Senior Vice President - Customer Success & Platform Management

Key Responsibilities

Customer Retention & Growth:

- Champion a customer-centric culture across the organization.

Platform Vision & Strategy:

- Oversee product development and innovation initiatives to continuously improve the platform.

Operational Excellence & Scalability:

- Develop and implement operational policies and procedures to optimize platform performance and efficiency.

- Provide guidance and direction to reporting managers on critical operational issues related to the platform.

- Coordinate with the SVP-Product Development on key development road maps and ensure alignment to customer needs as well as feature gaps, innovations and platform enhancements.

Sales Enablement & Support:

- Oversee product demonstrations and presentations to prospective clients, including participation in demonstrations where necessary depending on the criticality of the prospect and / or the ticket size of the opportunity.

Financial Performance & Vendor Management:

- Develop and implement outsourcing strategies, negotiate vendor contracts, and manage vendor relationships to optimize costs and improve platform efficiency.

Team Leadership & Employee Well-being:

- Promote employee welfare and contribute to a positive work environment, supporting grievance redressal efforts as needed.

Third-Party Partnerships

- Strategic mindset is critical to ensure balance between in-house core competencies versus tactical outsourcing to vendors in areas outside of core competencies.

Ideal Candidate: The ideal candidate will be a seasoned and strategic leader with a proven track record of driving customer success, platform innovation, and revenue growth within a technology-driven environment.

They will possess a deep understanding of customer needs, exceptional leadership abilities, and a strong technical aptitude for platform management especially in aviation industry and aircraft maintenance or leasing industry knowledge would be preferrable.

Key Qualifications:

Education:

- A Master's degree (MBA or related) is highly preferred.

Experience:

- Demonstrated success in driving customer retention, account growth, and revenue generation.

- Proven experience in developing and implementing platform strategies that align with customer needs and business objectives.

- Experience leading and managing large, diverse teams, including customer success managers, product managers, and in-house subject matter experts.

- Experience with financial planning, budgeting, and vendor negotiations.

- Experience with outsourcing strategies and managing vendor relationships.

Key Skills & Competencies:

- Customer-Centricity: A deep understanding of customer needs and a passion for delivering exceptional customer experiences.

- Leadership & Team Management: Proven ability to lead, motivate, and develop high-performing teams.

- Communication & Interpersonal Skills: Excellent communication, presentation, and interpersonal skills, with the ability to effectively communicate with customers, executives, and internal teams.

- Technical Aptitude: A strong understanding of technology platforms, cloud infrastructure, and software development processes.

- Financial: Ability to understand financial statements, develop budgets, and make sound financial decisions.

- Negotiation Skills: Strong negotiation skills with experience in vendor contract negotiations.

- Problem-Solving: Ability to identify and solve complex problems quickly and effectively.

- Analytical Skills: Ability to analyze data, identify trends, and make data-driven decisions.

- Change Management: Ability to lead and manage change effectively within a dynamic environment