Description:
As VP of Customer Success and Professional Services, you will own a critical piece of what drives the aPriori success. Reporting to the CRO, you will be the member of the aPriori team responsible for leading the Customer Success Management, Implementation and On-boarding, and Subscription Consulting organizations by providing the vision and direction to develop, implement and scale strategies and process that deliver a ‘best in class’ customer experience and value delivery.

EDUCATION AND EXPERIENCE

• Bachelor’s level degree, preferably in Mechanical or Industrial Engineering or an aptitude for learning complex technologies.
• 15+ years of experience in customer success and service teams ideally focused in high growth SaaS environments.
• Extensive experience in leading a fast pace technology environment with clearly demonstrated results in owning customer success.
• 10+ years of leading, managing, and scaling high performing teams in a SaaS environment, including building out KPIs and metrics that drive improved experiences.
• Experience guiding the implementation of a complex SaaS solution and technical proficiency working with data and configuring a SaaS solution.

Requirements:

• Demonstrated leadership in managing the financial performance of a services organization, delivering industry-standard gross margins and metrics via effective resource allocation, utilization optimization, and rigorous project cost control.
• Customer-driven mindset with a desire and ability to identify and resolve enterprise level customer problem.
• Excellent communication skills and an ability to explain complex concepts.
• Proven project management skills to meet deadlines and manage multiple priorities in a fast pace environment.
• Ability to travel (20-30%)

• Manage a global customer business from pre-sales scoping through renewal; ensuring key metrics such as Gross Dollar Retention (GDR) and Net Dollar Retention (NDR) are achieved.
• Identify and architect services and implementation delivery models to meet our customers’ positive business outcomes are achieved.
• Develop and nurture long-term relationships with executive stakeholders within customer accounts.
• Partner with Sales to implement scalable growth strategies to identify and drive expansion opportunities within the customer base as well as increasing renewal rates.
• Collaborate with the Product team to enhance the customer experience, including serving as a key stakeholder in influencing product roadmap based on external customer needs and expectations.
• Partner with the Marketing team to enable critical voice of the customer and expansion programs.
• Provide the leadership and mentoring needed to ensure that we hire, train, and develop our teams so they provide ‘best in class’ customer experience while allowing for personal and professional growth.
• Develop partner strategies to enhance and supplement the services needs of our global customers.

Requirements:

• Demonstrated leadership in managing the financial performance of a services organization, delivering industry-standard gross margins and metrics via effective resource allocation, utilization optimization, and rigorous project cost control.
• Customer-driven mindset with a desire and ability to identify and resolve enterprise level customer problem.
• Excellent communication skills and an ability to explain complex concepts.
• Proven project management skills to meet deadlines and manage multiple priorities in a fast pace environment.
• Ability to travel (20-30%).