KartRocket - VP - Operations & Customer Success

Summary :

Given our business model, where our customers pay us over time, Customer Success is absolutely vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our service. As such, we need a senior executive to own driving success for our customers. This role includes responsibilities for Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).

Additionally on the core operations side we need someone who Directs, administers, and coordinates the internal operational activities of the organization in accordance with policies, goals, and objectives established by the CEO/COO and assist in the development of organization policies and goals that cover operations, personnel, financial performance, reporting and growth of the functions or business units mentioned above.

Responsibilities :

Drive Customer Success Outcomes :

- Increase renewal rates and reduce churn

- Expand our revenue in accounts through cross-sell and up-sell

- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores

- Drive new business growth through greater advocacy and reference-ability.

Define and Optimize Customer Lifecycle :

- Map customer journey

- Develop listening points in journey (e.g., usage, satisfaction, etc.)

- Standardize interventions for each point in journey

- Define segmentation of customer base and varying strategies

- Identify opportunities for continuous improvement

- Learn from best practices in industry

Manage Customer Success Activities :

- Onboarding

- Training

- Professional Services

- Customer Support

- Customer Success Management

- Renewals

- Cross-sell / Up-sell

- Advocacy

Measure Effectiveness of Customer Success :

- Define operational metrics for team

- Establish system for tracking metrics

- Create cadence for review within team

- Expose subset of metrics to executive team, company and board

Lead World-class Customer Success Team :

- Recruit experienced leaders for each functional role

- Attract high potential individual contributors into team

- Create rapid onboarding process for new team members

- Foster collaboration within team and across customer lifecycle

- Encourage continuous learning within team

Enhance Effectiveness and Efficiency through Technology :

- Support systems

- Customer marketing software

- Reference and advocacy solutions

- Customer Success Management platform

Inspire Customer Success across Company :

- Create company-wide culture of Customer Success

- Align with Marketing around marketing to existing clients

- Align with Product around driving product roadmap

- Align with Sales around cross-sell and up-sell and focus on selling with a retention focus

- Align with Finance around measurement and forecasting

- Align with Executive Team around key metrics and objectives

- Drive company-wide definition of ideal customer

- Create company-wide customer feedback loop

Firm Building :

- Identify best practices and improve internal systems with an eye toward future needs, customer success and budget realities.

- Architecting the internal process towards smother functioning of all reporting departments to ensure all internal and external SLAs are tracked, achieved and reported.

- Develop thought leadership around Customer success.

- Work towards better intra and inter team communication and SLA monitoring.

- Implementing, maintaining and analysing a strong customer feedback process.

Qualifications :

- 7+ distinguished years in a senior management position in a B2B or BPO organization.

- Strong project management skills. Able to balance competing priorities, complex situations, and tight deadlines.

- Highly intelligent, advanced/MBA degree from a leading university

- Track record delivering superior results, commanding respect, and assuming leadership roles

- Outstanding communication and interpersonal skills are essential