Exploring the Role:
The Vice President of Customer Success is responsible for developing and executing strategies to drive customer retention, and growth. This is a leadership role for APMEA region and involves leading a team of Customer Success Managers and Directors. 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.).How your day will look like.You will:
1. Drive Customer Success Outcomes
Implementing a customer-first approach throughout the organization and demonstrating the value of customer success from a business perspectiveLeading the growth charter by establishing OKRs, KPIs, customer metrics to track, and every other measurable score that effectively gauges the performance of the entire department.Increase renewal rates and reduce churnExpand our revenue in accounts through cross-sell and up-sellInfluence future lifetime value through higher product adoption, customer satisfaction and overall health scoresDrive new business growth through greater advocacy and reference-ability
2. Define and Optimize Customer Lifecycle
Pin down customer lifecycles, correctly set the reach-out process, channels, and touchpointsMap customer journeyDevelop listening points in journey (e.g.; usage, satisfaction, etc.)Standardize interventions for each point in journeyDefine segmentation of customer base and varying strategiesIdentify opportunities for continuous improvement
3. Manage Customer Success Activities
Onboarding, Training, Customer Support, Customer Success Management, Renewals, Cross-sell / Up-sellMeasuring, reporting, and analyzing others’ reports on the effectiveness of the CS initiatives.
What will help you succeed in the role:
While you will be given all the training required to be successful on the job, following are the few competencies you will need to accelerate your growth:
Knowledge:
In-depth understanding of hotel distribution technology is preferred (including connection with OTAs, GDS, content etc.)Deep understanding of value drivers in recurring revenue business modelsBusiness development knowledge and, ideally, experience growing a business.
Education & Work Experience:
15-20+ years of experience growing the business with proven performance and specific revenue goal achievement.Ideally combined background of post-sale and sales experience with a strong commercial acumenAdvanced business experience and ability to create strategies, guidelines, and objectives and implement them while driving business growth and creating data-driven reports.
Behavior:
Passion for learningAdaptability and team workVisionary mindset
Skills:
Strong empathy/obsession for customers AND passion for revenue and growthAnalytical and process-oriented mindsetExpert communication skills and the ability to hold C-level customer conversations that drive business for both parties and move the relationship forward.Strong customer engagement skills with a proven track record of managing large teams
Abilities:
Ability to manage influence through persuasion, negotiation, and consensus buildingAbility to read commercial contracts and understand legal clausesDemonstrated desire for continuous learning and improvement
Equal Opportunity Employer
We are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
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"description" : "<div><b>Exploring the Role: </b></div><div><br></div><div> The Vice President of Customer Success is responsible for developing and executing strategies to drive customer retention, and growth.
This is a leadership role for APMEA region and involves leading a team of Customer Success Managers and Directors. 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.).</div><div><br></div><div><b>How your day will look like</b>.</div><div><br></div><div>You will:</div><div><br></div><div><b>1.
Drive Customer Success Outcomes</b></div><p style="margin-left:.5in;text-indent:-.25in;">Implementing a customer-first approach throughout the organization and demonstrating the value of customer success from a business perspective</p><p style="margin-left:.5in;text-indent:-.25in;">Leading the growth charter by establishing OKRs, KPIs, customer metrics to track, and every other measurable score that effectively gauges the performance of the entire department.</p><p style="margin-left:.5in;text-indent:-.25in;">Increase renewal rates and reduce churn</p><p style="margin-left:.5in;text-indent:-.25in;">Expand our revenue in accounts through cross-sell and up-sell</p><p style="margin-left:.5in;text-indent:-.25in;">Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores</p><p style="margin-left:.5in;text-indent:-.25in;">Drive new business growth through greater advocacy and reference-ability</p><div><br></div><div><b>2.
Define and Optimize Customer Lifecycle</b></div><p style="margin-left:.5in;text-indent:-.25in;">Pin down customer lifecycles, correctly set the reach-out process, channels, and touchpoints</p><p style="margin-left:.5in;text-indent:-.25in;">Map customer journey</p><p style="margin-left:.5in;text-indent:-.25in;">Develop listening points in journey (e.g.; usage, satisfaction, etc.)</p><p style="margin-left:.5in;text-indent:-.25in;">Standardize interventions for each point in journey</p><p style="margin-left:.5in;text-indent:-.25in;">Define segmentation of customer base and varying strategies</p><p style="margin-left:.5in;text-indent:-.25in;">Identify opportunities for continuous improvement</p><div><br></div><div> <b>3.
Manage Customer Success Activities</b></div><p style="margin-left:.5in;text-indent:-.25in;">Onboarding, Training, Customer Support, Customer Success Management, Renewals, Cross-sell / Up-sell</p><p style="margin-left:.5in;text-indent:-.25in;">Measuring, reporting, and analyzing others’ reports on the effectiveness of the CS initiatives.</p><div><br></div><div><b>What will help you succeed in the role: </b></div><div><br></div><div>While you will be given all the training required to be successful on the job, following are the few competencies you will need to accelerate your growth:</div><div><br></div><div><b>Knowledge:</b></div><div><br></div><p style="margin-left:.5in;text-indent:-.25in;">In-depth understanding of hotel distribution technology is preferred (including connection with OTAs, GDS, content etc.)</p><p style="margin-left:.5in;text-indent:-.25in;">Deep understanding of value drivers in recurring revenue business models</p><p style="margin-left:.5in;text-indent:-.25in;">Business development knowledge and, ideally, experience growing a business.</p><div><b> </b></div><div><b>Education & Work Experience:</b></div><div><br></div><p style="margin-left:.5in;text-indent:-.25in;">15-20+ years of experience growing the business with proven performance and specific revenue goal achievement.</p><p style="margin-left:.5in;text-indent:-.25in;">Ideally combined background of post-sale and sales experience with a strong commercial acumen</p><p style="margin-left:.5in;text-indent:-.25in;">Advanced business experience and ability to create strategies, guidelines, and objectives and implement them while driving business growth and creating data-driven reports.</p><div><br></div><div><b>Behavior:</b></div><div><br></div><p style="margin-left:.5in;text-indent:-.25in;">Passion for learning</p><p style="margin-left:.5in;text-indent:-.25in;">Adaptability and team work</p><p style="margin-left:.5in;text-indent:-.25in;">Visionary mindset</p><div><br></div><div><b>Skills:</b></div><div><br></div><p style="margin-left:.5in;text-indent:-.25in;">Strong empathy/obsession for customers AND passion for revenue and growth</p><p style="margin-left:.5in;text-indent:-.25in;">Analytical and process-oriented mindset</p><p style="margin-left:.5in;text-indent:-.25in;">Expert communication skills and the ability to hold C-level customer conversations that drive business for both parties and move the relationship forward.</p><p style="margin-left:.5in;text-indent:-.25in;">Strong customer engagement skills with a proven track record of managing large teams</p><div><br></div><div><b>Abilities:</b></div><div><br></div><p style="margin-left:.5in;text-indent:-.25in;">Ability to manage influence through persuasion, negotiation, and consensus building</p><p style="margin-left:.5in;text-indent:-.25in;">Ability to read commercial contracts and understand legal clauses</p><p style="margin-left:.5in;text-indent:-.25in;">Demonstrated desire for continuous learning and improvement</p><div><br></div><p style="margin:0in;margin-bottom:.0001pt;text-align:justify; vertical-align:baseline;"><strong>Equal Opportunity Employer</strong></p><p style="margin:0in;margin-bottom:.0001pt;text-align:justify; vertical-align:baseline;"><br></p><p style="margin:0in;margin-bottom:.0001pt;text-align:justify; vertical-align:baseline;">We are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace.
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.</p>",
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