Senior Vice President, Customer Success

CompTIA Human Resources
Downers Grove, IL Full Time
POSTED ON 8/29/2022 CLOSED ON 10/31/2022

Job Posting for Senior Vice President, Customer Success at CompTIA Human Resources

As SVP for Customer Success, you will be responsible for helping customers (academic, corporate, partner, federal/local government, and individual consumers) achieve their best possible outcomes, and to ensure CompTIA maximizes the revenue potential of each customer transaction. The role will create, implement and lead a scalable delivery models emphasizing streamlined automation for customer management and engagement. Key components of any model include the ability to nurture upsell B2B opportunities and multichannel consumer sales solutions providing authentic and personal paths to purchase. The ideal candidate will have extensive familiarity using and implementing CRM management, AI and live chat, click to call, lead capture systems, email support and other technologies. This role will work closely with: 1) internal and external web development, 2) business intelligence, and 3) marketing technology teams to ensure complementary and effective technology tools are selected, applied, and improved upon constantly.  Essential Duties and Responsibilities  ·Implement a cutting edge customer service delivery model for B2B and B2C ·Develop, build and support a model to optimize upselling ·Ensure a superior customer experience from initial contact to conversion and utilization ·Help transition current manual processes to automated systems ·Operate as an expert on internal / external core operations processes and systems ·Communicate business implications of major initiatives providing appropriate plans and options as needed ·Provide strategic delivery support for partners including webinars, content creation, onboarding etc. ·Build, drive and collaborate on the overall strategy for growth and expansion in services/solutions led opportunities across B2B and B2C driving additional revenue. ·Grow and expand opportunities through strategic planning to include dependencies, resource considerations and opportunity analysis ·Manage program and solution enhancements, including market testing, leading to increased scalable revenue capitalization ·Serve as the business owner for consumer-facing outsourced ·Support vendor relationships for backend systems and customer service platforms and outsourced support solutions ·Represent the voice of the customer to inform all other internal departments and influence organizational initiatives ·Drive ongoing process improvements, AI optimization and self-service enhancements to deliver an exceptional customer experience Supervisory Responsibilities: ·Manage a staff of 20 or more people ·Clearly define, communicate, and evaluate individual and team goals ·Ensure goals for direct reports are in line with corporate annual goals ·Monitor and provide continuous constructive feedback on employee performance ·Provide positive recognition of employees for a job well done ·Conduct annual performance reviews  Education and/or Experience: ·7-10 years related work experience in a software environment managing staff, large scale projects, external software applications, systems development, testing and implementation ·Experience working with a global company and geographically distributed teams ·Experience in the certification and or training industry preferred Requirements: ·Ability to adapt to ever-changing business environments ·Resourceful thinking to solve complex problems ·Ability to define problem, collect data, establish facts, and draw valid conclusions ·Ability to formulate new approaches to unsolved challenges and issues ·Solid problem-solving skills, and a high attention to detail ·Be action oriented build and maintain momentum ·Emphasize excellence not perfection
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