$100K — $150K *
at Aptos (View all jobs)
Canada - Montreal, Quebec
A quick snapshot….
The retail market landscape is evolving, and Aptos’ customers have come to expect a 24/7, global, multi-lingual, multi-skilled customer contact centre and support organization, which has the capability to anticipate how customers need us to help them resolve their problems, and respond quickly, proactively and efficiently to issues that may arise.
Our customer experience organization is in a cycle of transformation to cater more fully to customers’ adapting needs – though global expansion of the operation, the deepening of relationships with key strategic partners to enable an improved customer experience and the evolution of technology that underpins the operation to drive a more efficient cost base whilst delivering an improved customer experience.
The VP Global Customer Engagement/Success role will play a key role in this transformation, leading the development of our customer engagement model globally. Harmonizing and transforming our current customer success models around the world, growing their scale and effectiveness, and driving success through proactive engagement with senior customer stakeholders are all key objectives of this role.
This position will lead the global customer success teams, with team members in North America and Europe, and will also be responsible for several other related customer experience functions. The role will additionally build relationships with senior stakeholders in customer organizations, particularly in NA. The role will also act as a ‘site lead’ for the Montreal customer experience team, mentoring, coaching and supporting customer escalations with senior customer stakeholders in NA as required.
Ultimately, the VP Global Customer Engagement/Success will be responsible for creating a dynamic relationship between Aptos, our customers, our employees and our partners. Reporting into the Global VP Operations for Customer Experience, you will play a critical role in helping Aptos scale its growth.
Why it’s a big deal…
The VP Global Customer Engagement/Success is an opportunity to create a completely new customer success model from the ground up, building on our existing models around the world, and doing so in the context of working with some of the top retailers as customers.
More of what you’ll be doing..
More of what we’re looking for…
Passion. We know it when we see it. Passion is not saying how much you love what you do in your most excited voice. Passion is revealed in your truest self. It’s about what you’ve accomplished; how you want to grow; the ideas you have; your philosophies. It’s demonstrating through your words and your actions that you truly believe in what you do -- and where you work. That it matters to you. And that’s pretty cool.
Resourcefulness and application. At Aptos, we have a pioneering spirit -- when we have questions, we find answers; when we’re faced with challenges, we find solutions. We turn to a variety of resources, including our own colleagues, our professional network, the Internet, articles and books -- whatever helps us get the job done. But it’s not just about using a variety of resources to gain knowledge -- it’s also about applying that knowledge to other areas of the job or business where it might make sense.
Initiative. You don’t wait around for things to happen or for your manager to tell you what to do. You’re not only proactive about completing your own work, but when you sense the need to introduce a project that will benefit the team or the organization -- even if it’s outside your scope of work -- you put a proposal together, talk to the team about it, and own it. And that also goes back to having a pioneering spirit.
Did we pique your interest?
If this sounds like the kind of job you would love in the kind of environment you would thrive in, please drop us a line -- we’d love to hear from you!
Valid through: 12/14/2020