VP, Customer Experience (3438) - Atlanta, GA

About GBG

GBG is the leading expert in global digital identity. We combine our powerful technology, the most accurate data coverage, and our talented team to deliver award-winning location intelligence, identity verification, and fraud prevention solutions.

With over 30 years' of experience, we bring together a team of over 1,250 dedicated experts with local industry insight from around the world to make it easy for businesses to identify and verify customers and locations, protecting everyone, everywhere from fraud.

Why you should be@GBG

(with the 95% of our team members that recommend us as a great place to work)

• We make the world a safer place
• We trust each other and win together
• We are local experts in a global business
• We want you to be yourself
• We grow when you grow

Customer Experience, GBG Americas

The Customer Experience team consists of 4 teams (with 5 areas of ownership); Technical Support, Solutions Engineering, Training, and Project Management. The fifth area is Professional Services which is handled by the SE, Training, and PM team as well as outsourced development. Training focuses on technical knowledge sharing for the onboarding of Support and Solutions Engineering team members as well as Partner and Customer training (Usually considered Professional Services).

The Role

The role of Vice President, Customer Experience deals with the growth of GBG Americas, and the increased requirements associated with its Go-to-Market strategy and initiatives. The position will help the organization move faster and further scale while enhancing its commitment to its customers. In this role, the person hired will have senior management responsibility for globally delivering deep expertise, sharing knowledge, implementing our services and addressing customer issues. This role reports to the Chief Revenue Officer, Americas.

What you will do

• Oversee Solution Engineering, Implementation Engineering, Project Management, Professional Services, and Support.
• Assist in the re-design of a customer success program for the entire company.
• Efficiently onboard new customers including customer-specific software configurations and implementations as we successfully go-live.
• Drive GBG Americas overall professional services strategy.
• Participate as an engaged, open, collaborative, and committed member of the senior management team; Contribute to and support initiatives and strategies.
• Develop and manage the budget including developing methods and criteria to report on effective profit and loss of all services that flow through Experience and Enablement.
• Oversee business process flow and procedure compliance to ensure individual and team's efficient delivery of activities.
• Build, train, motivate, and evaluate the team responsible for sustaining the service level of the entire team. Build and maintain the trust of the team.
• Develop a portfolio of commercial value-added professional services that are complementary to the product portfolio and will add value to the business
• Develops, monitors, and acts upon appropriate customer satisfaction metrics.
• Work with customers as needed to ensure their needs are met and that they are satisfied.
• Proactively assesses big-picture issues with professional services team and clients and develops custom solutions as needed.
• Review and define the implementation and onboarding processes for new customers.
• Implement scalable best practices and build capacity.
• Prioritize and make decisions for the execution of all projects ensuring that project teams have the tools and methodologies to be effective.
• Support/drive first project implementation with customers.
• Implement a formal training and certification program for IDV as well as Compliance.
• Work closely with Customer Success to coordinate activities and tools required for efficient customer management.
• Work closely with DevOps/IT to make sure we are achieving our reliability and scalability metrics.

Requirements

What we're looking for

• Results Orientation: Focuses strongly on achieving agreed-upon outcomes and ensures that key objectives are met. Conveys a sense of urgency and drives issues to closure. Aims to improve upon past performance. Establishes aggressive personal targets and strives to achieve them.
• Technical Background: Must possess experience in leading technical implementations, operations, professional services, and/or technical support.
• Planning & Objective Setting: Systematic approach to work. Produces action plans in which objectives are defined and steps for achieving them are clearly specified. Plans by breaking down large tasks into subtasks. Develops plans that anticipate obstacles. Is realistic about timescales and builds in appropriate checkpoints, milestones, and controls in order to ensure that desired results are realized.
• Customer/Client Orientation: Strives to provide customers/clients with personalized and efficient service. Anticipates customers'/clients' needs. Quickly follows up on customer/client contacts and complaints. Monitors and acts on measures of customer/client satisfaction.
• Commercial Acumen: Applies appropriate commercial and financial principles. Understands situations in terms of costs, profits added value, and return on investment. Appreciates the commercial impact of own work on the organization's total expenses and revenues.
• Team Skills: Helps to create a sense of team spirit and harmonious relations through cooperation and support. Balances personal goals with those of the team. Fosters collaboration among team members.
• Strategic Approach: Develop a strategic plan to realize the vision. Revises strategy in light of changing circumstances. Takes a long-term view of organizational success. Works to clarify long-term organizational goals. Able to stand back from immediate problems in order to focus on more far-reaching ideas.
• Role Expertise: Demonstrates critical technical or professional knowledge/skills related to the role. Has thorough knowledge of relevant products, services, and methods. Expands technical knowledge/skills and keeps up to date in own area of expertise.

Behaviors we'd like to see

I can tell you more about what these mean to GBG and to me and my team when we have a chat!

Benefits

We have a vision to have the best and most engaged team members in the industry. People matter at GBG, they make us who we are. Every team member across all our locations makes a difference, everyone has something to contribute. Maybe you too could make a difference.

As part of our commitment to our team and flexible working approach, we have created a Work When and Where You Want Policy to give our team members choice and empowerment, and to support a balance in work and home life. Please ask your Talent Attraction Specialist for more information on this and our Family Friendly policy if you want to find out more!