Vice President - Customer Success - StartUp

Role:

- Developing the operational strategy and leading the program management of delivery to demonstrate true commitment to client institution's success.

- Ensuring realization of org value at the customer

Proactively manage customer expectations, poor RoI and other deployment obstacles. Identify business needs for growth, productivity improvement as well customer experience improvement opportunities

- Liaison with customer's leadership team to avoid customizations

- Setting up and managing processes for multi-level support to client institutions

- Building regional teams to implement the delivery and support plan

- Scaling up the operations and bringing in cost efficiency as we scale

- Work in a cross-functional environment, working across Product, Engineering, Sales and Marketing teams

- Setting up KPIs for delivery and support, building cadence to monitor progress.

- Being a member of Strategy team responsible for steering organization's future.

- Create an execution plan with the engagement team that demonstrates Salesforce's true commitment to their success and at a pace that outperforms both the customer and what Salesforce has historically exhibited

Required Experience :

- 7+ years of experience in customer facing role

- Technical and SaaS experience will be a big plus

Required Qualifications :

- A true love for Customers.

- Tenacity and sense of urgency; the ability to make things happen quickly; roll up sleeves and do whatever is necessary to meet team goals.

- Strong bias for action; the ability to juggle multiple priorities and excel in a lean work environment.

- Strong communication in teams and program management.

- Team leadership and cross-functional collaboration skills.

- Ability to work and make decisions independently.

- A track record of building and motivating high achieving teams

- Empathy, humility and listening skills