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Executive Vice President of Client Success

2 months ago

California, United States Persistent Systems Full time

Position Overview

Senior Vice President - Customer Engagement

Location

Remote

Experience Required

Minimum 12+ years

About Persistent Systems

Persistent Systems is a renowned partner in Digital Engineering and Enterprise Modernization, leveraging extensive technical knowledge and industry insights to empower our clients to stay ahead of the curve. Our diverse offerings and established solutions provide a distinct competitive edge, enabling clients to foresee challenges and excel in their respective markets. We collaborate with numerous leading organizations globally, including a significant portion of the most innovative companies in the United States, major banking institutions, and key players in the healthcare sector.

Our commitment to innovation, client success, and adaptability in a rapidly changing landscape has driven our impressive growth trajectory, showcasing our ability to deliver substantial results. Our global workforce, spanning multiple countries, plays a crucial role in facilitating transformative industry advancements. Persistent Systems has also been recognized for its excellence in corporate governance and cloud capabilities.

Role Responsibilities

We are in search of a dynamic and seasoned leader to take on the role of Senior Vice President of Customer Engagement. This pivotal position is essential for driving product growth and enhancing customer loyalty. The successful candidate will possess a solid history of spearheading customer success initiatives, overseeing large teams, and collaborating across departments to ensure clients achieve their goals with our solutions while contributing to overarching business strategies.

Key Responsibilities:

  • Strategic Leadership: Formulate and implement a holistic customer engagement strategy that aligns with organizational objectives.
  • Team Development: Lead, mentor, and cultivate a high-performing customer success team, promoting a culture centered on client satisfaction and continuous enhancement.
  • Cross-Functional Collaboration: Work alongside the executive team to influence the overall business strategy and operational plans.

Customer Onboarding and Adoption:

  • Oversee the onboarding process to guarantee a smooth transition from sales to customer success.
  • Develop strategies to enhance product usage, engagement, and customer satisfaction.

Retention and Growth:

  • Serve as the advocate for customers within the organization, ensuring their needs and feedback are prioritized.
  • Build and maintain robust relationships with key clients, acting as their trusted advisor.

Performance Metrics:

  • Establish and monitor Key Performance Indicators (KPIs) for customer success, focusing on satisfaction, retention, and revenue growth.
  • Provide insights and regular updates to the executive team regarding customer health and success initiatives.

Operational Strategy:

  • Collaborate with various departments to align customer success efforts with broader business objectives.
  • Engage in strategic planning and resource allocation to support company growth.

Market Strategies:

  • Partner with Sales and Marketing to create and implement effective market strategies for customer success.
  • Ensure alignment of customer success initiatives with sales and marketing to optimize acquisition and retention.

Collaboration and Communication:

  • Work with cross-functional teams to ensure a unified approach to customer success.
  • Effectively communicate with stakeholders, providing insights and recommendations to enhance the customer experience.

Qualifications:

  • Proven experience in a senior leadership role focused on customer success within a SaaS environment.
  • Demonstrated ability to drive customer retention and satisfaction.
  • Strong strategic and analytical skills.
  • Experience with go-to-market strategies in a SaaS context.
  • Ability to collaborate across departments and influence stakeholders.
  • Proficiency in CRM tools and customer success platforms.
  • Data-driven mindset with the capability to analyze customer success metrics.

Benefits:

  • Competitive compensation and comprehensive benefits package.
  • Focus on professional development with opportunities for advancement and education.
  • Engagement initiatives that promote a positive work environment.
  • Health and wellness programs, including insurance coverage for employees and their families.

Join us at Persistent Systems to unlock your full potential and make a significant impact in the technology landscape.

Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.