Nextech Systems

VP, Client Success

Nextech Systems

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Lead

About the role

  • Lead, expand, and mentor the Client Success teams by setting the strategy and prioritizing key metrics in alignment with broader company vision and strategy
  • Hire, train, and develop a world-class team
  • Drive customer lifetime value by defining the customer journey; deploying programs to help drive business value with customers, customer goal achievement, and new features; collaborating across teams to identify and pursue customer growth opportunities
  • Represent the voice of the customer and influence internal stakeholders by promoting a customer-centric mindset across the organization
  • Architect the customer success organization and solutions to leverage and scale in support of our company strategy
  • Partner with our sales teams to ensure all leads are effectively handled and followed up on.
  • Know and understand your department data and provide monthly executive level reports
  • Learn and understand our product roadmap and assist in communicating the value of new releases to customers
  • Continue to maintain client renewal rate at or above company required goals. Address exit strategies as needed and ensure SalesForce is updated by team as needed.
  • Attend Trade Shows to represent the company and strengthen relationships with existing client base
  • Partner with company leadership to achieve our goal to improve our Net Promotor Score and account reference ability
  • Collaborate with Product and Technology teams to understand the product roadmap and ensure customers clearly understand the value of new releases and enhancements
  • Establish scalable programs, playbooks, and operating rhythms that enable consistent execution across all Client Success teams
  • Review, analyze, and clearly communicate department performance through regular executive-level reporting
  • Identify at-risk clients and orchestrates Improvement Plans as necessary by collaborating with the appropriate internal constituents
  • Carry out additional responsibilities as assigned based on business needs

Requirements

  • 10+ years of client success / account management experience
  • 8 + years of progressive experience in a Customer Success and/or Professional Services leadership role
  • Experience managing teams, including leading other people leaders
  • A strong strategic vision for the customer experience, professional services, and customer support
  • Exceptional written and verbal communication skills
  • Demonstrated ability to problem solve; strong judgment and interpersonal skills.
  • The skills to be a data-driven decision maker, with a willingness to experiment and iterate
  • A strong customer advocate with the ability and willingness to engage directly with customers
  • Ability to work effectively with all levels of the organization
  • Strong understanding of broader business initiatives and strategy and ability to incorporate this understanding into client interaction/outcomes
  • Ability to travel throughout the year, including occasionally on weekends
Benefits
  • Generous annual bonus opportunity
  • 401(k) with Employer Match
  • Flexible Time Off: take time off when you need it without worrying about available hours
  • 11 paid holidays
  • Your Day Your Way - Celebrate a day of cultural or social significance to you
  • Insurance: Choice of Medical, Dental, and Vision plans
  • Health Savings Account with employer match
  • Flexible Spending Account
  • 100% Company-Paid Parental leave (After 6 months with the company)
  • 100% Company-Paid Life Insurance and Short/Long Term Disability Insurance
  • Nextech Luminary Peer Recognition Program
  • Wellness Program including discounts on medical premiums
  • Employee Assistance Program with free counseling sessions available
  • Corporate Discounts on Retail, Travel, and Entertainment
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
client successaccount managementcustomer journeydata-driven decision makingcustomer advocacyexecutive-level reportingcustomer growth opportunitiesexit strategiesNet Promoter Scoreoperating rhythms
Soft Skills
leadershipstrategic visionwritten communicationverbal communicationproblem solvinginterpersonal skillsjudgmentcollaborationteam managementcustomer-centric mindset