Strada

VP of Customer Success

Strada

full-time

Posted on:

Location Type: Remote

Location: Remote • New York • 🇺🇸 United States

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Salary

💰 $222,040 - $412,360 per year

Job Level

Lead

About the role

  • Drive account expansions opportunities through strategic partnership within client key stakeholders and decision makers.
  • Identify, foster and support upselling/cross selling opportunities for Net New Revenue based on the strategic journey of each client.
  • Supports clients in achieving their business goals through Strada’s solutions and products as a strategic partner rather than a vendor.
  • Reduce client churn to the minimum ensuring a strong and loyal client base via relationship management and partnership building.
  • Accompanying clients through their journey at every stage to ensure a seamless experience and creating a strong trusting environment.
  • Proactive renewal management turning this critical moment from being a risk to being a growth opportunity.
  • Leveraging the strong relationship management and a customer trust foundation, the Customer Success role creates a strong base for Client references to be used to grow new Logo business.
  • Improve NPS scores and overall CSAT level.
  • Build, mentor, and manage a high-performing team of client obsessed executives whose priority would be customer care by listening to clients’ concerns and pain points with a problem-solving and forward looking approach.
  • Drive talent acquisition, retention, and skill development to maintain a competitive edge.
  • Be a role model to drive a strong internal partnership between client success executives, sales, client executives, product and delivery as to be one voice in front of clients.
  • Drive the design of internal processes to be used in performing issue identification, communication, and resolution for customer issues.

Requirements

  • Bachelor’s degree in Business, Human Resources, Change Management or relevant field of study
  • 10+ years of customer relationship management and stakeholder engagement
  • Brand promotion
  • Proactive problem solving
  • Strong leadership and team-building skills.
  • Product Knowledge
  • Strong analytical, problem-solving, and decision-making abilities.
  • Outstanding communication, negotiation, and presentation skills.
  • Customer intelligence
  • Data analysis
  • Travel will vary, as this is a client-facing role, travel of 15-30% may be needed during peak periods.
Benefits
  • Health coverage
  • Wellbeing programs
  • Paid leave (vacation, sick, parental)
  • Retirement plans
  • Learning opportunities

Applicant Tracking System Keywords

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

Hard skills
customer relationship managementstakeholder engagementdata analysisproduct knowledgebrand promotionanalytical skillsproblem-solvingdecision-making
Soft skills
leadershipteam-buildingcommunicationnegotiationpresentationproactive problem solvingcustomer intelligence
Certifications
Bachelor’s degree in BusinessBachelor’s degree in Human ResourcesBachelor’s degree in Change Management