VP, Client Success

🕒 il y a 3 jours

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Momentive Software

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1001 - 5000 employés

🤝 B2B

🤝 À but non lucratif

B2B • Non-profit • Software

Momentive Software est un fournisseur d'une suite complète de solutions logicielles adaptées aux associations et organisations à but non lucratif. L'entreprise vise à rationaliser les opérations, améliorer l'engagement des membres et des donateurs, et générer des résultats impactants pour les organisations axées sur la mission. Leurs offres incluent des outils pour la gestion associative, la collecte de fonds, la gestion d'événements, la gestion de l'apprentissage et l'analyse de données, permettant aux organisations de gérer efficacement leurs finances et de favoriser des connexions communautaires plus profondes.

Description

• Leadership and Team Management: Building and leading a team of high-performing Client Success Managers • Talent Development: Identifying and nurturing talent within the team, providing mentorship and training to enhance skills and capabilities • Resource Allocation: Efficiently allocating resources across the assigned portfolio of clients ensuring all clients have a named Client Success Manager and that they receive the interactions as reflected in our client segmentation and engagement plan • Client Health: Manage CSMs as they evaluate and gauge relationship health, providing a predictive view of clients that are at risk • Client Engagement: Manage and support the team to cultivate strong, long-lasting relationships with clients, understanding their needs, and ensuring that the services delivered align with their objectives • Knowing our Clients: Manage and support the team to collect information about our clients that helps us better meet their needs and enabling us to maximize relationship expansion opportunities • Service Expansion: Coach and manage team members to identify opportunities to expand or enhance service offerings to meet changing client needs • Managing a Portfolio of Clients and a Small number of Direct Relationships: The overall role of the Client Success Team Leader is to manage a portfolio of accounts and an associated CSM team • Relationship Management Planning: Collaborating with executive leadership, evaluate factors within the assigned portfolio affecting client relationships and provide findings of the key drivers and recommendations on how to improve overall outcomes • Quality Assurance: Establishing and maintaining quality standards

🎯 Exigences

• 10+ years of Account Management, Client Success Management, or Association Executive experience required • Bachelor's degree required or equivalent experience • Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function • Must have excellent analytical and problem-solving skills • Proven abilities to develop high-performing sales and relationship management organizations serving large portfolios (1,000+) clients • Experience leading client success organizations with 15-20 team members • Track record of driving enterprise-wide transformation and standardization initiatives • Advanced proficiency in Office 365 suite and client success platforms (Gainsight, ChurnZero, etc.) • Experience selecting and implementing enterprise-level client success technology stacks • Data analytics and business intelligence tools expertise for portfolio-level insights • CRM administration & process adoption and adherence across full portfolio that matches with Client Success departmental approach • Senior leadership with ability to present to executive teams and key stakeholders • Complex organizational change management across acquired companies and diverse cultures • Advanced talent acquisition, development, and succession planning capabilities • Cross-functional leadership spanning sales, marketing, product, and service delivery teams • Crisis management and escalation resolution at enterprise client level • Strategic portfolio management for enterprise and mid-market client segments • M&A integration experience with client success function consolidation • Revenue strategy development including expansion, retention, and new market penetration • Industry thought leadership and external speaking/conference participation • Competitive analysis and market positioning for client success initiatives

🏖️ Avantages

• Medical, Dental & Vision Benefits • 401(k) Savings Plan with Company Match • Flexible Planned Paid Time Off • Generous Sick Leave • Inclusive & Welcoming Environment • Purpose-Driven Culture • Work-Life Balance • Commitment to Community Involvement • Employer-Paid Parental Leave • Employer-Paid Short-Term Disability • Remote Work Flexibility