Vice President of Customer Success

We maintain a 98% annual renewal rate, and when we attend national trade shows, our customers give us hugs – the ultimate compliment. CORE is growing, and we are looking for an experienced leader who shares in the vision of making phenomenal customer service a competitive advantage for our business. The Vice President of Customer Success is responsible for leading and managing the customer experience/service function. This position will work closely with leaders to improve CORE’s ability to exceed customer expectations at all levels. We are looking for an inspiring and authentic leader who knows how to grow, lead, and develop a high performing team. The position will report directly to the Founder/CEO.

Responsibilities:

• Empowering your team members and helping them grow within the team and the company.

• Serving as the voice of the customer internally, driving awareness of user pain points and partnering cross-functionally to develop comprehensive solutions.

• Exceeding customer service objectives and metrics for managing the client success department.

• Developing proactive plans to improve customer experience in all touchpoints.

• Developing, executing, and maintaining Client Success channels inclusive of email, chat, phone, text, and social.

• Influencing future lifetime value through higher product adoption, customer satisfaction, and overall customer health scores.

• Collaborating with Marketing to measure customer satisfaction and collect customer feedback for each area of the business.

• Collaborating with Sales to maximize upsell opportunities.

• Managing contract renewals.

• Driving continuous improvement and championing positive change to improve service levels, increase customer satisfaction, reduce resolution times, lower overall operating costs, and increase revenue growth.

• Scaling customer service training programs and new hire onboarding programs.

• Developing, owning, and executing an effective staffing plan for Client Success using data-driven forecasting techniques.

• Measuring the effectiveness of the customer service function by refining operational metrics for the team, developing reporting analytics and providing status updates to the leadership team.

• Identifying and implementing industry best practices, strategies and processes to support a best-in-class service experience.

• Maintaining an in-depth working knowledge of CORE systems, processes, and products.

• Serving as an escalation point for Client Success and critical customer issues; serve as a liaison to other internal departments and stakeholders.

• Recruiting, mentoring and developing Client Success team members.

Basic Requirements:

• Minimum of 10 years’ experience leading customer service teams, managing, and improving the customer experience.

• Minimum of 1 year experience with B2B SaaS.

• Ability to work nights and weekends to support the needs of the business, as needed.

• Thrive in a fast-paced, rapid growth environment, and the ability to act with a sense of urgency.

• Project management and experience implementing SaaS applications.

• Minimum of 4 years project management experience. PMP or similar certificates are a plus.

• Ideally combined background of post-sale and sales experience.

• Deep understanding of B2B customer support methodologies, having designed and implemented impactful customer service techniques in a growth business.

• Proven experience using customer relationship management tools such as Salesforce.

• Proven expertise in analyzing and reporting support operations metrics.

• While the organization is established, there is still a strong entrepreneurial/start-up mentality and operation style. Proven ability to multi-task with good interruption management strategies.

• Effective at collaborating with different teams to deliver solutions.

• Maintain professionalism/confidentiality in escalated situations with customers.

• Extensive experience interviewing candidates with a keen eye for talent and culture fit.

About CORE Higher Education Group

CORE provides SaaS applications to colleges and universities. Our software suite is comprised of four applications in the areas of 1) externship management, 2) student competency management, 3) soft-skills building/workforce readiness, and 4) digital portfolios. We have a GREAT team, we support each other, we appreciate each other, and have an upbeat company culture. Learn more at https://corehighered.com/
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Compensation:

Full time, competitive salary, performance bonus, health care (Tufts or Blue Cross), dental, vision, PTO, company-paid life insurance, and 401K plan with company match.

Key Words:

Customer service, client success, customer experience, management, technology, software, higher education, SaaS, Providence RI, West Warwick, Rhode Island

Core Higher Education Group is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
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Job Type: Full-time

Experience:

• relevant: 10 years (Required)

Additional Compensation:

• Bonuses

Work Location:

• One location

Benefits:

• Health insurance
• Dental insurance
• Vision insurance
• Retirement plan
• Paid time off