Chief Client Success Officer

1 week ago

Melville, New York, United States KWI Full time

Chief Client Success Officer

*This is a hybrid role*

Overview

In the capacity of Chief Client Success Officer, you will spearhead the comprehensive customer success strategy, aiming to ensure that clients are not only satisfied but also achieving their desired outcomes, which in turn contributes to the overall growth and prosperity of the organization. Your role will require exceptional leadership skills, strategic insight, and a profound understanding of the customer journey. The ultimate objective is to elevate the client experience and guarantee a smooth customer journey with KWI.

About KWI

KWI is a dynamic organization with a clear vision: to become the leading provider of cloud technology solutions tailored for retailers. We deliver a complete, unified commerce solution from a single database, specifically designed to empower specialty retailers in expanding their businesses. Our esteemed clientele includes globally recognized brands such as Pandora, David Yurman, and Tom Ford.

We integrate Point of Sale, Merchandising, e-Commerce, CRM, and Loss Prevention into a singular cloud-based platform. Our organization is driven by values and mission, believing that through exemplary leadership in our strategy, operations, and personnel, we will continue to foster product innovation and service excellence.

Core Values

  • Commitment
  • Respect & Dignity
  • Passion
  • Caring
  • Accountability
  • Reliability

Key Competencies

  • Relationship Building: Ability to establish immediate rapport, even in challenging or tense situations.
  • Adaptability: Proficient in adjusting approach and demeanor in real-time to align with the evolving demands of various situations.
  • Complexity Management: Capable of interpreting complex, high-volume, and sometimes contradictory information to effectively resolve issues.
  • Accountability: Establishes clear responsibilities and processes for monitoring work and measuring outcomes.

Impactful Contributions

  • Foster and maintain robust strategic relationships with key decision-makers, becoming a trusted advisor by thoroughly understanding their business needs and advocating for them within our organization.
  • Design and implement comprehensive strategies to cultivate proactive positive client relationships and stimulate growth.
  • Lead, inspire, and mentor the client success team, promoting a high-performance culture and ensuring that team members exceed client expectations.
  • Encourage customer adoption of the company's offerings by providing necessary training, resources, and support to maximize product/service utilization.
  • Conduct regular check-ins with clients to ensure satisfaction and address their needs.
  • Provide insightful reports and updates to the executive and leadership teams, offering recommendations and opportunities for proactive enhancements to client relationships.
  • Ensure alignment between customer success initiatives and the broader organizational strategy, fostering a customer-centric culture.
  • Collaborate with cross-functional teams, including Product, Project, and Development, to ensure seamless service delivery, client onboarding, and issue resolution.
  • Represent the organization at industry events and networking opportunities to enhance brand visibility and cultivate new business relationships.
  • Support the development of a top-tier client services team by creating processes, training, and implementing new business initiatives.
  • Work closely with Sales, Product, and Development on strategic initiatives and client requests, influencing the roadmap for product enhancements.
  • Oversee collaboration with other departments to align support services with overall company objectives and customer needs.
  • Set clear expectations and objectives for help desk and support managers, ensuring alignment with company goals and customer satisfaction.
  • Facilitate collaboration between help desk and support teams, ensuring consistent and cohesive service delivery across all customer interactions.

Qualifications

  • Bachelor's Degree in Business or a related field preferred.
  • 8+ years of relevant leadership experience in customer success or a related function.
  • 5+ years of experience building relationships with executives holding company-level decision-making authority.
  • 5+ years of experience in B2B Software companies.
  • Experience in the retail industry is highly preferred.
  • Demonstrated problem-solving and decision-making skills, with the ability to think strategically and devise innovative solutions.
  • Proactive mindset with a comfort in navigating ambiguity; motivated to tackle complex challenges with a creative approach.
  • Highly skilled in presenting to large groups, both in-person and virtually, and adept at managing challenging client situations.
  • Excellent critical thinking abilities, coupled with the capacity to communicate ideas clearly and persuasively in both verbal and written formats, particularly in conveying technical or nuanced information in an accessible manner.
  • Experience in implementing internal processes for cross-functional teams to meet customer needs.

Benefits

  • Comprehensive Medical, Dental, and Vision coverage.
  • 4 weeks of Paid Time Off in the first year.
  • Year-round Summer Fridays.
  • Tuition Reimbursement program.
  • Discounts from the building café.
  • 401(K) plan with a 50% company match (up to 6% of employee contribution).
  • Employee Referral Program.
  • One Volunteer Day each year.

Work Environment

We recognize the importance of flexibility for our teams, which is why we operate on a hybrid schedule. Our in-office days are Monday, Tuesday, and Thursday, while employees can work remotely on Wednesdays and Fridays.

We also foster a collaborative atmosphere, believing that in-person interactions enable our team to perform at their best. Together, we enjoy monthly events, bagels every Thursday, a state-of-the-art coffee machine, a fully stocked snack pantry, and many other delightful surprises throughout the year.

Commitment to Diversity

At KWI, we understand that nurturing diversity and fostering an inclusive work environment is essential to our impact and success. We strive to create a setting where no individual is advantaged or disadvantaged due to their background. We are committed to equal opportunity employment, regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status.

We are dedicated to maintaining a bias-free environment where harassment is prohibited, respecting cultural diversity, and complying with the laws of the regions in which we operate. We expect our business partners, suppliers, clients, and all team members to uphold these commitments.

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