Vice President of Customer Success
Company: Geoforce
Location: Dallas
Posted on: May 16, 2022
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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.
Keywords: Geoforce, Dallas , Vice President of Customer Success, Executive , Dallas, Texas
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