On my 13th birthday … my parents woke me up and told me to go have a peek inside the garage. I threw open the door and there she was … the Raleigh BMX Burner I’d dreamed of for … well, … forever!
My prayers had been answered!
Ocean Blue … with ‘rat-trap’ pedals and 5-star yellow spoke rims!
I laced up my North Star sneakers … and took that horse for a ride! Cruising down the street … nodding at the neighborhood kids … I was sure every single one of them was green with envy!
Every now and then, I’d see my reflection in a window and was awe-struck by the utter beauty of my new bike.
Long story short … as I passed a group of kids sitting on their porch, I decided it was the perfect time to spit (for no reason at all … other than to demonstrate the level of ‘cool’ I had just ascended to).
Not taking the wind into account, that spit twirled gracefully through the air … landing squarely on my shoulder!
Absolutely mortified … and desperately hoping no one had witnessed the result of my ill-fated attempt at coolness, I feverishly wiped at my t-shirt … paying no regard to the direction in which I was heading.
At that point, everything seemed to happen in slow motion … as I clipped the front end of a parked, Chevrolet Monte Carlo and somersaulted across the hood … the new ‘love of my life’ … continued on her own, doomed trajectory.
Now, the kids on the porch may not have seen the event leading up to the accident … but they certainly didn’t miss the resulting ‘carnage’.
Beyond embarrassed, I picked up my bike and limped down the street … dying a little inside, every time I noticed another scratch on my new bike.
The moral of the story?
Even when it seems like you’ve got the world in the palm of your hand … it can take just one bad decision for things to turn ugly – and fast!
What does this have to do with Match and Fable’s latest role?
That said, my client is looking for a VP, Customer Success who understands the consequences of bad decisions and the importance of considering all variables … when it comes to the customer journey!
NOTE: Client is open to relocating the right person to the Boston area.
POSITION: VP, CUSTOMER SUCCESS
REPORTS TO: EXECUTIVE VICE-PRESIDENT
SCOPE: APPLICATION SOFTWARE
LOCATION: GREATER BOSTON AREA
The VP, Customer Success is a vital member of the organization’s leadership team … responsible for directing all facets of Customer Success. From launch to ‘move-forward’ strategy … ensuring success for the organization’s clientele.
You must have the ability (and desire) to pivot between thought leadership … and getting your hands dirty!
You must ‘ooze’ credibility and have experience inspiring confidence & motivation among senior executives.
You’re imaginative … with a fiery determination to solve complex client challenges – globally!
You’ll define, manage and measure all aspects of Client Success, across the organization, driving client satisfaction, retention rates and business growth!
They key measure of success for the VP will be their ability to build and inspire their Customer Success Team with a focus on creating exceptional employee experiences. This will require demonstrated success in hiring, developing and retaining high-performing teams.
- Lead 4 Director-level reports … cascading into a team of nearly 40 Customer Success professionals
- Divisions; Customer Success (Enterprise + Mid-Market), Technical Services & Implementation / Launch
- Engage with senior levels on client-side to ensure they’re realizing a delightful customer experience while achieving anticipated business outcomes (ROI) for their respective organizations
- Recruit, develop & inspire the division to execute on deliverables with a genuine, customer-centric agenda
- Drive strategy to achieve measurable customer success, retention & expansion – across customer segments
- Collaborate with all internal departments (Marketing and Sales) to drive exponential growth
- Deliver strategic & tactical insight to leadership team via customer feedback, business goals, KPIs & customer analysis
- Share customer insights with Product Team to stimulate product development and bring innovations to life
- Manage customer escalations and proactively identify opportunities for continuous improvement
- Must have worked for ‘top-tier’ organization(s) and have ‘big love’ for Happy Customers … (as well as the experience to know … Happy Customers ain’t enough)!
- Bachelor’s Degree, (MBA … a huge plus)
- 10 years’ VP-level experience (minimum) in a senior client-facing position
- A well respected leader with an executive presence … experienced at driving customer lifetime value by defining the customer journey; deploying programs to help drive business value with customers, customer goal achievement, new features, and new use-cases; collaborating across teams to identify and pursue customer growth opportunities
- A sound, strategic vision for the customer experience, professional services and customer support
- Exceptional team leadership, coaching & people development skills
- Strong customer relationship management skills … (at the most senior of levels)
- Recognize the importance of culture and values in every interaction – both internal & external
- Naturally inspirational and motivational with a passion for coaching team members, focused on employee experience and engagement
- Proven success partnering across departments … and managing with influence
- Excellent customer engagement and problem-solving skills
- Experience applying change management and business process mapping strategies
- Travel … approximately 30%
BASE SALARY: $190,000 – $230,000 (USD)
ON-TARGET EARNINGS: $237,500 – $287,500 (USD)
INTERESTED? Then there are 3 things we need from you;
- Please send your resume to Mark Krpan at email@example.com.
- Ensure the subject line of your email reads ONE BAD DECISION – 23F20MTCHFBL
- In a brief email … please tell Mark how your experience fits what we’ve outlined above.