Olly Olly

About the job

About The Role

Olly Olly is looking for a Vice President of Client Success to lead our team of 40+ employees on our Client Onboarding, Account Management, and Client Experience teams. We are looking for a strong leader with experience growing a high-performance team and utilizing best practices based on 10+ years of professional experience in software, services, and customer success.

As the Vice President of Client Success, you will play a critical role in shaping and executing our customer service strategy including implementing the best approach and supporting your team in protecting against churn and down sells. We are committed to providing a phone-first approach to customer service, as we believe it is the most impactful way to foster lasting relationships with our clients. Your contributions will be instrumental in driving customer satisfaction and retention, while also elevating our brand’s reputation as a trusted partner to our clients.

You will work to decrease time to first value, reduce implementation time and costs, increase customer lifetime value, product usage and adoption, and scale Customer Success. You will turn new and existing customers into loyal champions. Never satisfied with the status quo, you will strive to identify areas of opportunity within the Client Success teams and strategize solutions to move our customer service forward.

You’re excited about this opportunity because you will…

  • Set the overall vision and strategic direction for the Client Success departments ensuring the department goals are met
  • Possesses expertise in training teams on crucial phone skills like tonality, scripting, phone etiquette, and other related areas
  • Using client feedback and industry trends, develop strategies for customer growth and retention
  • Drive Client Success outcomes including reducing client churn, reducing down-sell, driving product adoption, and increasing customer lifetime value
  • Develop and implement policies that address client concerns and inform executives about crucial client dissatisfaction cases
  • Perform regular audits of data to ensure accuracy and analyze data and metrics to identify and execute strategic initiatives
  • Oversee the professional development of the Client Success team by mentoring, directing, and developing staff to meet client and company objectives
  • Data-driven leader with a skillset to build, motivate, mentor, and retain teams;
  • Recruit new talent, assist in onboarding, and present ongoing training courses to the Client Success team based on areas of opportunity you’ve identified
  • Establish cross-functional relationships with other department leaders and streamline the communication between departments, to identify areas for improvement and their repercussions on client experience
  • Report to leadership on a weekly basis on metrics, attrition, trainings, current trends in the market, and the professional development across the team.

We’re excited about you because you bring…

  • A bachelor’s degree (additional relevant working experience may be considered in lieu of a bachelor’s degree)
  • 10+ years of experience in Customer Success
  • 3+ years in Leadership roles with previous experience managing a team of 10+ people
  • Track record of developing growth strategies and tracking progress
  • Demonstrable experience in providing leadership in changing, ambiguous and challenging situations,
  • Familiarity with Digital Marketing
  • Experience managing remote teams
  • Demonstrated experience creating and delivering training for professional development
  • Working knowledge of CRM software/systems and G-Suite

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