Job Description
We are looking for a seasoned VP of Customer Experience that will lead all aspects of post sales related operations, including Customer Implementation, Success, Support, and Training, with cross over into Payments and Enablement departments as well. Our goal is to provide exceptional service to our customers while optimizing product adoption, customer health, and driving value in both growth and retention.
You Will Have The Opportunity To:- Lead and scale a world class customer centric org (~50 employees and growing), to ensure our customers achieve their desired outcome
- Mentor your CX leadership team to focus on employee development, scaling efficiently, and achieving ambitious goals and results
- Influence key internal stakeholders to build the ideal customer journey and experience, maximizing for revenue growth
- Increase retention, contract adoption, renewal rates
- Expand our revenue in accounts through both cross-sell and up-sell opportunities
- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
- Implement customer experience strategies for SMB, mid market, and enterprise shops, and both high and low touch customers, including initial shop onboarding, post sale nurturing, and expansions of customers
- Drive new business through referrals, advocacy and reference clients across shops types and sizes
- Optimize the customer lifecycle, and identify opportunities for continuous improvement and iteration
- 10+ years of experience in a Customer Success, Support and/or Implementation leadership role in SMB and Enterprise SaaS, of which 5+ years are in an executive leadership role.
- Vertical SaaS and Payments depth of experience a key differentiator
- Strong background of the entire customer journey post-sale, with additional sales experience a plus
- Experience working in a high-growth, agile environment
- Strong empathy for customers and passion for driving revenue and growth, including emphasis on reporting, data driven decisions and results oriented performance management
- Deep understanding of value drivers in recurring revenue business models
- Thrive in an executive leadership table group approach with high trust, vulnerability, collaboration and accountability to align on a shared strategy
- Automotive experience and/or passion for the industry is a big plus
- MBA degree or equivalent
Why Shopmonkey? Shopmonkey has become an amazing environment where employees feel that they are valued as people, and not just worker bees. To ensure that our team thrives, we invest in the following perks:🏡 Fully Remote Work!
- $1,000 to set up your home office
- Phone/internet monthly reimbursements
- Virtual lunch & learns, classes, committees and activities
- Laptop and super rad swag provided
- Unique opportunity: This is the best form of hybrid! All teams get to travel and meet up multiple times a year for collaboration. Shopmonkey also hosts an annual company-wide get together we call Rally
- Medical, dental, vision, and life insurance benefits available from day 1
- Short term and long term disability
- Employee assistance program
- $30 monthly home fitness or gym reimbursements
- Generous parental leave
- 401(k) available upon hire
- 11 Paid Holidays
- 10 scheduled holidays
- 1 floating holiday to observe what is important to you!
- Flexible Time Off - Take the time off you need!
- Matching donations for approved charitable organizations
- Group volunteer efforts during work time
- Active Culture and DEIB co-creation committees that host quarterly events
- Career development opportunities
Apply Now
Back to Job Listings
Add To Job List
Company Profile
View Company Reviews
Date Posted
10/31/2022
Views
5
Positive
Subjectivity Score: 0.8
Similar Jobs
Bilingual Physician - Virtual Health Assessment (Part-time) - Oscar
Views in the last 30 days - 0
View Details