Company is a high-growth, category-leading AI platform that helps data-driven executives – including CMOs, CXOs, CDOs, CFOs, and P&L owners – unlock a new lever of value creation by ensuring the right words are used at every customer interaction.
Company delivers hundreds of millions in incremental value to some of the biggest companies in banking, insurance, retail, telecom, healthcare, and more.
The Company platform uses natural language generation, machine learning, and experimental design – powered by the world’s largest language knowledgebase of millions of tagged and scored words and phrases – to deliver a 41% average lift in conversion across customer engagement channels.
Words matter.
As organizations become more obsessed with personalization, Company has proven that being able to deliver the right message is a core functional need for every company in the world – making the choice of words a multibillion-dollar blind spot across the enterprise.
Company is the only company with the technology and expertise to illuminate that blind spot in the enterprise customer experience and personalization stack.
As an employer, Company is committed to creating a place where everyone’s unique perspective is valued and where people can do their best work.
We understand that our team members and our inclusive culture are what make Company special and are the key ingredients to our continued growth.
We believe in and live by our company vision and values.
We invest time and resources in people-centric programs.
We work hard as a team to innovate, deliver great value to our customers and partners and create a positive, productive place to work every day.
And the impact shows in our above-benchmark employee engagement.
We’re also proud to be named to Fast Company’s World’s Most Innovative Companies list in 2020 and Built In’s Best Places To Work in 2021.
What We Are Looking For: Company is looking for a proven SaaS business leader to lead our rapidly scaling customer success team.
The SVP of Customer Success will have responsibility for leading the team that brings the immense value of Company to life.
The SVP will have the ability to marshal all customer resources to address any customer satisfaction, adoption, service delivery, or renewal issues, resulting in clear accountability, consistent service and one face to the customer.
What We Want You To Do: Drive the strategy and alignment of customer success to accelerate high value business outcomes for our customers with precision and predictability Focus on customer intimacy to deliver business impact and innovation to a customer’s business by understanding our customers’ key business issues and opportunities Create evangelists by listening to customers closely and delighting them with the Company user experience and service Development organizations with product enhancement information Build and nurture C-level relationships across accounts to solidify our partnership and commitment to the customer while supporting efforts to drive enterprise wide adoption of Company Create a consistent and valued customer experience developing and scaling repeatable methodologies and proven best practices Work closely with the Sales organization to develop and execute growth plans and strategies including territory and portfolio planning alignment with the Sales Leadership.
Establish relationships with leadership cross-functionally to ensure a consistent and differentiated customer experience Effectively build and establish relationships with key channel partners to support a joint go to market strategy Manage and achieve key business metrics including bookings, revenue, utilization, and expenses Be an inspirational leader and create a vibrant, inclusive culture that inspires people to do their best work Operationalize key national & global programs ensure we remain ahead of the future needs of our customers What We Want To See: A track record of building and growing a world class organization through talent acquisition, onboarding, and retention, characterized by high productivity and excellent morale Experience with the enterprise and demonstrated leadership to make rapid decisions and problem solving in this environment.
Excels in navigating a highly collaborative and fast-paced, “scale up” environment Proven experience building and running a business with the right operational skills Proven track record working with Product Management to deliver customer functionality – in this case to drive adoption Demonstrated success in building a Services, Customer Engagement or Customer Success team Who you are: Broad based business and technology professional with 15 years of experience leading a high growth organization delivering software based business solutions to large enterprises 15 years of work experience in a leadership position 10 years of work experience in enterprise software 5 years in experience in customer success or related role Background in consulting and / or professional services is a strong plus.
Can thrive in a demanding, fast paced environment.
Excellent leadership, management, and interpersonal skills.
High EQ and ability to lead with positive influence.
Ability to build an operating model with tools, processes and people to drive a scaled model for customer success Ability to work independently and in a strong team environment, and to deliver on detail as well as strategy Passion for technology and innovation Excellent communication and presentation skills Analytical and negotiation skills, particularly at executive levels Strong understanding of business processes especially marketing and supporting technologies