Vice President of Customer Success
Company: CORE Higher Education Group
Location: West Warwick
Posted on: May 3, 2022
CORE is growing, and we are looking for an experienced leader
who shares the vision of making phenomenal customer service a
competitive advantage for our business. The Vice President of
Customer Success is responsible for leading and managing the
customer experience/service function. This position will work
closely with leaders to improve CORE's ability to exceed customer
expectations at all levels. We are looking for an inspiring and
authentic leader who knows how to grow, lead, and develop a
high-performing team. The position will report directly to the CEO.
This position is based in West Warwick, RI.
Our Story : https://vimeo.com/600436185
Our Website : https://www.corehighered.com/
Our Culture : https://www.corehighered.com/pdf/CORE_Culture.pdf
Empower your team members and help them grow within the team and
Serve as the voice of the customer internally, driving awareness of
user pain points and partnering cross-functionally to develop
Exceeding customer success objectives and metrics for managing the
client success department.
Developing proactive plans to improve customer experience in all
Developing, executing, and maintaining Client Success channels
inclusive of email, chat, phone, text, and social.
Overseeing the implementation process for new customers
Overseeing our product training platforms and content
Influencing future lifetime value through higher product adoption,
customer satisfaction, and overall customer health scores.
Collaborating with Marketing to measure customer satisfaction and
collect customer feedback for each area of the business.
Collaborating with Sales to maximize upsell opportunities.
Driving continuous improvement and championing positive change to
improve service levels, increase customer satisfaction, reduce
resolution times, lower overall operating costs, and increase
Scaling customer service training programs and new hire onboarding
Developing, owning, and executing an effective staffing plan for
Client Success using data-driven forecasting techniques.
Measuring the effectiveness of the customer service function by
refining operational metrics for the team, developing reporting
analytics, and providing status updates to the leadership team.
Identifying and implementing industry best practices, strategies,
and processes to support a best-in-class service experience.
Maintaining an in-depth working knowledge of CORE systems,
processes, and products.
Serving as an escalation point for Client Success and critical
customer issues; serving as a liaison to other internal departments
Minimum of 10 years of experience leading customer service teams,
managing, and improving the customer experience.
Minimum of 3 years of experience with B2B SaaS.
Thrive in a fast-paced, rapid growth environment, and the ability
to act with a sense of urgency.
Experience with implementing SaaS applications.
Minimum of 4 years project management experience.
Ideally combined background of post-sale and sales experience.
Deep understanding of B2B customer support methodologies, having
designed and implemented impactful customer service techniques in a
Proven experience using customer relationship management tools such
Proven expertise in analyzing and reporting support operations
Effective at collaborating with different teams to deliver
Maintain professionalism/confidentiality in escalated situations
Ability to work nights and weekends to support the needs of the
business, as needed.
Extensive experience interviewing candidates with a keen eye for
talent and culture fit.
Compensation & Benefits
Competitive salary commensurate with experience
Company equity opportunity
Competitive PTO package
11 paid holidays
Medical, dental, vision
Summer Fridays (every other Friday off)
401K with a 5% company match
$100,000 in life insurance (company paid)
About CORE Higher Education Group
CORE Higher Education Group is an education technology company
providing colleges a suite of software applications to support the
student journey... from recruiting... to clinical education... to
workplace readiness. Founded in 2006, CORE's software applications
have grown to support the recruiting, experiential education,
competency assessment, workforce readiness, and digital portfolio
needs of more than 400 programs at over 200 colleges and
universities throughout North America. Learn more at
Customer service, client success, customer experience, management,
technology, software, higher education, SaaS, Providence RI, West
Warwick, Rhode Island
Core Higher Education Group is an Equal Opportunity/Affirmative
Action employer. All qualified applicants will receive
consideration for employment without regard to race, color,
religion, sex, sexual orientation, gender identity, national
origin, disability, or protected veteran status.
Keywords: CORE Higher Education Group, Warwick , Vice President of Customer Success, Executive , West Warwick, Rhode Island
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