Note: The job is a remote job and is open to candidates in USA. Reltio is an SAP Company providing a cloud-native Context Intelligence Platform that unifies, governs, and connects enterprise data for operational systems, analytics, and AI. The Vice President of Customer Success will lead a global Customer Success organization, drive customer adoption and measurable business outcomes, and own retention, expansion, advocacy, and the executive customer relationship.
Responsibilities
- Lead a world-class Customer Success organization capable of supporting Reltio’s growth ambitions which include increased renewal rates and reduced churn
- Accelerate the expansion of our footprint within accounts through cross-sell and upsell
- Improve overall lifetime value through higher product adoption, customer satisfaction and overall health scores
- Accelerate new business growth through greater advocacy and customer reference-ability
- Define and operationalize a value realization framework tied to measurable customer outcomes
- Ensure customers successfully adopt Reltio as a system of record as the foundation for AI driven functions across enterprise data ecosystems
- Define the right structure and account alignment to enable CSMs to be subject matter expertise in support of customers’ business outcomes
- Define and operationalize a value realization framework tied to measurable customer outcomes
- Successfully hire and scale a world-class, global team
- Create a robust process for onboarding and ramping new team members
- Build a culture of continuous learning and development both around best practices as well as build business knowledge to help drive value for customers
- Align the company on a shared view of an ideal customer, including driving a segmentation of our customer base on key dimensions (e.g., business outcomes, industry, scale)
- Map customer journey from pre-sales to implementation to go live and value realizations
- Identify critical listening points across the journey and key metrics to measure impact
- Develop clear, repeatable playbooks to drive impact at each step in the journey
- Implement systems and processes to drive continuous improvement at each step of the journey
- Create right processes and metrics to ensure CSMs are driving right account-level activities
- Participate in an executive council of key customers and prospects to help shape and guide product and service improvements
- Define and drive strategy around Customer Councils focused on specific industry or use case topics to drive engagement and thought leadership
- Work with Marketing to create and deliver high-engagement customer conference (virtual, in-person, hybrid) to foster engagement within the customer base and drive thought leadership with prospects
- Other duties and responsibilities as assigned
Skills
- Relevant Bachelor's degree; preference for computer science or related degrees
- A proven track record with 15+ years of experience in highly regulated environments including Life Sciences, Healthcare and Financial Services
- Experience with Software-as-a-Service (SaaS)/Platform-as-a-Service (PaaS) and Infrastructure-as-as-Service (IaaS)
- Ability to manage influence through persuasion, negotiation, and consensus-building
- Strong empathy for customers AND passion for revenue and growth
- Deep understanding of value drivers in recurring revenue business models
- Analytical and process-oriented mindset
- Demonstrated desire for continuous learning and improvement
- An enthusiastic and creative leader with the ability to inspire others
- Excellent communication and presentation skills
- Be sure to include any MDM, Cloud, Enterprise, SaaS experience
- Ideally combined background of post-sale and sales experience
Benefits
- Flexible work arrangements
Company Overview
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