VP of Client Success

Date Posted: 3/6/2019

Type of Employment: Full-Time

Department: Training/Account Management

Job Snapshot

  • Location: Cedar Falls, IA
    Employee Type: Full-Time
    Industry: SaaS, Insurance

  • Job Type: Customer Service/Operations 
    Education: 4 Year degree or equivalent experience
    Experience: 5+ years
    Travel: 10% or less
    Relocation Covered: No

Job Description

Growing technology company seeks a Vice President of Client Success to support the ongoing development and leadership of the Client Success team as well as other day to day operational processes. This role resides primarily in Client Success, however is a key bridge and support component to, integration relations and education, client billing, and sales activity as it relates to the client community.  This is a full-time, mid-to-advanced level position that works closely with the leadership team in strategic decision making as well as tactical process creation and management. The role reports directly to the CEO/Co-Founder. It is a salaried position which includes competitive benefits.

Core values of our company include:

  • Client-centric organization focused on delivering first class customer service
  • Positive, collaborative team environment with co-workers who genuinely care about their work
  • High level of professionalism in everything we do
  • Continuous teaching, learning, and growth for all team members as they share in the journey that is the story of our company

Job Responsibilities 

The Vice President of Client Success is responsible for overseeing and providing both strategic leadership in four main areas: Client Success, Client Retention, Account Management and Select Operations.

Client Success Team

  • Manage all things client success including:
    • New Client Onboarding (Onboarding Specialist Team)
    • Client Success (Support Specialist Team)
    • Client Success Team Leadership & Analysis
    • Cross-Team Communications
    • Assist with screening, hiring and orienting new employees
  • Own the overall customer satisfaction metric; identify continuous improvement in this area and coordinate with other areas to improve customer satisfaction. Specifically, measuring and monitoring client onboarding timelines and modify support processes as needed.

Churn

  • Build and coordinate in-depth churn analysis and development of reduction strategies

Account Management

  • Assist in developing and managing the deployment of account management strategies to maximize feature adoption and value to existing clients

Select Operations

  • Serve as communication bridge between client success and sales
  • Serve as internal HIPAA Expert (Administrative)
  • Assist as needed with strategic technology vendors
  • Develop and/or participate in a Client Advisory program

Requirements

  • High level of comfort with technology
  • Possesses excitement and enthusiasm to make clients truly successful with our product
  • Experience interfacing with sales, marketing & product development teams
  • Experience in B2B client support and technical help
  • Ability to develop strategic plans and work with company leadership team to execute
  • Ability to lead team efforts and manage escalated client communications
  • Ability to work with a variety of personalities and rally the team around a common goal
  • Excellent interpersonal skills, highly organized and efficient
  • Excellent written and verbal communication skills
  • Motivated by the opportunity to be part of a fast moving, entrepreneurial team 

Preferred

  • Knowledge of and past experience serving in operations and customer service leadership for SaaS
  • Experience supporting the insurance industry strongly preferred

Please submit resume and cover letter by email to adam@agencybloc.com for consideration. Please, no paper resumes.