Aspire Software is looking to hire a
Chief Operating Officer (COO) for one of our Software Business Units!
This position provides critical operational and commercial leadership to a company within a growing software vertical. You will be responsible for developing and implementing the business's strategic plan spanning sales & marketing, customer support, and professional services.
The COO must identify, define, and execute the strategies required to achieve the growth plans and operating objectives with a focus on improving operational excellence. This person should bring an
AI-forward mindset to executing our growth plans.
Group Responsibilities: - Develop and implement an AI strategy for non-R&D departments
- Own the long-range, annual and quarterly financial and non-financial goals
- Develop and communicate a clear vision of goals and objectives, strategies, philosophies about growth, revenue generation and profitability, customer care agenda.
- Be hands-on in day-to-day operations including sales performance, sales opportunity management, forecasting, services resourcing, customer support, and customer project delivery
Sales & Marketing - Drive revenue growth, working with the sales team to identify new opportunities and execute growth strategies including cross/upsell and entering adjacent markets
- Develop and implement best in class sales operations and sales infrastructure to enable effective scale and ensure process discipline
- Develop and maintain competitive intelligence programs, generating industry trend reports to inform new feature and product development
- Improve use of a CRM and other internal tools to increase forecasting capability, implement targets, and provide actionable insights to executive team and board of directors
- Create and implement KPIs for sales team to measure performance and productivity (ex: CAC / LTV); develop performance dashboards and establish reporting process (measure NRR and MRR trends)
- Work with sales leaders in establishing quotas, budgets, compensation plans and pricing optimization
- Management of key relationships with large accounts is mandatory
- Attend trade shows and panels
Customer Care/Customer Success: - Execute an effective, long-term customer success program for clients
- Implement and maintain client support initiatives
- Facilitate both in-house and client training sessions
- Monitor and document Customer Success metrics, including program usage, satisfaction levels, ticket throughput, and resolution
- Coordinate the administration of annual customer satisfaction surveys (NPS) and other communication tools
Professional services: - Ensure we are delivering profitable projects by monitoring billable utilizations, staff OPEX and contribution margin
- Establish strategies to increase NRR
- Track results on a monthly basis with the Head of Professional Services
About you:- Bachelor's degree or equivalent, preferably in a technical or business discipline, MBA, or advanced degree
- 5+ years of direct cross-functional team management experience and P&L management within the SaaS Vertical Market, preferably in Travel & Leisure
- Experienced with AI Automation efficiencies in Sales/Marketing/Support/Professional Services
- Hardware sourcing and integrated payment processing experience a plus
- A natural ability to lead performance and financial health in a business
- Bring a proven entrepreneurial spirit and pace-setter traits
- Broad financial acumen across the organization (e.g., understanding financial documents, business intelligence, FP&A processes, etc.) is mandatory
- History of developing and implementing successful strategies for net new customer acquisition and market penetration
- Ability to structure, analyze, and solve complex business problems, as well as deliver impact against concrete business goals
- Excellent Leadership, communication, and organizational skills
- A 'roll up the sleeves' attitude towards problem-solving is essential
- Goal-oriented with comfort in setting measurable goals for others and him/herself
- 30% travel required for internal and customer meetings
- At least a professional level of English, both written and verbal, is mandatory.
- Must be legally authorized to work/travel in Canada
- Competitive salary and bonus structure based on performance.
- Health insurance, 401(k) with company match, and paid time off.
- Opportunities for professional development and career advancement.
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