Job Title:

SVP -Services ,Support and Customer Success

Location: Dallas, United States

Experience: Min 15 yrs

Function: Support and Delivery

Positions: 1

Acqueon is a fast-growing software company, and we are searching for flexible go-getters who
welcome the challenge of meeting the needs of a growing business. We’re specifically looking for a
Senior Vice President -Services , Support and Customer Success  who will roll up his/her sleeves. As a key member of our leadership team, you will help craft the company’s customer success strategies, building strong relationships with customers and collaborate with cross-functional leaders internally to deliver consistently excellent customer experiences. Our ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships.

Key Responsibilities
• Driving customer lifetime value by defining the customer journey; deploying programs to
help drive business value with customers, customer goal achievement, new features, and
new use-cases; collaborating across teams to identify and pursue customer growth
opportunities
• Representing the voice of the customer and influencing internal stakeholders by promoting
a customer-centric mindset across the organization
• Architecting the customer success organization and solutions to leverage and scale in
support of our revenue ambitions, including striking the right balance for the services and
support offered to our broad range of customer segments – Large Enterprise, Mid-market
and others.
• Build a global professional services organization to support customers from onboarding and
training through to long-term multi-stage digital transformation project.
• Review the customer journey, identifying how it’s supported, taking a consultative approach
in helping clients overcome issues and achieve goals
• Partnering very closely with our sales teams to engage with leaders at prospective customers
and existing customers to define goals and leverage our products and services to achieve
them.
• Prepare necessary documentation or visuals for client to demonstrate performance of
campaigns; analyze trends in C-Sat/NPS scores to identify areas of improvement
• Work with the sales and marketing team to drill customer references and develop case studies

Requirements
• A true love for customers
• 10+ years of experience in a Customer Success and/or Professional Services leadership
role. Sales experience will also be considered
• Experience building and managing large (100+ employees) Customer Success and or
Professional Services teams in a fast-paced, dynamic environment
• Ability to move quickly and iterate
• Technical and SaaS experience and an ability to speak to technical customers in their
language
• A strong strategic vision for the customer experience, professional services, and customer
support
• The ability to architect services and support delivery models that align with current
customer segments, deliver customer value and scale with growth projections
• A strong customer advocate with the ability and willingness to engage directly with
customers
• Ability to communicate well with individuals, teams, partners and at industry level events
• A track record of developing and mentoring great talent, and building and motivating high
achieving teams
• The skills to be a data-driven decision maker, with a willingness to experiment and iterate
• Understanding of the balance between internal services, external partners and how to use
both effectively to support customers and grow quickly
• Effective and productive collaborator to drive cross-functional initiatives
• Empathy, humility and listening skills

Education and Experience Required
• 7 – 10 years of management experience leading teams in a software company
• 5 years’ experience leading customer success managers, account management, or sales
teams. Professional services experience is a plus.
• 3 years’ experience leading managers of teams in a SaaS or subscription enterprise software
company
• Proven experience leading teams, driving new and expansion sales, driving software
adoption, and leveraging customer success best practices

Apply Now!

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Acqueon