Vice President of Customer Success

Company: Geoforce
Location: Dallas
Posted on: May 16, 2022

Job Description:

Vice President, Customer Success

Geoforce is looking for an exceptional Vice President of Customer Success to lead our global Customer Success team. The candidate should have a demonstrable history leading a Customer Success team focused on SMB, mid-market, and large-scale, multi-national customers. As Vice President of the Customer Success team, you will be responsible for leading teams of customer success professionals whose function is to maximize retention and customer satisfaction and expand the solution portfolio at each respective customer.

Responsibilities
Representing the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organization.
Design, execute and optimize a programmatic plan that maximizes retention of our customer base and facilitates a healthy environment for cross-sell and upsell in collaboration with our global sales organization.
Manage key metrics for the customer success team and analyze data related to customer transactions and engagement to assure client satisfaction and maximize customer retention.
Identify 'at risk' customers and develop and implement a cross-functional action plan to remediate the customer issues and maximize customer retention.
Excellent organizational skills and a demonstrated ability to effectively coordinate, plan, monitor and manage projects as described.
Drive 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.
Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores.
Accurately forecast and achieve renewal and customer retention goals (churn).
Build deep relationships and have frequent interaction with key stakeholders in the customer's organization including the project team, management, and C-level executives.
Develop and maintain a strong working knowledge of the Geoforce solutions.
Foster a culture of critical thinking to expand your team's ability to solve complex customer problems.
Attract, recruit, inspire and retain the best talent.
Work with your team to develop and execute on strategic account plans with an eye toward retaining and expanding customers' use of Geoforce solutions.
Develop and maintain a strong working knowledge of the competitive landscape and industries in which our customers compete.
Ability to move quickly and iterate.

Qualifications
10+ years Customer Success leadership in a B2B SaaS environment (IoT experience a major plus).
Bachelor's degree.
Proven understanding and experience leveraging consultative and solution selling methodologies.
Background in Strategic Account Planning and Execution.
Enthusiastic and creative leader with the ability to inspire others.
History of successful engagement with SMB, mid-market, Fortune 500, and global accounts.
Understanding of B2B and IoT technology markets, how they function, the trends and influences they have on customer's businesses.
Initiative-taker, purposeful, able to work with a high degree of autonomy and deliver measurable results.
Experience with enabling technologies including Salesforce.com and Gainsight.
Travel up to 25%.

About Geoforce
Founded in 2007, Geoforce is a rapidly growing technology firm (#43 on the 2020 Dallas 100 list for fastest growing DFQ private companies) that provides GPS-based tracking and monitoring of field equipment, vehicles and other assets to over 1,300 companies in ninety countries. Our turnkey solution is delivered via a combination of our award-winning, web-based software platform, rugged GPS tracking devices and a global satellite and cellular network. Prominent customers include American Airlines, DHL, and Schlumberger. For more information, please see www.geoforce.com.

About LLR Partners
LLR Partners is a lower middle market private equity firm investing in technology and healthcare businesses. We collaborate with our portfolio companies to define high-impact growth initiatives, turn them into action and create long-term value. Founded in 1999 and with more than $5 billion raised across six funds, LLR is a flexible provider of equity capital for growth, recapitalization and buyouts. For more information about LLR and insights on scaling growth companies, visit www.llrpartners.com.

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