INACTIVE
Full-Time
Vice President
Posted on 7/19/2023
SaaS data protection platform
Data & Analytics
Senior, Expert
Englewood, NJ, USA
Required Skills
Sales
Communications
Salesforce
Requirements
- Manage Customer Success Activities- Customer Success Management, Renewals, Cross-sell / Up-sell
- Lead World-class Customer Success Team and recruit experienced leaders for each functional role
- Create effective operational processes, strategies, plans, and measurement systems that can deliver favorable outcomes for both our customers and the company
- Be a key partner and strategist with our product team to ensure our product strategy is delivering to the current and future needs of our customers
- Represent our clients and our Client Success team on the Leadership team and to the Executive team, including owning all KPIs, quotas, goals, objectives, and key results
- Own and manage strategic relationships with our customers adding key executive stakeholders over the course of time as needed
- Proactively engage customers around business performance, adoption of best practices and alignment on customers strategic objectives to drive positive outcomes
- Leverage data, metrics and insights to build and strengthen the overall Customer Success Playbook
- Innovate with internal stakeholders on developing new and effective business insights to enhance powerful storytelling to customers
- Drive new business growth through greater advocacy and customer reference-ability
- Define and Optimize Customer Lifecycle - Map customer journey, Develop listening points in the journey (e.g., usage, satisfaction, etc.), Define segmentation of customer base and varying strategies, Identify opportunities for continuous improvement
- Familiarity with Salesforce.com or other CRM platforms & their data structure
- Experience managing global teams, in different times zones and from diverse cultural backgrounds
- Proven ability to be a change agent by creating or adopting new customer programs that maximize customer satisfaction and drive the bottom line in a fast-growing, dynamic and global company
- Proven ability to prioritize projects and initiatives to align to corporate and divisional programs
- Proven ability to attract as well as nurture great talent in the Customer Success Team
- Experience identifying high potential talent and developing career paths
- Ability to develop and maintain productive relationships across organizations to ensure that business initiatives are achieved
- Take initiative, intellectually curious. Demonstrated desire for continuous learning and improvement
- Excellent written and verbal communication skills and the ability to persuade, influence, negotiate and make formal presentations in meetings and training environments
- A problem solver who loves to deliver excellent customer value
- Ability to manage influence through persuasion, negotiation, and consensus-building
- Strong empathy for customers AND passion for delivering positive outcomes, revenue, and growth
- Deep understanding of value drivers in recurring revenue business models
- Analytical and process-oriented mindset, highly experienced in building and delivering impactful presentations to enterprise executives
- Comfortable with travel (20% of the time when it is safe)
- 8+ years of experience in Customer Success Leadership at a SaaS company required
- MBA or equivalent experience required
- 3+ years of experience running Success programs for subscription-based SaaS businesses as well as a traditional maintenance renewal business with total revenues exceeding $250M ARR
- Operational experience defining and reporting essential financial and operational metrics
- Strong track record at building C-level relationships internally and externally (with clients)
- Experience working with clients from a wide range of organizational sizes and complexity, from small to Fortune 100, as part of a SaaS organization
- Driven, self-motivated, enthusiastic and with a "can do" attitude
Desired Qualifications
- Confident and dynamic working persona, which can bring fun to the team, and sense of humor, is a plus
- Consultative sales background or experience as a solutions engineer is a plus
Through capabilities like data security, backup and recovery, archiving, and sandbox seeding, OwnBackup empowers organizations worldwide to manage and protect the mission-critical data that drives their business.
Company Stage
Series E
Total Funding
$507.3M
Headquarters
Englewood Cliffs, New Jersey
Founded
2015
Growth & Insights
Headcount
6 month growth
↑ 128%1 year growth
↑ 128%2 year growth
↑ 128%Benefits
Medical, dental & vision coverage
Stock option grants
401(k) savings plan with an employer match of up to 4%
Unlimited PTO policy
New Jersey HQ - Free shuttle service to and from New York City, catered lunches and an in-office fitness center.
INACTIVE