Vice President, Client Success

Zones   •  

Auburn, WA

Industry: Professional, Scientific & Technical Services

  •  

Not Specified years

Posted 71 days ago

This job is no longer available.

Position Overview

The Vice President of Client Success will lead a positive experience for our clients as demonstrated by professional, timely and organized delivery of account support services. Zones’ account base is diverse, with clients ranging from mid-market companies to Fortune 500 enterprises. The ideal candidate will be a passionate advocate for Zones clients and a role model for the Client Success organization, ensuring team members’ understanding on what it means to be intensely client-focused. This individual understands the complexities of organizational change and is comfortable in leading teams through new processes. This role will make sure that Zones clients are happy, engaged, and receiving maximum operational support each day. As a leader of one of Zones most client-facing organizations, this individual possesses intellectual curiosity, creativity, strong problem-solving skills, excellent communication skills, and an ability to influence business and technical leaders across multiple stakeholder groups.

Key Responsibilities

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Vice President, Client Success is primarily responsible for:

1. Maintain the Voice of the Client

a. Act as the primary point of contact for customer escalations

b. Be the champion for client success and experience across the company while balancing the realities of Zones’ business needs

c. Create a single view of the client accessible by other key Zones systems and teams

d. Own and run Zones client advisory boards

e. Build and enhance relationships with client VIPs

2. Process Optimization/Continuous Improvement

a. Staff and manage a world-class team to drive optimization of key client-facing processes

b. Work closely with other key cross-functional stakeholders to drive required changes to improve client experience

c. Build organization to enable scalable growth

3. Performance Management

a. Measure the success of each client-facing process both in absolute terms and versus competitors and determine goals for improvement

b. Ensure support consistency across all accounts

c. Build a high performing Operations Management function team who can act as trusted advisors and deliver value to clients

d. Define and implement means to measure performance against SLAs

e. Measure the success of each client-facing process both in absolute terms and versus competitors and determine goals for improvement

f. Formulate plans to communicate, train stakeholders, and implement approved changes for the best return on investment

We are seeking candidates with the following experience and skills

EDUCATION/CERTIFICATION:

· Bachelor's degree or higher

REQUIRED EXPERIENCE:

· Proven track record of defining and optimizing processes

· Leadership skills: must have experience leading multiple projects and teams

· Problem solving skills: must be able to identify risks and develop actionable mitigation plans

· Analytical skills: must be highly analytical with experience in using objective data to drive strategic recommendations

· Communications skills: must be able to concisely explain complex issues, communicate well in writing and verbally, and be able to build strong working relationships across all levels of the organization, including remote areas

· Intellectual curiosity: must possess a desire to understand why/how things work vs. simply completing the task at hand

· Entrepreneurial spirit and mind-set, a focus on possibilities and not obstacles

· Possesses strong Microsoft Office skills including Excel, Word, Outlook and PowerPoint