Vector Solutions

VP, Customer Operations

Job Locations US-FL-Tampa
ID
2020-1116
Category
Client Support
Type
Regular Full-Time

Overview

At Vector Solutions, it is our distinct privilege to serve the everyday heroes who serve others – the engineers who keep our buildings safe, the manufacturers who make the products we use every day, the first responders who protect us, and the educators who take care of our children. Through our award-winning online education, safety compliance, and performance optimization solutions, our mission is to change the world by saving lives, inspiring professionals, and elevating performance.

Our extended Vector Solutions family has grown and evolved tremendously over the past 20 years, and we have no intentions of slowing down. Our creativity and drive have taken us from a handful of employees in Tampa, Florida to more than 400 team members all over the country. We believe in fostering a positive workplace culture that attracts talent, drives engagement, increases performance, and invests in employees’ happiness and satisfaction.

So, if you’re innovative, passionate about what you do, and driven by the need to push boundaries in order to serve the everyday heroes that serve all of us, then search for your forever career with us at Vector Solutions.

The VP of Customer Operations is a key leader reporting into our C-Suite. You will be responsible for all aspects of customer operations and customer services, including managing our Support Services, Customer Success, and Customer Training and Implementations.

Responsibilities

  • Serve as a key voice of the customer within the leadership team
  • Build each reporting organization through strong mentorship and talent development while identifying key opportunities for growth, investment, and upleveling
  • Manage and maintain a positive and productive relationship with teams servicing our customers 
  • Continually  improve the service we offer and ensure that we strive for excellence in every interaction 
  • Conduct performance reviews and define / monitor KPI's 
  • Develop tools and processes to ensure a smooth multi-location service standard is achieved while leading a team of distributed employees in offices across the US
  • Ensure our CSAT and NPS results are on target because you put customers first 
  • Identify opportunities to reduce operational costs while improving  service 
  • Drive monthly, quarterly and annual execution of OKRs and operating plans
  • Develop effective customer success programs to ensure successful on-boarding, adoption, retention, renewal and expansion for our customers.
  • Define and drive the ideal customer experience in close partnership with senior leadership and cross functional collaboration across departments
  • Build a proactive, ROI-focused organization driving high retention rates while influencing cross-sell and up-sell opportunities
  • Increase overall customer lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Travel to each office to maintain strong relationships and executive presence
  • Cast a strong vision and market ideas effectively to internal teams & ELT members 

Qualifications

  • Bachelor’s degree & more than 5 years of experience in a comparative role preferably in a SaaS business. 
  • Experience with teams that are not co-located
  • Experience integrating Customer Management teams post acquisition
  • Experience leading Customer Operations transformation efforts to modernize processes and technology
  • A proven, demonstrable track record of success
  • Excellent analytical skills and the ability to identify important trends and focal points from available data. 
  • Excellent communication skills, written and verbally
  • A great ability to inspire people and lead a team.
  • The ability to build effective relationships with partners and customers. 
  • A drive to learn and contribute with ideas to make continuous improvements. 

Benefits

  • Bonus opportunities 
  • Medical, dental and vision coverage
  • 401(k) matching
  • Generous paid time off
  • 10 paid holidays
  • Professional development reimbursement
  • Company social events
  • Philanthropic opportunities 
  • Advancement opportunities and challenging career paths
  • A casual work environment (ditch the suit & tie)

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