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VP Customer Success

Company: ExecuNet
Location: San Jose
Posted on: January 15, 2022

Job Description:

The mission of the VP, Customer Success, DX is to build and execute the strategy that enables Company to make customers successful through high-impact customer engagement and lead the global team through a multi-year transition from traditional relationship-focused customer success to an innovative, dynamic customer engagement model. The ultimate measure of success will be Company's Enterprise customers' engagement, adoption, & satisfaction, and the ability for Company to expand its footprint within the DX customer base to take advantage of its full suite of incredible solutions. What the VP Customer Success leader will do:Develop the Global DX Customer Success strategy and execution framework in conjunction with key stakeholders in product and field leadership.Lead 200+ North American Customer Success teams for Digital Experience to create measurable customer impact. Responsible for the customer success of 450 strategic customers, 2,500 solution customers, and $2.5B of ARR.Develop product expertise/advisory methodology across Company Experience Cloud focused on achieving customer success via onboarding, adoption, value capture and tune-up programs.Lead change management with the existing customer success team to shift to a strategic advisory paradigm - evolve people, capabilities, operations, and customer engagement.Understand customer needs across AEC products to inform evolution of customer success programs.Be a customer advocate, providing feedback to sales, marketing, engineering, and product organizations.Establish and implement coverage, engagement models, and service levels across a wide range of customers from Mid-Enterprise to Fortune 50.Measure effectiveness of Customer Success by defining and measuring operational metrics for the team. Build strong operational rigor around goal setting, measurement, and accountability.Attract and successfully lead a high performing team, supporting the evolution of DX CS strategy.Qualifications:15+ years of leadership in digital experience and/or digital marketing as a business leader or agency/SI leader. Depth in digital strategy and execution as well as technical requirements.Relevant expertise in Company Digital Experience products, enterprise customer requirements, use cases and challenges. E.g. Company Analytics, Company Target, Company Experience Manager, Company Campaign, Company Experience Platform.Highly collaborative and experienced in working in a matrixed environmentHigh IQ and EQ, strong leadership and decision makingStrong communication skills, ability to articulate and sell a visionCreative and entrepreneurial spirit and attitude, a focus on possibilities and not obstaclesStrong execution skills and the ability to drive action and accountabilityConsistent record of hiring and leading extraordinary talentProven track record navigating ambiguity and changeProven track record of defining and optimizing processesAbility to communicate effectively to creative, product and technical customer and internal teams

Keywords: ExecuNet, San Jose , VP Customer Success, Executive , San Jose, California

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