Vice President, Global Customer Success

Summary of Role:

The VP, Global Customer Success is responsible for the strategy and operational performance of the Command Alkon Customer Success function across all geographies, products, and resources. This is a senior level role for someone capable of scaling and operationalizing the Customer Success organization in the high touch, relationship based, heavy construction materials market. They will play an integral role in defining the business unit strategy, structure, and talent requirements to provide world class account management, product adoption, value realization, and customer engagement. This seasoned executive engages leaders and team members at all levels of the team in the successful execution of the strategy to achieve the Global Customer Success mission. The VP will partner closely with the Sales, Professional Services, Customer Support, Product Management, Development and Finance and Accounting organizations to ensure effective partnership and high degree of customer outcomes and global efficiency.

How You’ll Succeed:

Vision and Culture: Establish and maintain a compelling vision and roadmap for the future of the Global Customer Success department. Enroll the entire department in the mission and vision and ensure that each team member understands their part within it. Build a culture of customer focus, respect, accountability, growth orientation, and operational excellence within the team.

Leadership and Talent Development: Develop a comprehensive talent model encompassing capacity, skills, training, and growth plans and ensure the proper leadership and individual contributor talent is in place to fulfill organizational goals. Foster skill enhancement and career advancement opportunities, coaching managers to cultivate exceptional talent, aligning assignments with individual passions, and providing recognition and transparent feedback to drive performance and accountability, while differentiating rewards for high achievers and high-potential team members.

Collaboration: Ensure Customer Success is collaborating well with other departments to create a seamless flow for our customers in the customer’s journey. Create connections and relationships within the team and across peer groups to drive team engagement. Work closely with Sales, Implementation Services and Customer Support teams to minimize hand-offs and leverage resources to improve customer outcomes.Partner with Sales, Marketing, Implementation Services, Customer Support, Product Management, and Development to optimize the customer experience. Work closely with theatre and country leadership in the geographies of operation to drive regional alignment and execution of customer success strategies.

Delivering Customer Outcomes: Align with sales to develop and implement a segmentation approach for account management, ensuring personalized and effective engagement with customers of all sizes. Optimize Customer Success resource assignments to maximize the strength of customer relationships and ARR retention and growth. Lead the design and execution of strategies for product adoption and value realization for key SaaS offerings globally. Develop and manage standard operating procedures for efficient and effective proactive customer success delivery and escalation management when required. Own the Net Promoter Score measurement and improvement process for the company ensuring effective communication internally and externally. Provide sponsorship and prioritization of key customer engagement improvement initiatives to ensure performance impact. Partner with Sales and Marketing to institutionalize and expand the Command Alkon reference program to showcase customer value and success.

Innovation: Ensure the Customer Success team can effectively articulate the value of the innovation delivered by Command Alkon’s next generation platform and applications. Implement innovative approaches to reaching Command Alkon’s global customer base to execute the Customer Success mission. Partner with Product Management and Development to identify adoption trends at a customer, segment, and portfolio level and find new ways to help customers maximize the value they receive from their investment with Command Alkon.

Creating Operational Excellence: Evaluate and implement an appropriate system of metrics, tools, and processes to drive productivity and accountability across the organization and across all regions. Ensure that key processes are identified, documented, and optimized, and drive a continuous improvement mindset through the department.

Drive Financial Results: Own the Annual Recurring Revenue Gross and Net Retention performance for Command Alkon on a global basis. Effectively manage annual expense budgets for the department.

What You Bring:

+15 years of progressive growth experience across the following areas:

Vision casting and culture building – Leading teams to establish a mission and vision and enrolling teams in that mission.

People leadership – As a manager of managers, developing leaders and individual contributors to achieve exceptional team performance. Creating long lasting connections and relationships in a global operating environment.

Account Management – Bring leading practices to Command Alkon to strengthen customer relationships and references. Implement industry driven Customer Success key performance indicators (KPIs) and lead the team to improve company performance across those KPIs.

Customer Focus and Sponsorship – Relentless desire to deliver an exceptional customer experience and to ensure customers are achieving successful outcomes in the adoption of technology. Ability to navigate complex executive communication with customers and provide a point of executive sponsorship and accountability in the service delivery process.

Continuous improvement – A mindset for seeking to understand the root cause of customer problems and eliminating those problems in the future. A drive to push the boundaries of what’s possible in making service delivery as efficient and repeatable as possible.

Innovation – Success in the design and deployment of customer success and product adoption models that can reach a broad and growing customer base in an efficient and cost-effective manner.

Who You Are:

Drives Vision and Purpose: You paint a compelling picture of the vision and strategy that motivates others to action.

Global Perspective: You take a broad view when approaching issues using a global lens.

Action Oriented: You take on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.

Strategic Mindset: You see ahead to future possibilities and translate them into breakthrough strategies.

Drives Results: You consistently achieve results, even under tough circumstances.

All Company Core Competencies:

Customer Focus: You build strong customer relationships and deliver customer-centric solutions.

Cultivates Innovation: You create new and better ways for the organization to be successful.

Collaborates: You build partnerships and work collaboratively with others to meet shared objectives.

Instills Trust: You gain the confidence and trust of others through honesty, integrity, and authenticity.

Self-Development: You actively seek new ways to grow and be challenged using both formal and informal development channels.

Develops Talent: You develop people to meet both their career goals and the organization's goals.