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Job Title:

Vice President, Professional Services & Customer Success - Houston, TX

Job Description:

Our Client is located in Houston, TX and you MUST relocate to Houston for this position. This is a new position in a full-service marketing company, specializing in omni-channel, digital, and direct solutions.  

The role will scale and heighten the organization's delivery capabilities for their product development, technical capabilities and customer base. The VP of Professional Services and Customer Success reports to the President and will be responsible for building out the team, establishing strategic direction, operational execution and performance metrics.

This role is responsible for driving success for their customers, leveraging insights and expertise to identify ways to optimize the workflow and accelerate time for the value of their clients. 

If you have a sense of humor, are greatly passionate about what you do and enjoy building teams, cross collaboration, setting strategic direction and being at the forefront of an innovative culture, operational excellence and collaborating across all departments, we want to hear from you.

MarTech, Software or Marketing Agency experience will set you apart. Experience managing Customer Success for a subscription-based SAAS business is a critical skill to have.

PRIMARY JOB FUNCTIONS:


  • Provide strategic planning and execution to enhance profitability and efficiency of the professional services organization. 
  • Lead the customer success organization including on-boarding, support, services, adoption and advocacy. 
  • Responsible for outcomes such as NPS, renewals and upsells. 
  • Work with the Product and Sales leaders to prepare for product launches. 
  • Enhance effectiveness and efficiencies through technology.
  • Develop and administer short and long-range plans that optimize personnel and other resources in order to deliver the highest levels of service and customer satisfaction.
  • Establish and monitor departmental KPIs in support of the larger organizational goals.
  • Oversee and execute process improvements and development of policies, procedures, and tools in support of delivery and customer satisfaction.
  • Attain revenue, margin and retention goals while maintaining delivery excellence.
  • Develop and implement a strategy that evaluates marketing channel capabilities for optimal cost and delivery to the customer.
  • Lead a team that executes a variety of marketing channels i.e. email, mail, digital, social, and voice.
  • Interact with customers, including senior management, to obtain feedback on delivery quality.
  • Create and implement strategy for maximizing custom revenue generating projects.
  • Communicate effectively with clients to identify needs and evaluate alternative solutions.
  • Continually seek opportunities to increase customer satisfaction and deepen client relationships.
  • Make everyone in the organization more successful by quickly addressing any issues that get in the way of our success.
  • Support a culture that empowers us to think big and grow.
  • Build relationships within and outside of your team.

 

REQUIRED QUALIFICATIONS:


  • BS or MS degree and 15+ years’ experience in Marketing Technology, Software or in a related area 
  • Strong operational management, consulting, customer support and fulfillment systems experience in a SaaS environment. 
  • History of building great teams.
  • You like the challenge of making the most complex processes scalable and repeatable. 
  • Strong communication , presentation and negotiation skills. 
  • Strong detail & analytical skills with the ability to establish, track, and analyze metrics
  • Composed team member known for the ability to embrace a challenge while keeping the presence of mind to have fun along the way.
  • Ability to decipher complex problems and make swift decisions.
  • Strong technical skills and are comfortable with software and technology concepts.
  • You are highly organized, yet comfortable, in a fast paced, rapidly changing environment. You are OK living in the gray while we solve the problem.

**Please note this position is based in Houston, Texas and will require someone onsite. Remote workers will not be considered. Compensation includes relocation assistance.

About Atterro

EQUAL OPPORTUNITY EMPLOYER

The Company supports affirmative action and equal employment opportunity. The Company will provide equal employment in employment practices to all applicants for employment. Employment decisions shall be made without regard to any protected characteristic such as, but not limited to, race, color, religion, gender, age, disability, national origin, ancestry, citizen status, gender identity, sexual orientation, marital status, status in regard to public assistance, disabled veterans, recently separated veterans, Armed Forces service medal veterans and other protected veterans, genetic information and other legally protected classes. Furthermore, the Company is an E-Verify employer. Information provided on this application will not be used for any discriminatory purposes. The Company complies with all applicable federal, state and local non-discrimination laws and regulations. The Company will provide reasonable accommodations in the application or interviewing process. If you need a reasonable accommodation in the application or interviewing process, please contact us.

Job ID:
320700

Dept ID:
10688

Location:
Houston, TX
United States of America

Industry:
Sales & Marketing / Marketing

Job Type:
Direct Hire Position
Folder Group ID
55

Posted Date:11/28/2018

Domain:atterro

Contact: jodi.ewen@atterro.com

Apply for this Position

Job Title: Vice President, Professional Services & Customer Success

Location: Houston, TX

Job Type: Direct Hire Position

Reference ID: 320700

Posted Date: 11/28/2018

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