Vice President of Customer Success
Montreal, QC, CA
6d ago
source : PostJobFree

Nakisa is a global leader in enterprise business solutions for Organization Design and Accounting and Compliance. Nakisa delivers innovative, forward-thinking, and robust human resource and financial management solutions that advance business strategies.

Nakisa has built top of the line software solutions which are being used by the Fortune 1000 of today.We believe the key to our success is our unity in thought and action.

Though there is always room for improvement, we work hard to ensure Nakisa values (Fairness, Integrity, Service, and Humility) drives our behaviors at all levels.

Our solutions have excelled in the market and we are committed to excel in its delivery and implementation aiming for our customers to have the best possible experience in their journey with Nakisa.

Job DescriptionNakisa is looking for a VP of Customer Success to lead and scale a high-performing Customer Success team. Reporting to the CRO, the VP of CS will develop and lead the vision for Nakisa’s Customer Success for both lines of products.

Working with other leaders, you will create a unified Strategy and define the overall Customer Success model for the company.

The Vice President of Customer Success (VPCS), will be a key promoter of our solutions, resulting in increased consumption, revenue, and retention of our portfolio.

A champion of customer success, you will ensure an outstanding customer experience throughout their journey with Nakisa.

As this role is ultimately accountable for the health and happiness of our customers, it will be the catalyst to create a culture of customer passion through the company.

You will be an inspirational leader and create a vibrant, inclusive culture that inspires people to do their best work.Job ResponsibilitiesLead a team of Success professionals that can balance the following : Ensure customers extract the most value from the solution based upon their business needs / goalsOwns the plan for making the customer successful in achieving their business goals and outcome, bringing appropriate resources in play as needed.

Onboards customers for some of the services, as neededUpsell and uncover additional customer needsThrive in a dynamic sales environmentEffectively manage key and senior stakeholdersDeeply listen to users and clearly outline a workable path to the user’s desired outcomeIncrease renewal ratesExpand our revenue in accounts through cross-selling and up-sellInfluence future lifetime value through higher product adoption, customer satisfaction, and overall health scoresDrive new business growth through greater advocacy and reference-abilityEncourage the team to partner effectively with other functional teams and drive cross-pollination of thoughts and ideas within our team : Lead the strategy to Measure and Report on the Effectiveness of the Customer Success Team Set operational metrics and hold each Customer Success Solution Head accountable to achieve and exceed.

Create the vision to Enhance Effectiveness and Efficiency Through Technology enable the team with proper tools and systems to support their successDefine and optimize the customer lifecycle - Standardize data collection and interventions for each point in the customer journey- Define the segmentation of the customer base and the appropriate service levels for each segment, based on factors such as deal size and marketing maturity, Identify opportunities for continuous improvement, design and implement processes and procedures to improve efficiency.

QualificationsExceptional team leadership, coaching, and people development skillsStrong customer relationship management skills at an executive levelUnderstand the importance of culture and values in every team and individual interaction both internal and externalExceptional verbal and written communicationNaturally inspirational and motivationalPure passion for growing and coaching team members, with an eye on employee experience and engagement7+ years working in a client-facing software services leadership capacityProven success partnering across departmentsExcellent customer engagement, and problem-solving skillsExperience successfully utilizing change management and business process mapping strategiesExperience selling solutions to an HR audience preferredBachelor’s degree preferred, MBA a plusGood to haveFrench communication skills

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