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Senior Vice President, Professional Services - SaaS

  • Location: Frisco, TX
  • Job Type: Direct Placement
  • Ref No: 22-06253
  • Date: September 29, 2022
  • Pay: $200000.0 - $225000.0 per Year USD
  • Job title:

Job Description - Senior Vice President, Professional Services - SaaS

        TITLE: Senior Vice President, Professional Services 
 
    Location: Dallas/Fort Worth area  
 

 
ICS, a Korn Ferry company, is hiring for a SVP of Customer Experience who has worked within a B2B/B2C SaaS organization and managed growing teams! You’ll be responsible for managing software implementation, customer software support and customer success teams.
 

 
    What You’ll Do:  
 

     
  •     Manage the entire customer experience life cycle for our solutions including overseeing customer onboarding, platform configuration and ongoing delivery, support and customer relationship management & success 
  •  
  •     Understand the customer’s business landscape, challenges and their short / long-term goals to develop the right success metrics and help them prioritize initiatives  
  •  
  •     Provide outstanding customer experiences, ensuring that our team and our solutions meet expectations and deliver value at all milestones 
  •  
  •     Engage closely with customers to understand their needs and relay organized feedback to the Product team; be the internal voice of the customer and represent them across the organization 
  •  
  •     Support account growth by identifying new opportunities to expand the customer footprint 
  •  
  •     Collaborate with executives, engineering, product, sales and other functional groups while developing the best approach for maximizing customer engagement 
  •  
  •     Establish customer goals and identify/define metrics to show impact and deliver success (i.e. ARR, renewals, NPS scores) 
  •  
  •     Lead the Implementation team on improvements in training, customer onboarding, and strategy for a great first impression 
  •  
  •     Manage the Customer Success and Support teams and guide their direction & performance 
  •  
  •     Provide input to shape the cross-sell strategy and pipeline based on customer relationship and need 
  •  
  •     Maximize customer engagement and retention 
  •  

 
        Skills / Experience You Will Need:      

     
  •     Bachelor’s degree or equivalent (MBA preferred) 
  •  
  •     Leadership DNA - proven ability to set a vision, excite and lead a cross-functional team 
  •  
  •     10+ years of experience in a Customer Experience or similar role in the SaaS, e-learning or related market 
  •  
  •     Exceptional written and verbal skills with meticulous attention to detail 
  •  
  •     Metric and KPI orientation to decision making 
  •  
  •     Outstanding communication skills 
  •  
  •     Experience presenting to executive leadership and handling sensitive customer situations  
  •  
  •     Experience managing product implementation and / or customer retention at a software company 
  •  
  •     Willing to travel up to 30% 
  •  
  •     Creative flair to bring fresh ideas into customer experience & create solutions 
  •  

 
   
 
  About Infinity Consulting Solutions
 
At Infinity Consulting Solutions our mission is to cultivate successful long term relationships with candidates and clients matching the right candidate with the right client. We believe technology cannot replace the real personal relationships we cultivate. We reject the notion that technology alone is the answer to staffing which is why we our successful partnerships rely on collaboration NOT automation. ICS has been providing flexible staffing solutions for over 20 years in Information Technology, Compliance, Accounting / Finance and Corporate Support. Our staffing solutions include Contract, Temp to Perm and Permanent Placement.
 
ICS is an Equal Opportunity Employer.
 
 




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