Telular

VP, Customer Experience-SkyBitz Petroleum Logistics

US-SC-Fort Mill
3 weeks ago
ID
2017-1284
# of Openings
1
Category
Management

Overview

SkyBitz Petroleum Logistics is looking for an experienced VP of Customer Experience.  This person will own the vision, strategy and execution for driving total customer satisfaction and a best in class customer experience. Work closely with Sales, Engineering, Marketing and Product Management teams to ensure customer success from initial customer set-up through contract renewals and upgrades resulting in improved retention rates and increased revenue.  This position is located in Fort Mill, SC.  

Responsibilities

  • Direct day-to-day operations of the Customer Experience organization. Develop, train and inspire Customer Experience functions including administrative support, service delivery and onboarding, technical support and customer success.
  • Responsible for building a customer-centered culture focused on meeting and exceeding customer expectations.
  • Manage Customer Success function and develop cross-functional plan that increases customer loyalty and commitment.
  • Lead and organize a professional team that is charged with on-boarding and training SkyBitz customers following the initial sale.
  • Represent SkyBitz’ operational expertise, and develop and manage relationships with the appropriate customer representatives.
  • Support the Company's Sales organization with their business development needs, including pricing, proposal generation, and prospect meeting
  • Oversee and drive complex project teams during the customer onboarding process, inclusive of product installations, software setup, system integrations and training.
  • Work with the internal teams, customers and partners to develop repeatable, streamlined processes and solutions using the SkyBitz offerings to accomplish the customer base asset management objectives
  • Establish process for strategic account planning for existing customers covering the entire customer lifecycle. Establish relationship-level success metrics and create process for monitoring progress (Renewal, retention, customer satisfaction, etc.).
  • Develop system for the team to proactively monitor customer status and overall customer health and upsell potential. Implement methods to stay ahead of customer issues by understanding customer product usage and identifying product support needs.
  • Accountable for customer renewal, retention and expansion. Follow methodology for ensuring customers are deriving maximum value from our products and collaborate with sales to ensure account growth.
  • Cultivate and maintain excellent customer relationships. Interface regularly with customer to understand market needs and potential opportunities for proactive support.
  • Develop, train and inspire Customer Experience team including administrative support, service delivery and onboarding, technical support and customer success managers. Responsible for building a customer-centered culture focused on meeting and exceeding customer expectations.
  • Develop and implement processes that enable SkyBitz to plan, track, monitor, and measure the status and effectiveness of the team.
  • Remain up-to-date on product and marketing initiatives to ensure customer messaging is always current and accurate.
  • Engage with product development and product management teams as customer advocate in product roadmap discussions.
  • Establish methods for obtaining consistent and formal customer feedback. Establish action plan based on results.
  • Establish a customer retention process that contributes to improved churn metrics for the business

Qualifications

  • Bachelor’s degree or equivalent experience in Business, Marketing or other related field
  • 5-10 years relevant leadership experience in a Customer Success, Service, Engagement and/or Relationship/Account Manager role within a technology-driven environment, SaaS or recurring revenue business model experience a plus
  • Passionate about customer advocacy with the ability to enthusiastically motivate and inspire customer experience team members
  • Excellent communication and rapport building skills with ability to convey information across all levels of an organization
  • Technical fluency and enthusiastic about technology and how it can be leveraged to make customers more financially profitable and operationally efficient.
  • Ability to be successful in an emerging function with competence in defining and establishing process and solutions
  • Data driven with ability to transform analytics into action that results in positive impact to our customers
  • High Proficiency with Salesforce.com or other CRM software, Microsoft Office, Excel, Word, Access and Outlook
  • Travel as required for customer meetings

What Telular Corporation offers

  • A culture that promotes empowerment and responsibility
  • A challenging and rewarding career
  • Annual bonus program recognizing individual performance
  • Excellent benefits

 Apply on Line: www.telular.com/#Careers   

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