VP, Post Sale Transformation & Operations

The candidate best suited to fill this leadership role will be highly organized, technical, business and fiscally savvy, skilled with leading teams of high performers, will possess strong communication and management skills, and have a proven track record of increasing profitability by measuring, innovating, building, and stabilizing complicated operations.

This multi-function leader will quickly impact the top and bottom lines of the P&L by driving meaningful process and technology change throughout the customer journey. Core metrics include gross revenue retention, net revenue retention, customer net promoter score, cost per deployed revenue dollar and cost per revenue under management.

• This position resides within the Post Sale organization alongside Customer Empowerment, Customer Support, Customer Success and Customer Strategy and reports to the Chief Customer Officer.
• Spearhead digital transformation (technology) efforts in pursuit of efficiency..
• Oversee the Customer Experience function that runs surveys, conducts audits, identifies friction in our processes, and determines approaches for improvement.
• Runs the project management office / change management function.
• Oversees system implementation projects and day-to-day system administration that support Post Sales teams.
• Delivers analytics & metrics for tracking progress throughout the teams.
• Manages the employee enablement / knowledge development function for onboarding new hires and upskilling the resources.
• Manage the workforce management tool and operation.
• Oversee the quality assurance function that ensures accuracy of the outcomes of the support agents and offshore sales professionals.

• Must have proven experience with decreasing hours per project, days to value, average handle time, case hours in working status, escalation count, and churn.
• Must have expertise in increasing NPS, CSAT, renewal rates, expansion revenue, customer engagement, and references.
• Must have experience managing split onshore / offshore teams.
• Must be willing to travel to Pakistan.