Vice President of Client Services

Albany, NY - Posted on: Friday 09/16/16

Description

Vice President Client Services

The Vice President of Client Services is responsible for leading the global, post-sale customer experience, ensuring that quality of service continues to be a differentiator. The VP of Client Services has executive ownership of all new customer implementations, ongoing customer training, support/customer service, and custom consulting/professional services. The primary focus will be on leading a scalable organization that enables the company to implement new customers quickly, respond to customer inquiries rapidly and professionally, and drive high levels of customer satisfaction and long-term customer retention.

Essential Responsibilities:

  • Lead and develop global teams focused in the following areas:
  • Implementation and Professional Services: Delivery of billable project-based services focused on driving successful implementation and maximizing customer ROI
  • Training: Development and delivery of cross-product training curriculum
  • Support: Operation of 24x7 multi-lingual contact center, offering support to customers
  • Customer Satisfaction and Retention: Partner with VP Customer Success to manage at-risk customers
  • Monitor and ensure ongoing achievement of service level agreements and project delivery standards
  • Lead the development and delivery of standardized services, support, and training offerings
  • Champion programs that promote successful customer adoption of product(s) and new releases
  • Provide clear and direct feedback to Product Management regarding potential product improvements
  • Integrate new and acquired product lines by enabling customer-facing staff and developing new product-based services as needed
  • Continuously improve internal processes and workflow to improve customer experience, maximize efficiency of internal teams, and drive improved results
  • Act as executive point of contact in pre-sales discussions, customer escalations, and other customer-facing interactions

Qualifications

  • BA/BS in Business Administration, Information Technology, or related field required, Master’s preferred
  • 10+ years’ experience as Director or VP leading a services organization in a growing software company with international presence
  • Demonstrated ability to manage in a dynamic, fast paced environment
  • Works well as a strong leader of highly charged self-starters.
  • Ability to proactively identify and solve issues
  • Proven ability to successfully develop and implement services offerings
  • Must have experience in developing scalable workflows that can be implemented globally, for technical support and new customer implementation
  • Ability to interact with irate customers and quickly restore confidence in “escalation” situations.
  • Proven track record in managing a project management team
  • Must have previous experience building, or modifying a multi-grouped service organization.
  • Familiarity and practical expertise with various customer-enablement technologies such as customer self-service tools, on-line training tools, customer success management platforms, etc.

Note: This job description is not intended to be all-inclusive. Employees may be required to perform other related duties as assigned to meet the ongoing needs of the organization.

To Apply:

Disclaimer:
Autotask is not accepting unsolicited assistance from search firms/employment agencies for this employment opportunity. Please, no phone calls or emails to any employee of Autotask about this opening. All resumes submitted by search firms/employment agencies to any employee at Autotask via-email, the Internet or in any form and/or method without a valid written search firm agreement in place for this position will be deemed the sole property of Autotask; no fee will be paid in the event a candidate is hired by Autotask as a result of the unsolicited referral or through other means.