160 applicants

Company

Riverbed Technology · 2 days ago

VP, Customer Success

California, United States

Full-time

Remote

Director/Executive

10+ years exp

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Business Process Automation (BPA)Cloud Computing

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Responsibilities

Define and implement a comprehensive customer engagement strategy that aligns with the organization’s objectives and overall business goals.

Partner with Chief Revenue Officer to ensure customer success strategy supports business growth and customer satisfaction goals.

Implement opportunities to strengthen post sales processes and operations.

Create and roll-out customer initiatives to evolve customer experience and operational efficiencies for our portfolio.

Partner with product, sales, SE, and marketing teams to ensure alignment and continuous improvement in meeting customer needs.

Provide feedback to product teams to guide roadmap prioritization based on customer insights.

Define and optimize the entire customer journey from onboarding, training, and support to constantly improve customer experience.

Drive customer retention by ensuring stakeholder satisfaction and intimacy.

Identify opportunities for upselling and cross-selling to existing customers, working closely with the sales and SE teams to maximize revenue potential.

Identify opportunities for customer advocacy and expansion.

Serve as the voice of the customer, advocating for their needs and priorities, understanding their pain points.

Establish new and deepen relationships with key customers, acting as a trusted advisor to ensure long-term relationships.

Analyze customer feedback and data to identify trends, challenges, and opportunities for improvement.

Leverage data and analytics to track customer health, identify risks, and implement proactive engagement strategies.

Design KPIs and metrics to track team performance, customer health, and satisfaction across all customer segments.

Drive continuous improvement and innovation by implementing best practices, automation, and strategic tools.

Demonstrate ROI of customer success initiatives and provide recommendations for future initiatives and investments.

Recruit top talent to strengthen the SE team and ensure it stays at the forefront of rapidly evolving technologies in Observability, AIOps, DEM, and Application Acceleration.

Qualification

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Customer Success LeadershipCloud/SaaS ExperienceCustomer Engagement StrategyCustomer Retention StrategiesCustomer Success PlatformsAccount ManagementMetricsRelationship ManagementCross-functional Collaboration

Required

Experienced in leading and scaling large high performance customer success teams strategies that reduce time to value, increase customer retention, and maximize customer satisfaction.

10+ years in Customer Success, Account Management, or related field, preferably in one or more of the following disciplines: Cloud/SaaS, Subscription Model, Network Performance Management, Application Performance Management, End User Experience Monitoring, and/or Mobile Device Monitoring.

Proven success in a Saas environment, managing customer success programs at scale.

Demonstrated success in improving customer retention and driving revenue through customer expansion.

Proficiency in utilizing customer success platforms/tools, metrics and analytics to inform strategies, track success, and optimize performance.

Successfully implemented processes and talent planning to streamline customer success operations, reduce costs, and improve team productivity.

Strong advocacy for customers with a proven ability to empathize, actively listen, and implement solutions that meet their needs.

Ability to communicate effectively across all levels of the organization, from frontline em to executive stakeholders.

Educational Background: Bachelor’s degree required.