SVP, Customer Success

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Job Summary:

The Senior Vice President (SVP), Customer Success is a strategic leadership role responsible for developing and executing the overall customer success strategy for Edenred Pay. This leader will drive the vision, strategy, and execution of customer success initiatives to ensure that our customers achieve their desired outcomes and derive maximum value from our products and services. The SVP, Customer Success will lead a high-performing team, collaborate with cross-functional departments, and work closely with the executive team to enhance customer satisfaction, retention, and growth.

Supervisory Responsibilities:

• Build, mentor, and manage a high-performing customer success team. Foster a culture of excellence, collaboration, and accountability. Set clear performance objectives and provide ongoing coaching and support.
• Recruits, interviews, hires, and trains new staff.
• Oversees the daily workflow of the department.
• Provides constructive and timely performance evaluations. 
• Handles discipline and termination of employees in accordance with company policy.

Essential Functions: Duties and Responsibilities

• Strategic Leadership: Develop and implement a comprehensive customer success strategy aligned with the company’s goals and objectives. Drive initiatives to enhance customer satisfaction, retention, and lifetime value.
• Executive Relationships: Develop and maintain trust-based relationships with C-level customer executives. Leverage those personal relationships to foster positive engagement and growth of the customers’ business.
• Customer Engagement: Oversee the customer journey from onboarding to renewal. Develop programs, processes, and strategic customer touchpoints to drive proactive customer engagement, success, and product adoption of additional payment methods.
• Performance Metrics: Establish and track key performance indicators (KPIs) related to customer success. Utilize data and analytics to measure the effectiveness of customer success initiatives and make data-driven decisions.
• Cross-Functional Collaboration: Partner with Operations, Sales, Product, Marketing, and other departments to align customer success strategies with broader company objectives. Work to ensure a seamless experience for customers across all touchpoints.
• Customer Retention and Growth: Develop strategies to increase customer retention and identify opportunities for expansion. Implement programs that drive adoption of additional Edenred Pay products and solutions.
• Executive Reporting: Provide regular updates to the executive team on customer success metrics, challenges, and opportunities with visibility into the health of key accounts. Develop and present reports and dashboards to track progress against strategic goals.
• Innovation and Improvement: Stay abreast of payment industry trends and best practices. Continuously seek opportunities to innovate and improve the customer success function to enhance overall effectiveness and efficiency.

Required Skills/Abilities:

• Exceptional communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
• Excellent leadership and team management abilities.
• Strong analytical skills with the ability to leverage data to drive decision-making.
• Demonstrated experience in developing and executing customer success strategies that drive measurable results.
• Proficiency in customer success software and tools, CRM systems, and data analysis platforms.

Education and Experience:

• Bachelor’s degree in Business, Marketing, or a related field. An MBA or advanced degree is preferred. Equivalent combination of education and experience will be considered.
• A minimum of 10 years of experience in customer success on a related field, with at least 5 years in a senior leadership role.
• Proven track record of leading teams and driving strategic customer success initiatives.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• Must possess the physical and mental abilities to perform the tasks normally associated with an office position that involves standing, sitting, reaching, manual dexterity to operate office machines, stooping, bending to handle files and supplies, and mobility to complete errands or deliveries.
• May work at computer monitors for prolonged periods with danger of eye strain and muscle pain.

EEO Statement:

The employment policy of Edenred is to provide equal opportunity to all persons. Our company, therefore, has made a commitment to equal employment opportunity through a positive and continuing affirmative action program. No employee or applicant for employment will be discriminated against because of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, military and/or veteran status, creed, citizenship status, age, marital status and/or any other Federal, State or Local legally protected classes. Edenred is committed to providing reasonable accommodation to individuals with disabilities. To request reasonable accommodation, contact [email protected].

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