VP - Customer Success & Account Management - SaaS
Anywhere in the World·Posted today
saasmartech
<img src="https://we-work-remotely.imgix.net/logos/0171/5665/logo.gif?ixlib=rails-4.0.0&w=50&h=50&dpr=2&fit=fill&auto=compress" /> <p> <strong>Headquarters:</strong> Remote <br /><strong>URL:</strong> <a href="http://tourcc.com">http://tourcc.com</a> </p> <div>WHO WE'RE LOOKING FOR</div><div><br></div><div>You are passionate about tech products & services and what it can accomplish. (Bonus: you understand the challenges our ideal clients face and are excited to be of service to this market.) </div><div><br></div><div><br></div><div>In addition:</div><div><br></div><div>• You have 9+ years of experience in a similar role, 3+ of which should be from a SaaS company.</div><div><br></div><div>• You have a high level of attention to detail, and accuracy matters to you. • You are empathetic and have a real desire to help our customers reach their goals.</div><div><br></div><div>• You have good taste: not necessarily a design background, but you know what good looks like (or simply how to rectify bad content, and teach clients good vs bad) • You can get excited about helping our users get the most out of our tools – including giving tough love when they are using them incorrectly.</div><div><br></div><div>• You are driven, self-motivated, enthusiastic, have a "can do" attitude and a results-driven mentality with a bias for speed and action (while not missing the details!)</div><div><br></div><div>• You have excellent communication and interpersonal skills, and are able to be flexible and operate effectively with uncertainty and change.</div><div><br></div><div><br></div><div>Bonus:</div><div><br></div><div>• You have a good understanding of marketing and martech solutions, and you have great experience with CRM systems such as Hubspot, Salesforce, Zoho, etc., • You're just as happy getting your hands dirty with implementation work as you are building out high-level systems/processes, and managing a large team.</div><div><br></div><div><br></div><div>Onboarding and training:</div><div><br></div><div>• Oversee our primary contacts for the onboarding of new customers, training of platform end-users.</div><div><br></div><div>• Oversee completion of customer needs and/ or management of contractors and outsourced resources to perform work.</div><div><br></div><div>• Oversee management of the knowledge base, addition of new articles as needed and ensuring everything is up-to-date and accurate.</div><div><br></div><div>• Become a subject matter expert on our technology, and clearly articulate its value in writing, over the phone dialog, and at the occasional in-person industry event. </div><div><br></div><div><br></div><div>Support and retention:</div><div><br></div><div>• Deepen our customer retention support by preparing the strategy and program for this while working closely with the commercial team to roll this out.</div><div><br></div><div>• Oversee providing exceptional customer support within established SLA guidelines, track and report out related metrics.</div><div><br></div><div>• Oversee management of the long-term health of the customer base by identifying and preempting areas of risk or concern; drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed by extracting the most value from our SaaS tools.</div><div><br></div><div>• Understand customer sentiment and outcomes by communicating, defining and tracking health metrics, run NPS and gather other feedback.</div><div><br></div><div>• Oversee maintenance of a cadence of communicating with customers about needs and adoption trends via surveys and other tools, and educating them via their preferred channel of communication. </div><div><br></div><div><br></div><div>Sales and product:</div><div><br></div><div>• Represent the voice of the customer to provide input into every core product, marketing and sales process.</div><div><br></div><div>• Collaborate with the engineering and product development team to troubleshoot technical issues raised by customers.</div><div><br></div><div>• Curate the forums, utilize surveys and webinars to determine what feature requests are most needed, and advocate for them on the product team.</div><div><br></div><div>• Collaborate closely with sales to drive opportunities.</div> <p><strong>To apply:</strong> <a href="https://weworkremotely.com/remote-jobs/tourcc-vp-customer-success-account-management-saas">https://weworkremotely.com/remote-jobs/tourcc-vp-customer-success-account-management-saas</a></p>