Vp, Client Success & Support

About the Role

Olly Olly is looking for a Vice President of Client Success to lead our team of 40+ employees on our Client Onboarding, Account Management and Client Experience teams. We are looking for a strong leader with experience growing a high-performance team utilizing best practicesbased on 10+ years of experience in software, services, and customer success.

As theVice President of Client Success, you will play a critical role in shaping and executing our customer service strategy including implementing the best approach and supporting your team in protecting against churn and down-sells. We are committed to providing a phone-first approach to customer service, as we believe it is the most impactful way to foster lasting relationships with our clients. Your contributions will be instrumental in driving customer satisfaction and retention, while also elevating our brand's reputation as a trusted partner to our clients.

You will work to decrease time to first value, reduce implementation time and costs, increase customer lifetime value, product usage and adoption, and scale Customer Success. You will turn new and existing customers into loyal champions. Never satisfied with the status quo, this person will strive to identify areas of opportunity within the Client Success teams and strategize solutions to move our customer service forward.

You're Excited About this Role because you will...

• Establish cross-functional relationships with other department leaders and streamline the communication between departments, to identify areas for improvement and their repercussions on client experience
• Using client feedback and industry trends, develop strategies for customer growth and retention
• Set the overall vision and strategic direction for the Client Success departments ensuring the department goals are met
• Drive Client Success outcomes including reducing client churn, reducing down-sell, driving product adoption and increasing customer lifetime value
• Oversee the professional development of the Client Success team by mentoring, directing and developing staff to meet client and company objectives
• Report to leadership on a weekly basis on metrics, attrition, trainings, current trends in the market, and the professional development across the team.
• Data driven leader with a skillset to build, motivate, mentor, and retain teams;
• Recruit new talent, assist in onboarding, and present ongoing training courses to the Client Success team based on areas of opportunity you’ve identified
• Perform regular audits of data to ensure accuracy and analyze data and metrics to identify and execute strategic initiatives
• Develop and implement policies that address client concerns and inform executives about crucial client dissatisfaction cases
• Possesses expertise in training teams on crucial phone skills like tonality, scripting, phone etiquette, and other related areas
• Lead the team during a transformative period, as we introduce a new SAAS product that leverages AI to boost client our effectiveness and efficiency

We're excited about you because you bring...

• 3+ years in Leadership roles with previous experience managing a team of 10+ people
• Track record of developing growth strategies and tracking progress
• A Bachelors degree (additional relevant working experience may be considered in lieu of a Bachelors degree)
• Experience managing remote teams
• Working knowledge of CRM software/systems and G-Suite
• Familiarity with Digital Marketing
• Demonstrated experience creating and delivering trainings
• 10+ years of experience in Customer Success
• Demonstrable experience in providing leadership in changing, ambiguous and challenging situations,

These competencies will make you fit right in...

• Leadership | Leads with empathy and humility, and inspires others by planning & leading by example.
• Relationship Building | Ability to build and nurture long term collaborative partnerships with stakeholders at all levels of the organization
• Problem Solving | Ability to identify possible solutions to solve a problem or situation and then following up with solutions.
• Goal-Oriented | Self-starter with a strong work ethic and resourceful spirit. An entrepreneurial mindset, competitive spirit, ownership and pride in what you do.
• Critical Thinking | Inquisitive and ability to think strategically and problem-solve. Values quality and organization.

Olly Ya'll Are Welcome

At Olly Olly, we embrace and celebrate our differences. We believe that diverse backgrounds, cultures, abilities, experiences, thoughts and perspectives lead to more creative problem-solving, better outcomes and ultimately a stronger organization. Olly Olly is proud to be an equitable opportunity employer, therefore employment is based solely on an individual’s merit and qualifications directly related to their professional competence. We do not discriminate against any applicant or employee because of race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, mental or physical disability, age, genetic information, military or veteran status, marital status, pregnancy or related conditions, or any other basis protected by law or local ordinance.