VP, Client Experience
San Diego, CA, USA | Cordial Inc.
Job Description:177 people have viewed this job
Reporting to the CEO, the VP of Client Experience will continue to foster a culture of client-first mentality, thought leadership, team orientation, high performance, integrity and commitment to being a collaborative member of the Executive Leadership team.
Serving as an integral member of the leadership team, this role is a key piece to the company’s operational success.This person will manage client (customer) success, deliverability, and solutions teams. This individual will be an integral part of Cordial’s rapidly growing business. The role will require an individual to cultivate and continuously improve Cordial’s differentiated Client Success model all while refining, scaling and simplifying existing processes. The VP will also be a strong leader, developer of talent and have a track record of recruiting and developing future client success and services leaders through succession planning.
Continue to build, refine and lead our cutting-edge Client Success organization
Empower outcomes driven by our client-first organization, hyper-focused on delivering differentiated experiences and value to our clients
Foster a work environment that represents Cordial’s core values, fosters teamwork, coaching and development that retains high potential employees.
Build relationships with cross- functional department leaders to strategically develop and implement plans that support Cordial’s GTM strategy.
Partner closely with the CMO to participate in and support Cordial’s Client Advocacy Board, developing and delivering client case studies, speaking opportunities and more.
Partner closely with the VP of Sales by actively supporting and participating in strategic opportunities, scoping and selling professional services contracts, aligning resources to support Proof of Concepts (POCs) or Pilots and more.
Research, retain and enable the Cordial team on competitive differentiators and positioning of the Cordial Client Experience.
Refine the company's Client Success strategies with a strong focus on client advocacy, growth and retention while ensuring employee enrichment.
Review and evaluate, on a continuing basis, the team’s performance against annual operating and strategic goals.
Build playbook of best practices around delivering a high degree of predictability surrounding book of business and client advocacy.
Serve as strategic thought leader in the industry and represent in the marketplace with its major customers, prospects and partners.
Manage the health of the existing book of business, including operationalizing and tracking leading risk and growth opportunities across all existing clients
Financial management - forecasting, negotiations, pricing
Product adoption / voice of the customer in strategic roadmap
Managing and delivering professional services including Deliverability and Solutions Consultants
Manage service revenue and cost to provide services.
Identify core opportunities to bring in innovative technology to help our team scale.
Proven leader with a track record of building, mentoring and coaching a Client Experience organization in a growth stage company.
At least 7+ years' Client Success, Services or Operations experience in SaaS Company with at least 5+ years in a senior leadership position.
Experience with messaging including; email, SMS, Mobile Push and/or digital marketing a huge plus but not required.
Created road maps to manage the ability to optimize around upsell, renewals and customer advocacy.
Has driven organizations through rapid growth at scale, and understands and emotes operational excellence.
Have prior experience working with large Enterprise clients and engagement cycles. Work with Retail-Ecommerce or Digital Publishing clients a huge plus.
Has successfully monetized client experience processes including, but not limited to; renewals, upsells, downsells, churn management, implementation, strategic engagements, technical support and enablement.
Strong communication internally and externally.
Builds trust with client stakeholders early on and often to mitigate future risk and aid in escalation management
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