at Sales- Books | Salary: Competitive | Job#: SG-4490 | 26 Apr 2017
(Raleigh, NC) VP, Customer Success – E-learning company seeking a VP, Customer Success. The role will develop, direct, implement, and evaluate all Customer Success activities and procedures, including sales-engineering, on-boarding, account, management, customer support, digital content operations, and related workflow procedures. This VP will ensure overall client satisfaction for new and existing accounts and will lead the industry in both quality and productivity.
Set department goals and measure results, working to remove any barriers to high performance
Lead the budgeting process, tracking performance and adjusting staffing plans and capital and operating expenses accordingly
Develop and implement policies and procedures concerning customer correspondence and processing customer complaints
Partner with management and other company departments on product/service issues identified through customer support
Build and improve upon a successful customer onboarding process, ensure customers use best practices, and ensure any account issues are resolved quickly
Participate in strategic planning and related leadership activities.
10 years of customer service experience in a software or technology company
7 years management experience with 5 years in a customer success environment
5 years experience working with business financial transactional systems and processes as well as managing department budgets**