Job details
Job type full-time
Full job description
If you are a customer-centric, detail-oriented team-player, who thrives working cross-functionally and wants to help build at scale, a best-in-class success team, you’re going to be a great vp of customer success management.
The success organization is focused on delivering value to and consistently delighting customersThis role is about ensuring that at every phase, from onboarding to renewal, customers are driving outcomes and receiving a best-in-class experience, resulting in long-term renewal, account growth, and advocacyYou will be responsible for building out high-performing, customer-obsessed teams and cross functional partnerships, staying one jump ahead of the future needs of customers.
Reporting to the ccxo & svp, customer experience and customer success, you will serve as a senior member of the broader customer team, helping design the future of customer success at avid.
Responsibilities and duties
Is passionate about customers as people who hire your product, your company, your service to accomplish a jobYou understand that a company’s success is based on a great experience for their customers linked to customers maximizing the vale of their avid investment.
Believes feedback is important for business growth and you would be proud to work at a company whose mission is to power the curious and whose value proposition to business is that feedback fuels growth and new ideas.
Is a passionate storyteller that knows how to integrate data with human stories to influence and mobilize an organization to take action on customer feedbackYou are comfortable presenting insights to executives, providing feedback to product and engineering teams as “customer zero” and sharing practical advice to current and prospective customers about lessons learned from our program.
Can connect large-scale customer feedback from multiple touch points with operational data and important business policy and process changes that are required to understand customer feedback and make decisions on action to take.
Experienced with leading business system integration programs to connect customer feedback to our crm salesforce, domo and our customer success management platform – gainsight
Drives customer success outcomes
Defines and optimize customer lifecycle
Manages customer success activities from onboarding, learning, ps, cs, csm, renewals, cross-sell/up-sell & advocacy
Measures effectiveness of customer success
Leads a world-class customer success team
Enhances effectiveness and efficiency through technology
Inspires customer success and cx across company
Partners with customer operations, customer care, learning services & professional services
Collaborates with marketing to evangelize customers’ success through acts of advocacy
Identifies key trends in customer experience and health metrics
Supports ad-hoc customer projects and initiatives as identified by the ccxo
Qualifications & skills
5+ years’ experience leading a customer success team, ideally globally
Experience supporting technical subscription & saas products
An obsession with customer-experience and a clear understanding of its impact on a business
The ability to manage customer interactions and handle uncomfortable situations, knowing when to raise a flag to leadership
An understanding of the business of customer success balanced with a passion for making customers successful
Proven success building highly engaged, high-performing teams that everyone wants to be a part of
A team-player mentality
Have experience specifically managing cs teams in a saas organization
Hands-on experience working with customer data platforms, digital analytics, personalization, tag management, data management platforms
Scaled a customer success or support organization or had a front row seat to the process of building one out and have managed teams of more than 40 people
Have past experience in a customer-facing/support role
Experience managing global and/or remote teams
Avid is an equal opportunity employerWe celebrate diversity and are committed to creating an inclusive environment for all employees.
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Req id
14849br
Function
Customer success
Full or part time
Full time
City
Burlington
State/region
Massachusetts
Work country
United states
