Vice President of Customer Success

Company: CORE Higher Education Group
Location: West Warwick
Posted on: May 3, 2022

Job Description:

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

Responsibilities:
Empower your team members and help them grow within the team and the company.
Serve as the voice of the customer internally, driving awareness of user pain points and partnering cross-functionally to develop comprehensive solutions.
Exceeding customer success objectives and metrics for managing the client success department.
Developing proactive plans to improve customer experience in all touchpoints.
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 revenue growth.
Scaling customer service training programs and new hire onboarding programs.
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 and stakeholders.

Basic Requirements:
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 growth business.
Proven experience using customer relationship management tools such as Salesforce.
Proven expertise in analyzing and reporting support operations metrics.
Effective at collaborating with different teams to deliver solutions.
Maintain professionalism/confidentiality in escalated situations with customers.
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
Annual bonus
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 https://corehighered.com/

Key Words:
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