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OEC · 23 hours ago

VP, Enterprise Customer Success - Remote within the United States

United States

Full-time

Remote

Director/Executive

15+ years exp

OEC is a company that provides software solutions for the automotive parts and repair industry. They are seeking a VP of Enterprise Customer Success to lead the Customer Success Enterprise teams, drive strategic vision, and ensure operational effectiveness while fostering talent and improving customer satisfaction.

ComputerE-CommerceSoftware

Responsibilities

Leads and provides strategic guidance to the Customer Success leaders and staff, including identifying goals and objectives, establishing individual and team priorities, monitoring and evaluating performance, and ensuring timely completion of deliverables. Motivates and empowers department leaders to manage staff performance and the execution of team operations. Provide ad-hoc coaching and formal performance assessments

Identifies gaps in team skills and knowledge and provides the resources and tools to allow staff to be effective in their roles. Encourages leadership development and growth and ensures professional development plans are in place for high-potential employees

Oversees employee engagement, recognition, promotion and retention strategies, focused on making sure the organization has the right talent to drive customer success strategy and initiatives forward

Ensures Quarterly Business Reviews with customers deliver meaningful information on how customers are performing relative to initial investment criteria, while discussing strategic initiatives which can accelerate value for customers

Defines and monitors key performance metrics for Enterprise Customer Success, including customer satisfaction, net promoter score, retention rates, and expansion revenue

Maintains detailed knowledge of the business segment’s market conditions, competitive landscape, and OEC’s rally cry and defining objectives; proactively strategizes and plans, rather than reacting to changed conditions

Leads the development of strategies to identify and address churn risks, ensuring high customer retention and expansion rates

Provides regular communications with Product leaders on key action items, team updates, and issues that arise. Identifies and shares opportunities for improvement, and customer risks during conversations

Forms strong business alliances through networking and collaborating internally and externally across stakeholders; utilizes professional relationships and influence to drive continuous improvements and ensure cross functional teams are aligned on priorities, timelines, and expectations

Recruits, hires and onboards new department leaders and staff. Ensures newly hired employees are positioned for success

Leads development of the department budget(s). Identifies, manages, and allocates company resources (budget and staffing) to ensure business goals can be accomplished, while ensuring fiscal responsibility

Qualification

Customer success strategyPerformance metricsTeam leadershipBudget managementStakeholder collaborationBusiness acumenCommunication skillsProblem-solving skillsPresentation skills

Required

A bachelor's degree from an accredited college or university is required, with a focus in Business or related discipline

In the absence of a degree, equivalent work experience directly related to the key responsibilities of the role will be considered as a substitute for the degree

At least 15 years of experience in customer success or account management, with a proven track record of developing and executing strategies that drive customer satisfaction, retention and expansion

At least 7 years of management experience leading a team of direct reports

Approachable leadership style, with the ability to lead diverse teams and create an engaging and positive culture that motivates and empowers others to do great work

Executive presence can develop and foster strategic alliances and collaborative working relationships across all levels of internal and external stakeholders

Exceptional communication skills and can tailor messaging to a specific audience or call to action

Engaging presentation skills and can speak to and interact with various audiences in an easy-to-understand and professional manner

Strong business acumen to proactively strategize and plan, with the ability to envision and communicate a big-picture view in a way that resonates with others

Excellent judgement and problem-solving skills including negotiation and conflict resolution

Ability to effectively manage and allocate resources in alignment with overall budget and business goals

Occasional travel for this position is expected and anticipated to be up to 25% of work time