Why this role?Cohere seeks an experienced and passionate
VP of Services, Customer Success & Support to lead our Customer Success and Support teams. In this role, you will be responsible for leading and developing a talented post-sales Customer Success and Support team, who are the primary owners of business and technical relationships with our customers.
The ideal candidate will have a background leading post-sales teams in the ML/AI/Data Engineering industry.In this role you will:- Drive product adoption and customer experience for our largest customers.
- Define the customer lifecycle including roles and responsibilities, handoffs, and workflow & influence the product roadmap.
- Lead customer-facing teams, including coaching sub-function leaders (Customer Success, Services, Technical Support) to ensure that all teams are aligned and focused on delivering an exceptional customer experience.
- Measure and analyze customer data to identify trends and areas for improvement, including analyzing customer feedback, support metrics, and other customer-related data to develop insights that can be used to improve the customer experience, troubleshoot issues and showcase Cohere's value proposition.
- Enhance the customer journey, identifying the key touch points across interactions with customers and developing strategies to optimize each step of the journey.
- Champion the customer within the organization, advocating for the customer in all decision-making processes at the executive level to ensure that customer needs are taken into account when making strategic decisions.
- Collaborate and partner with other internal teams (pre-sales, Product Management, Machine Learning Engineerings) to ensure that the voice of the customer is represented in strategic decisions.
You may be a good fit, if you have:- 10+ years of leadership experience developing top-performing teams in Customer Success, Technical Support and Services.
- Work experience in the AI, ML, Data Engineering, Cloud, SaaS or Tech Infra industry.
- Proven experiences being highly focussed on customer needs, you're an amazing relationship builder and you can proactively spot opportunities to engage customers and build loyalty.
- An exceptional collaborative mindset and know how to engage and communicate with leadership and technical & non-technical stakeholders.
- Strong experience building strategy, a willingness to execute and build from the ground up & are always willing to dig deeper and jump in when it comes to our customers.
Full-Time Employees at Cohere enjoy these Perks:- A weekly lunch stipend of $75/£75 or equivalent in your local currency for lunch.
- Full health and dental benefits, including a separate budget for mental health.
- RRSP matching, 401K, Pension Scheme.
- 100% Parental Leave top-up for up to 6 months, for either parent.
- Annual enrichment benefits:
Arts & culture, fitness/wellness, quality time, and a workspace improvement credit.
Education & learning stipend for conferences, courses, and coaching.
- 6 weeks of paid vacation (30 working days!)
- Budget for traveling to other offices if you are remote, plus an annual company offsite.
How and Where We Work:- Cohere is remote-friendly, but we also have offices in Toronto, London, New York City, San Francisco, Montreal, Paris, Berlin and Seoul with more opening soon.
- For those in the office: a daily lunch program, plenty of snacks, and regular community and social events.
- For those not near an office: a co-working benefit so you can work alongside others in your city.
- Everyone receives a $500 home office stipend to set up your workspace properly.
If any of the above doesn't line up exactly with your experience, we still encourage you to apply.
