Vice President, Customer Experience
Rochester, NY
JK Executive Strategies is proud to partner with a high-growth, results-driven marketing agency in search of a Vice President, Customer Experience to join its leadership team! The Vice President, Customer Experience uniquely combines both strategic and operational leadership to drive the overall client experience, retention, and growth across the department. Part customer service leader, part sales leader, part marketing consultant, this role oversees a 50+ person team organized in geographically aligned “pods” to provide marketing consultation, program enrollment, and ongoing customer service to support thousands of small business owners across the country. They will ensure the delivery of exceptional customer service and the achievement of ambitious business objectives, including sales, retention, and customer satisfaction. The VP is accountable for shaping and executing the customer success strategy which includes technology, tools, training, processes, organizational design, and team leadership.
This role requires a dynamic, customer-centric and results-oriented leader who has experience in leading complex organizations, change management, financial acumen, data-driven decision making, and a strong foundation of digital media.
Responsibilities
Key Outcomes & Responsibilities
- Deliver a best-in-class customer success strategy
- Develop and deliver a clearly documented and scalable customer success strategy including measurable outcomes and repeatable processes that can be adopted across teams as the organization grows.
- Establish mechanisms for collecting, synthesizing, and socializing client insights and customer feedback to inform strategic decision-making and translate into clear guidance for cross-functional teams.
- Define standards and service level agreements (SLAs) for a consistently high-quality customer experience that is consultative, proactive, and outcomes-oriented.
- Lead initiatives that enhance the customer experience through technology adoption, streamlined processes, onboarding efficiencies, and scalable systems that reduce friction and speed time-to-value.
- Regularly audit the marketplace to help identify and adopt innovations in customer service experience.
Operational Excellence & Functional Integration
- Oversee the performance and effectiveness of the field account teams, ensuring consistent delivery of high-quality service and achievement of KPIs. Regularly provide analysis to leadership.
- Continually assess the quality of customer interactions and provide the necessary feedback and coaching to elevate customer engagement and satisfaction. Hold team members accountable to agreed-upon KPIs.
- Track customer satisfaction scores (NPS or similar) and resolve escalations within agreed upon timeline to increase customer satisfaction.
- Collaborate with cross-functional departments within the organization on an ongoing basis.
- Conduct quarterly risk assessments and maintain a risk scorecard. Resolve identified risks related to customer satisfaction, retention, and compliance.
Strategic growth
- Collaborate with executive leadership to identify and pursue organic growth opportunities, including upselling, cross-selling, and expansion into new product/service offerings.
- Oversee annual department planning and execution, ensuring alignment to the organization’s strategic plan and successful long-term client partnerships.
- Achieve agreed upon enrollment and retention rates and ultimately revenue across various programs.
- Engage, retain, and enable high performing talent
- Provide energetic and motivational leadership to a large and growing team.
- Contribute and proactively manage talent plans. Assess, hire, onboard, and grow role-appropriate talent.
- Provide effective feedback that enables employees to improve and work toward goals, while seeking feedback from team to enable inclusion and continuous improvement.
- Remove barriers to enable positive team outcomes, including evaluating technology, processes, and training.
- Provide opportunities for growth and development, while mentoring and inspiring employees to unlock their full potential.
Requirements
- 15+ years of progressive experience in customer success, client services, and/or call center management
- 5+ years of executive level experience
- In-depth expertise in consultative digital marketing selling, strategic account management, and client retention strategies
- Experience managing a large team including hiring, firing, and performance management responsibilities
- Bachelor’s degree in Business, Marketing, Advertising or related field
- Advanced analytical skills and experience with CRMs and cloud-based business phone systems
- Exceptional communication, negotiation, and executive presence
- Occasional domestic travel as required
Preferred Requirements
- Master’s degree in Business, Marketing, or related field
- Demonstrated success in leading digital transformation initiatives
- Key platform experience: Google, HubSpot, Aircall, Zendesk, Salesforce, Microsoft suite
Core Competencies
- Customer focus and client intimacy
- Collaborative
- Owner agility
- Results driven
- Disciplined
Salary Range
JK Executive Strategies is an Equal Opportunity Employer. It is the policy of JK Executive Strategies to provide equal opportunity in employment and conditions of employment to all individuals regardless of age, race, color, religious beliefs, national origin, sexual orientation, gender identity, sex, veteran or military status, disability, pregnancy-related condition, predisposing genetic characteristics, genetic information, marital status, familial status, prior arrest, domestic violence victim status, non-job related convictions, participation in lawful activities outside of our workplace, or any other status protected by law.
