VP, Customer Experience

VP, Customer Experience
Hybrid| Client Services | Full-Time

WHO WE ARE

Headquartered in Nashville, Tenn., Ncontracts leads the industry in integrated risk management and compliance solutions, serving over 5,000 financial institutions nationwide. As a six-time Inc. 5000 Fastest Growing Companies honoree and consistent year-over-year recipient of "Best Places to Work" awards, we offer a thriving, work environment where career growth and life-work balance go hand in hand.

At Ncontracts, you'll join a team of industry experts dedicated to strengthening the financial services sector through innovation and thought leadership. We're seeking creative, collaborative, and self-driven professionals across all areas of our business - from developing cutting-edge solutions to sales, marketing, customer support, and beyond. Join us in our mission to make the financial industry stronger and more resilient, while advancing your career in a supportive, dynamic environment that values your unique skills and perspectives.
 

YOU WILL

• Leadership and Strategy: Develop and execute a comprehensive customer experience strategy aligned with the company's mission and goals. Provide visionary leadership, setting clear objectives, performance metrics, and fostering a culture of excellence. 

• Team Management: Lead, mentor, and inspire the Customer Experience teams, creating an environment that promotes collaboration, innovation, and continuous learning. Foster individual growth and career development within the teams. 

• Customer Success: Drive the overall customer success strategy, ensuring the team proactively engages with customers at scale to understand their needs, business challenges, and objectives. Oversee the development of strategic account plans, health monitoring, and intervention strategies to ensure customers achieve desired outcomes, leading to increased retention and expansion opportunities. 

• Customer Enablement: Lead the Customer Enablement team to work cross-functionally to ensure customers have the content and resources they need to maximize the value of our products and services.

• Relationship Management: Establish and maintain strong relationships with key customers to drive positive business outcomes through their relationship with us. Act as an escalation point for complex issues and foster a customer-centric approach throughout the organization. 

• Solution Advisory: Lead the Solution Advisory team to optimize customer outcomes with best practices and personalized recommendations from Subject Matter Experts that connect industry insights with product knowledge. 

• Data-Driven Insights: Utilize data and analytics to monitor customer engagement, identify trends, and derive insights that inform decision-making. Implement strategies to proactively address challenges and capitalize on opportunities. 

• Collaboration: Collaborate closely with Sales, Product, Marketing, and Support teams to align customer experience initiatives with overall business objectives. Provide valuable insights to drive product enhancements and feature prioritization. 

• Continuous Improvement: Drive continuous improvement of customer experience processes, tools, and methodologies to meet the needs of our customers at scale. Identify and implement best practices to enhance operational efficiency and customer retention. 

• Stakeholder Communication: Effectively communicate customer insights, trends, and success stories to executive leadership and relevant teams, contributing to the development of strategic business plans. 
   

YOU BRING

• Exceptional leadership, coaching, and team-building skills. 

• Excellent communication and interpersonal abilities, with the capacity to interact effectively with customers and internal stakeholders at all levels. 

• Analytical mindset with the ability to leverage data-driven insights for decision-making. 

• Demonstrated success in driving customer retention, expansion, and advocacy. 

• Experience designing, implementing and managing client success programs. 

• Proven capability in deriving, analyzing, reporting, and improving upon customer experience and customer success metrics. 

SUPERVISORY RESPONSIBILITY

• This position supervises managers. 

REQUIRED EDUCATION AND EXPERIENCE 

• 10+ years of experience managing managers. 
• 5+ years’ experience in customer success, training, and project management 
• Experience executing an operating model that utilizes a scaled approach for customer success (e.g. 1:many motions, digital first, etc.). 

PREFERRED EDUCATION AND EXPERIENCE

• Bachelor’s Degree Preferred
• Experience in B2B SaaS 
• Experience with Salesforce 

WE OFFER

• A fun, fast-paced work environment
• Responsible PTO Plan that meets or exceeds state and local medical and family leave laws
• 11 paid holidays
• Community and social events to keep you connected and engaged
• Mental Health Benefits
• Medical, Dental and Vision insurance
• Company-paid Group Life Insurance, Short- and Long-Term Disability
• Flexible Spending Account & Health Savings Account
• Aflac Benefits – Critical Illness, Cancer Protection, & Hospital Choice
• Pet Insurance
• 401 (k) with company match with eligibility on Day 1 of employment
• 2 Paid Volunteer Time Off Days
• And much more!
   

Compensation Information

Pursuant to state and local law disclosure requirements, the pay range for this role, with final offer amount dependent on education, skills, experience and location is $150,000 to $200,000 per year. This position may be eligible for an annual discretionary incentive award. The incentive award amount is dependent upon company performance and your personal performance and is not guaranteed.

AAP/EEO Statement

Ncontracts provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.