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VP of Customer Success

Company: Software Related, New York, NY
Location: New York
Posted on: May 17, 2018

Job Description:

As our VP of Customer Success, you will represent the "voice of the customer" while leading the teams responsible for driving long-lasting client partnerships through exceptional customer experiences and insights. Some of the things that may keep you up at night include: finding better ways to optimize the entire customer lifecycle, minimizing churn, and identifying up-sell opportunities. Aside from embodying our fierce mission to eliminate fraudulent traffic from internet advertising, you will also have a healthy obsession with delighting customers. Through direct customer interactions, you'll help us create an on-going feedback loop to inform and prioritize company products, needs, and strategies. Responsibilities: Lead account management, business intelligence and technical sales support team in providing excellent customer service and insights to Company customers. Continuously optimize service cycles to hone pilot conversions, renewals and identify up-sell opportunities. Work with cross departmental teams to contribute to strategic sales planning, identify product priorities, engineering support needs and research efforts. Assume leadership accountability in resolving potential disputes or concerns, internal and external as it relates to client services. Identify complex issues (conflicting data, client objections, industry trends, etc) and offer solutions to both internal and external stakeholders. Become a Company product and service expert in order to reinforce and educate clients on Company methodology, measurement capabilities and services. Travel as necessary for client meetings (up to 20%.) Requirements: 10+ years in client services, preferably with SaaS based offering and within the ad tech space. Ability to analyze and translate data-based findings into clear, relevant and actionable insights. Excellent listening, verbal, written skills. Proficient and comfortable giving client facing presentations. Experience working with sales/post-sales teams

Keywords: Software Related, New York, NY, New York, VP of Customer Success, Executive, New York, New York

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