VP Customer Success at Uniphore

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Position Overview:
Customer Success is vital to our long-term profitability. To succeed our customers must receive clear value from our service. Need a senior executive to own driving success for our customers. This role includes responsibilities for Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).
 
Responsibilities:
Drive Customer Success Outcomes
Increase renewal rates and reduce churn
Expand and drive revenue in accounts through cross-sell and up-sell 
Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
Drive new business growth through greater advocacy and reference-ability

Define and Optimize Customer Lifecycle
Map customer journey
Develop listening points in journey (e.g., usage, satisfaction, etc.)
Standardize interventions for each point in journey
Contribute to define segmentation of customer base and varying strategies
Identify opportunities for continuous improvement
Learn from best practices in industry

Manage Customer Success Activities
Onboarding
Training
Customer Success Management
Renewals
Cross-sell / Up-sell
Advocacy

Measure Effectiveness of Customer Success
Define operational metrics for team
Establish system for tracking metrics
Create cadence for review within team
Expose subset of metrics to executive team, company, and board

Lead World-class Customer Success Team
Recruit experienced leaders for each functional role
Attract high potential individual contributors into team
Create rapid onboarding process for new team members
Foster collaboration within team and across customer lifecycle
Encourage continuous learning within team

Enhance Effectiveness and Efficiency Through Technology
Support systems
Customer marketing software
Reference and advocacy solutions
Customer Success Management platform

Inspire Customer Success Across Company
Create/contribute to company-wide culture of Customer Success
Align with Marketing around to existing clients
Align with Product around product roadmap.
Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
Align with Finance around measurement and forecasting
Align with Executive Team around key metrics and objectives
Drive company-wide definition of ideal customer
Create company-wide customer feedback loop

Required Experience/Skills:
5+ years’ experience in leading a global customer-facing organization
Extensive SaaS experience driving 1B in pre / post sales
Ability to manage influence through persuasion, negotiation, and consensus building
Ideally combined background of post-sale and sales experience.
Strong empathy for customers AND passion for revenue and growth
Deep understanding of value drivers in recurring revenue business models
Analytical and process-oriented mindset
Demonstrated desire for continuous learning and improvement
Enthusiastic and creative leader with the ability to inspire others
Excellent communication and presentation skills
Relevant Bachelor’s degree; preference for computer science or related degrees
 

Uniphore is the global leader in Conversational Service Automation. The Company’s vision is to disrupt an outdated customer service model by bridging the gap between human and machine using voice, AI and automation to ensure that every voice, on every call, is truly heard. Uniphore enables businesses globally to deliver transformational customer service by providing an automation platform where digital agents take over transactional conversations from humans, coach agents during calls, and accurately predict language, emotion and intent. All in real-time. With Conversational Service Automation, enterprises can now engage their customers to effectively build loyalty, improve customer experience and realize operational efficiencies.

Uniphore is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.
 
For more information on how Uniphore delivers business value using Conversational Service Automation, please visit www.uniphore.com

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