPG, and ranking as the 316th fastest-growing company in North America on Deloitte's 2020 Technology Fast 500TM. We are also honored to be acknowledged as a Great Place to Work CertifiedTM, which underscores our dedication to empowering individuals to thrive and discover their potential. To learn more about Zenoti, please visit our website.
We are in search of a Senior Vice President of Client Services to join our executive leadership team and oversee our global implementation division. In this role, you will be accountable for ensuring the effective delivery of our SaaS solutions to our enterprise clientele, enhancing customer satisfaction, retention, and growth. You will also manage the budget, resources, and workflows of the client services department, fostering a culture of excellence, collaboration, and innovation.
Key Responsibilities
- Lead, mentor, and develop a team of project managers, consultants, and technical experts across various regions and time zones.
- Establish and nurture robust relationships with C-level executives and key stakeholders of our clients, acting as their trusted advisor and advocate.
- Ensure the delivery of high-quality and timely implementations that meet or exceed client expectations and business objectives.
- Accountable for annual recurring revenue (ARR) targets, customer satisfaction (C-Sat), and customer acquisition cost (CAC).
- Develop and implement best practices, methodologies, and standards for project management, quality assurance, and client communication.
- Monitor and report on key performance indicators, including customer satisfaction, revenue, profitability, utilization, and retention.
- Identify and pursue opportunities for cross-selling, upselling, and renewals, collaborating with sales, marketing, and product teams to drive revenue growth.
- Provide strategic insights and feedback to the product development team based on client needs, market trends, and competitive analysis.
- Stay informed about the latest technologies, trends, and best practices in the SaaS industry, ensuring continuous learning and development for the client services team.
- Bachelor's degree or higher in business, engineering, computer science, or a related field.
- 10+ years of experience in leading and managing client services teams for SaaS or software firms, preferably in the enterprise segment.
- Proven track record of delivering complex and large-scale SaaS implementations to global clients, achieving high customer satisfaction and retention rates.
- Strong experience in engaging and influencing C-level executives and senior decision-makers, building long-term strategic partnerships.
- Exceptional skills in project management, problem-solving, communication, presentation, and negotiation.
- Ability to thrive in a fast-paced, dynamic, and matrixed environment, managing multiple projects and priorities simultaneously.
- Experience implementing Point of Sale systems across franchise brands is a plus.
- Experience collaborating with hardware vendors and developing hardware partnerships is a plus.
- Willingness to travel up to 50% of the time, as required by client needs and business demands.
- Certifications in project management, agile, or other relevant frameworks are advantageous.
