VP - Customer Success & Account Management - SaaS

Job Overview

com WHO WE'RE LOOKING FOR You are passionate about tech products & services and what it can accomplish. (Bonus: you understand the challenges our ideal clients face and are excited to be of service to this market.

) In addition: • You have 9+ years of experience in a similar role, 3+ of which should be from a SaaS company. • You have a high level of attention to detail, and accuracy matters to you.

Job Description

• You are empathetic and have a real desire to help our customers reach their goals.

• You have good taste: not necessarily a design background, but you know what good looks like (or simply how to rectify bad content, and teach clients good vs bad) • You can get excited about helping our users get the most out of our tools – including giving tough love when they are using them incorrectly.

• You are driven, self-motivated, enthusiastic, have a "can do" attitude and a results-driven mentality with a bias for speed and action (while not missing the details!

) • You have excellent communication and interpersonal skills, and are able to be flexible and operate effectively with uncertainty and change.

Bonus: • You have a good understanding of marketing and martech solutions, and you have great experience with CRM systems such as Hubspot, Salesforce, Zoho, etc.

, • You're just as happy getting your hands dirty with implementation work as you are building out high-level systems/processes, and managing a large team.

Key Responsibilities

• Bonus: • You have a good understanding of marketing and martech solutions, and you have great experience with CRM systems such as Hubspot, Salesforce, Zoho, etc., • You're just as happy getting your hands dirty with implementation work as you are building out high-level systems/processes, and managing a large team.
• Oversee completion of customer needs and/ or management of contractors and outsourced resources to perform work.
• Oversee management of the knowledge base, addition of new articles as needed and ensuring everything is up-to-date and accurate.
• Support and retention: • Deepen our customer retention support by preparing the strategy and program for this while working closely with the commercial team to roll this out.
• Oversee providing exceptional customer support within established SLA guidelines, track and report out related metrics.
• Oversee management of the long-term health of the customer base by identifying and preempting areas of risk or concern; drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed by extracting the most value from our SaaS tools.

Required Skills and Qualifications

• (Bonus: you understand the challenges our ideal clients face and are excited to be of service to this market.) In addition: • You have 9+ years of experience in a similar role, 3+ of which should be from a SaaS company.
• You are driven, self-motivated, enthusiastic, have a "can do" attitude and a results-driven mentality with a bias for speed and action (while not missing the details!) • You have excellent communication and interpersonal skills, and are able to be flexible and operate effectively with uncertainty and change.
• Bonus: • You have a good understanding of marketing and martech solutions, and you have great experience with CRM systems such as Hubspot, Salesforce, Zoho, etc., • You're just as happy getting your hands dirty with implementation work as you are building out high-level systems/processes, and managing a large team.
• Oversee management of the knowledge base, addition of new articles as needed and ensuring everything is up-to-date and accurate.

Benefits and Perks

• (Bonus: you understand the challenges our ideal clients face and are excited to be of service to this market.) In addition: • You have 9+ years of experience in a similar role, 3+ of which should be from a SaaS company.
• Bonus: • You have a good understanding of marketing and martech solutions, and you have great experience with CRM systems such as Hubspot, Salesforce, Zoho, etc., • You're just as happy getting your hands dirty with implementation work as you are building out high-level systems/processes, and managing a large team.

Work Location and Schedule

This role is listed as Remote USA with location information shown as Remote USA. The employment type is Full Time.

About the Company

TourCC is the organization connected with this listing. USA Jobs Today displays this opportunity for job discovery only, so applicants should verify company details, application instructions, and eligibility on the official employer website.