Geoforce provides field asset tracking solutions for industrial end markets. Our core product is a robust software platform combined with rugged asset tracking devices. We are committed to helping our customers locate and monitor their valuable mobile assets, improve asset utilization, and simplify field operations across the globe.
Position Overview:
The Senior Vice President of Customer Operations is an executive leadership role, reporting to the CEO, with responsibility for overseeing all aspects of customer interactions and ensuring a seamless customer experience. Success will be measured largely by Gross and Net Customer Retention. The scope includes Customer Success, Customer Support, Customer Onboarding and Training, Field Technicians and Order Fulfillment.
Key Responsibilities:
Customer Strategy and Vision:
Develop and execute a Customer Experience strategy aligned with the company's overall vision and goals.
Define and communicate a clear customer-centric vision throughout the organization.
Own the customer experience from closed won through renewal and expansion.
Implement processes and operational standards that drive high customer retention, expansion, and satisfaction while maintaining an efficient and happy organization.
Define and measure overall Customer Experience teams' performance KPIs against goals and budget.
Collaborate with the Sales, Product Development, and Marketing departments to ensure customer needs are met, product feedback is integrated into the development process, and to engage our customer base to drive product adoption and usage.
Be the voice of the customer to ensure we continue to evolve in ways that align with the goals of our customers while also delivering long-term solutions.
Customer Success and Retention:
Lead the customer success team to ensure customers realize value from the solution and partnership and achieve their desired outcomes.
Monitor customer satisfaction and industry trends, and advocate on behalf of customers for product improvements and investments that enhance customer experience.
Develop and implement customer retention strategies to reduce churn and increase customer lifetime value.
Establish processes to proactively update customers on product updates, new features, and industry trends.
Maintain strong communication channels with customers to gather feedback, address concerns, and enhance the customer experience, including on-site visits to clients across the United States and Canada.
Customer Support:
Oversee customer support teams, ensuring timely and effective resolution of issues.
Work with support managers to establish customer support metrics and ensure appropriate staffing based on those metrics.
Customer Onboarding and Training:
Manage the onboarding and customer training function, ensuring the timely and successful onboarding and training of customers on our platforms.
Continuously improve onboarding and training processes based on customer feedback.
Field Technicians:
Manage a team of field technicians responsible for the installation and maintenance of tracking devices.
Oversee health and safety programs to ensure our team is working safe and compliant at all times with OSHA, and customer standards
Order Fulfillment:
Oversee the order fulfillment process to ensure timely and accurate delivery of tracking devices.
Work closely with supply chain and logistics teams to manage inventory and distribution.
Data Analysis and Reporting:
Utilize data and analytics to assess customer satisfaction, operational performance, and identify opportunities for improvement.
Implement processes and systems that allow for consistent and impactful data outputs.
Create and maintain customer operations KPIs and metrics dashboards.
Budget Management:
Manage the budget for the customer operations department and ensure resources are allocated effectively.
Evaluate, select, and negotiate vendors that provide support to the customer operations department.
Develop infrastructure to ensure the teams scale in a cost-effective and efficient manner, including focusing on process improvements and technology integrations.
Qualifications:
Bachelor’s degree in business, Operations Management, or a related field.
10+ years of experience in customer operations, customer success, or a related role
10+ years of experience in a SaaS or technology company
Proven leadership experience with a track record of managing cross-functional teams.
Strong analytical and problem-solving skills.
Excellent communication and interpersonal skills.
Ability to thrive in a fast-paced, dynamic environment.
Experience serving industrial markets is strongly preferred
Experience in Private Equity backed businesses is strongly preferred
Experience in IoT or Telematics is a plus
Must be in the Dallas / Fort Worth area
About LLR Partners
LLR Partners is a lower middle market private equity firm investing in technology and healthcare businesses. We collaborate with our portfolio companies to define high-impact growth initiatives, turn them into action and help create long-term value. Founded in 1999 and with more than $6 billion raised across seven funds, LLR is a flexible provider of equity capital for growth, recapitalization and buyouts. For more information about LLR and insights on scaling growth companies, visit www.llrpartners.com.
Seniority level
Executive
Employment type
Full-time
Job function
Customer Service
Industries
Technology, Information and Media
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