Job details
Job type full-time
Full job description
Techchange is growingWe`re hiring our first vice president of partner success to ensure smooth delivery and execution of product lines.
Founded in 2010, techchange serves leading nonprofits, technology partners, and government agencies to build the best virtual learning and hybrid event experiences in the world through integrating platform, project management,
From delivering of online series of courses on covid response for frontline health workers to powering the largest human rights and tech conference in the world (rightscon) to producing the first ever course on gender bias and data in partnership with facebook, techchange contributes to some of the most innovative and important (virtual) conversations of our era.
The techchange platform has over 500k users across some 800 courses, workshops, and events, anchors the product experience and is complemented with services like facilitation, production, and support.
Your role
Last year techchange experienced tremendous growth (300%)We are on pace to double our client base this year in international development while moving deeper into adjacent verticals like public health and government servicesCustomer success is absolutely vital to our businessWe will not be successful unless our customers receive value from our virtual/hybrid learning and event experiences and we continue to be seen as a premium brand in our sectorThis role is responsible for overseeing the team delivering our platform enabled servicesIn order to do so, this person must be able to provide training, onboarding, and leadership to the team, while growing adoption, retention, and advocating for our partners.
Responsibilities
Drive customer success outcomes
Improve participant and partner delight with the techchange model and platform measured through increases in net promoter scores.
Increase renewal rates and reduce churn
Work with vp of business development to build a process and identify opportunities to cross-sell and up-sell
Influence future lifetime value through deeper product adoption, customer satisfaction and overall health scores
Manage customer success activities
Onboarding
Training
Integrated services (video production, event management, third party vendors, etc)
Customer support
Map customer touchpoints
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 and company
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
Reference and advocacy solutions
Customer success management platform
Inspire customer success across company
Create company-wide culture of customer success
Align with vp of business development around marketing to existing clients and cross-selling/upselling (with focus on retention)
Align with the cto and tech team around driving product roadmap
Align with coo and 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 and provide ongoing feedback to the techchange tech team based on your interactions with customers and industry knowledge
About you
Driven by project execution excellence and customer satisfaction
8+ years experience in leading customer-facing organizations
Experience with online events or online education products
Ideally combined background of post-sale and some sales experience
Strong empathy for customers and passion for revenue and growth
Deep understanding of value drivers in recurring revenue business models
Ability to manage influence through persuasion, negotiation, and consensus building
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
Background or some familiarity in global health (our largest portfolio) and government services (where we expect to grow).
Experience working in remote companiesTechchange staff is mostly located in washington dc, but many team members are remote.
What will set you apart
You`re a builderYou`ll be coming into a high growth company with an incredible team and strong brand already in placeYou`re a builder who can help set up additional processes and structure to keep pace with market demand.
You`re accountableYou`re accountable for the bottom line and for making hard decisions with limited resourcesOur partners often work on difficult issues with limited resources in impossible circumstances trying new technology solutions and they expect us to deliver on those promises every time.
You`re comfortable being uncomfortableWe`re looking for someone who wants to lead in a flexible startup environment where solutions aren`t obviousYou are someone who is able to chart a vision and a path with limited input.
You`re an educator at heartTechchange is a company focused on learningWe have a deep appreciation for practitioners and companies that believe in continuous learningYour ability to embrace that mentality and connect with these leaders is ultimately what will make you successful.
Benefits
3 weeks paid time off
9 company holidays
Remote work options
Parental leave
Medical, dental, vision plans
401k, with company matching (eligible after 6 months)
Professional development funding
