Note: The job is a remote job and is open to candidates in USA. Hyland is seeking an AVP, Customer Success to lead the operationalization of the customer journey and drive customer value, retention, expansion, and operational excellence. The role oversees customer success strategy, metrics, budgets, performance management, team development, cross-functional collaboration, and process improvement.
Responsibilities
- Operationalize the customer journey including defining and overseeing the life cycle process and touch points and develop a strategy that delivers a differentiated customer experience ensuring alignment with strategic priorities
- Drive alignment for customer renewals and expansion by partnering and developing relationships with sales and renewals to achieve growth goals and ensure effective adoption
- Identify and document customer's business objectives in order to build a framework to facilitate adoption of the customer's solution and to achieve expected ROI
- Define and own key metrics for the team and support core metrics for the company
- Drive value for the customer by operating as the voice of the customer and provide internal feedback on how the Company can better serve customers
- Establish and assure leadership adherence to budgets schedules work plans and performance requirements
- Collaborate with senior management and executives to define and ensure success of department strategy
- Provide managerial direction and oversee all aspects of performance management for direct reports. Measure and hold direct reports accountable for meeting defined performance standards; provide feedback to employees; ensure management team is defining and holding teams accountable for all aspects of performance management of direct reports
- Oversee and hold management accountable for all Human Resources-related managerial functions and responsibilities associated with hiring compensation management employment relations and termination of employees
- Oversee and ensure the development of team members; provides coaching to employees through their personal growth in: functional expertise communication skills and ability to effectively interact with clients and peers. Identify and develop future leaders
- Provide strategic influence to internal peers and industry groups
- Serve as an escalation point for complex issues; provide guidance and resources to assist with resolution of issues and removing obstacles for team
- Work with the leadership to plan and set the strategic vision organizational structure operating policies and procedures and management practices to ensure department delivers operational excellence
- Evaluate the process and procedures used by team; Identify opportunities for process improvement and greater efficiency and serve as an advocate for change. Work collaboratively across departments with leaders
Skills
- Bachelor's degree or equivalent experience
- 8+ years of experience in sales role or customer-facing role
- Minimum 6 years experience in prior management experience
- Demonstrated fiscal responsibility/accountability in managing budgets
- Superb problem solving critical thinking and analytical skills
- Superb collaboration skills applied successfully within a team as well as other areas
- Superb attention to detail
- Superb interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those outside of department
- Superb leadership sound judgement and business acumen skills
- Superb oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact
- Superb organizational multi-tasking and time management skills
- Superb facilitation and project management skills
- Superb customer service orientation
- Self-motivated with follow through and attention to detail
- Superb ability to handle sensitive information with discretion and tact
- Superb ability to establish rapport and gain the trust of others; effective at gaining consensus
- Able to thrive in a fast paced deadline driven environment
- Ability to coach mentor and provide feedback to team members in a timely manne
- Superb ability to develop use and deliver engaging informative and compelling presentation methodologies
- Ability to provide guidance and support to developing team members
- Sharp fast learner with technology curiosity and aptitude
- Proficiency with Microsoft Outlook or equivalent email and calendar software
- Superb business and technology acumen
- Superb company software technology knowledge
- Superb knowledge in selling or delivering IT Products/Services
- Up to 15% travel time required
Company Overview