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Vice President, Client Success - US

United States Req #222
Tuesday, June 18, 2024

At VertexOne, helping utilities provide the best customer service experience is what we do. VertexOne is the recognized leader in SaaS platforms for utilities across North America. Through a wide range of innovative services and solutions, VertexOne helps utilities deliver a compelling customer experience; reducing the cost to serve customers, increasing operational efficiency, improving customer satisfaction, and driving utility operations forward. It’s been in the DNA of our people since we started supporting utilities’ customer experience needs over 20 years ago. And that commitment continues to this day.
 
 

Our team members are our greatest assets, so we pride ourselves on being ‘Employee First’. As such, we listen to what our employees have to say and find ways to incorporate their ideas into the company.  Whether it’s new technology, career development opportunities, or fun events, we find new ways to keep our employees engaged and incentivized to grow within the company.  Our employees' well-being—both physical and mental—is a top priority at VertexOne. That's why we foster a 100% remote and flexible environment and encourage work-life balance.
 
 

VertexOne is proudly Certified as a Great Place to Work®.  Great Place to Work® is the global authority on workplace culture, employee experience, and leadership behaviors proven to deliver market-leading revenue, employee retention and increased innovation.  VertexOne is dedicated to prioritizing the employee experience and creating an exceptional company culture.  

Overview of Role/Job Purpose

 

The Vice President of Client Success leads the client success team with a vision and strategy to provide clients with a voice, support, guidance, and knowledge resources that will facilitate the achievement of their business objectives using the organization's products and services.  The position is responsible for the CS team structure: they build the team, determine internal processes, and lead the team towards driving value for clients.

In this role, you will collaborate with key stakeholders and Client Success teams to enhance operational effectiveness, efficiency, and client satisfaction across their various shared service channels, maintain strong client relationships and ensure high client satisfaction. In many cases, a VP of CS will have a hands-on approach, keeping a close relationship with the most noteworthy accounts.

Key Responsibilities

 

  • Lead the client success team, from building the department to developing it for scalability and sustained growth, with all the people, processes, and strategies optimized in a client-first manner.
  • Recruit, attract, and onboard new CS team members, helping them integrate with the team, and encouraging collaboration and learning within the group
  • Add value to client relationships and drive the desired client goals by either actively participating in client discussions or by implementing a proven approach within their team.
  • Drive long-term, healthy client relationships, build in-depth knowledge of clients' priorities, challenges, and initiatives and becomes a trusted advisor. Participate in Client Leadership Review meetings.
  • Create a culture of Continuous Improvement in which the Client Success teams continually strive to identify opportunities to optimize or improve service to their clients. Proactively identify potential issues and drives resolution to avoid client impact and facilitate continuous improvement.
  • Determine the metrics, health scores, and KPIs relevant to each account and the team.
  • Serve as the lead point of contact for escalations
  • Implement a customer-first approach throughout the organization and demonstrating the value of customer success from a business perspective
  • Participate in proposal responses, sales processes and contracting.

 

·
 Skills/Qualifications

  • A minimum of 5 years’ experience in the deregulated/retail energy industry required. Knowledge of Customer Information Systems (CIS) and/or electronic data interchange (EDI) desired.
  • Three years’ experience in a Client Success organization and 10 years’ of management experience.
  • Considerable experience in collaboration and relationship management, with the ability to quickly establish creditability and instill confidence in clients, stakeholders, and team members.
  • Experience in managing virtual teams and effective resource planning and organizational skills.
  • Expert communication skills with the ability to hold C-level client conversations and drive business for both parties and move the relationship forward.
  • Advanced business experience and ability to create strategies, guidelines, and objectives. and implement them while driving business growth and creating data-driven reports.
  • Deep understanding of software and SaaS businesses.
  • Highly organized with attention to detail.
  • Strong analytical and gold-oriented mindset with people and project management knowledge and skillset.
  • Ability to work well in a fast-paced environment.
  • Excellent listening, negotiation, and presentation abilities.
  • Contract management experience.

What VertexOne has to offer:

  • Comprehensive medical, dental, vision, disability, life insurance
  • Health Savings Account (HSA), Flexible Spending Account (FSAs)
  • 401K match
  • Flexible PTO
  • Employee recognition platform with monetary rewards
  • 100% Remote work environment
  • Initial work from home stipend
  • Leadership/Coaching training programs
  • Free access to Bizlibrary for unlimited professional development
  • Employee Assistance Program (EAP) with counseling sessions available 24/7
  • Health and wellbeing programs
  • Paid parental leave
  • Employee bonus referral program
  • Employee Discount Program

About VertexOne: 

VertexOne is the leading provider of cloud-based SaaS software solutions powering the next generation of customer experience for utilities, energy retailers, and energy transition providers. With over 30 years of experience and more than 350 customers in the cloud, we capitalize on our deep expertise to provide a wide range of innovative solutions for digital transformation, revenue optimization, and data-driven efficiency operations surrounding the customer. From Customer Information Systems (CIS) and Mobile Workforce Management (MWM) to Electronic Data Interchange (EDI) and Digital Customer Engagement and self-service portals, we empower our customers to deliver a compelling customer experience, reduce costs to serve, increase operational efficiency, and improve customer satisfaction. For more information on how VertexOne allows you to enhance the digital customer experience, improve revenue management, and leverage data analytics, visit https://www.vertexone.net.


Equal Opportunity Employer:

VertexOne is proud to be an equal opportunity employer. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. VertexOne is also committed to providing reasonable accommodation for applicants with disabilities. Individuals who need reasonable accommodation because of a disability for any part of the employment process should ask to speak with a Human Resources representative to request accommodation.


Other details

  • Job Family Client Support
  • Job Function Vice President
  • Pay Type Salary
  • Min Hiring Rate $185,000.00
  • Max Hiring Rate $210,000.00
  • Job End Date Wednesday, July 3, 2024
This posting is inactive.
Location on Google Maps
  • United States