What are the responsibilities and job description for the VP - Customer Success position at GreyOrange?
About the job
At GreyOrange, we develop leading-edge fulfillment technology that gets the right product to the right place at the right time. In today’s age of immediacy, where customers expect to receive their order right away, retailers must take a completely new approach to compete. By leveraging AI, robotics and machine learning, GreyOrange transforms how businesses fulfill orders and keep promises to their customers. GreyOrange is a global company with core operations in the Americas, Europe, Japan, S. Korea and India. We apply modern thinking and technology to solve today’s fulfillment challenges – and we’re looking for modern minds to join us.
ROLE: VICE PRESIDENT - CUSTOMER SUCCESS MANAGEMENT
Location: USA - Remote, Full-Time
Level: Vice-President
We are looking for a Vice President - Customer Success Management to join our team. In this role, you will be responsible for all of GreyOrange’s customer success strategy and execution across our global accounts. You and your team will own driving customer goals, product utilization, and revenue expansion by ensuring the engagement, success, retention, and growth of GreyOrange’s customers.
This position will be part of the GreyOrange Leadership team and will report to the VP of Customer Success (part of the GreyOrange Executive team).
What you will be doing
Oversee GreyOrange’s Customer Success approach, strategies, cross-functional initiatives, processes, and deliverables, from idea to execution. Strategy will be based on a sound analytical approach, metrics and alignment with business plans
Leading, expanding, and mentoring the Customer Success team according to business needs and goals
Ultimate ownership of your team’s outcomes, including customer health score, expansion lead generation and revenue, retention, renewals and advocacy
Driving customer lifetime value by deploying programs to help drive business value with customers; collaborating across teams to identify and pursue expansion opportunities within our existing customers
Anticipate business value concerns, poor ROI and other obstacles to communicate and problem-solve internally
Partnering closely with our sales teams to engage with leaders at existing customers to define goals and leverage our products and services to achieve them
Collaborate closely and conduct in person business reviews with C-level decision makers and other relevant stakeholders.
Build and nurture closer C-level relationships across top accounts to solidify our partnership and commitment to the customer while penetrating the account deeper
What you should have
10 years relevant work experience in customer success, account management or strategy consulting roles – more specifically in “high-touch” customer engagement models
Enterprise B2B SaaS experience preferred – implementing and supporting technology solutions
Demonstrated success in consistently delivering revenue numbers against a quarterly/ annual quota, producing accurate forecasts and balancing other business goals
Willingness to take personal risks, create opportunities to go above and beyond
Demonstrated strong leadership skills, high emotional intelligence and excellent business judgment
Ability to hire and lead a revenue and retention-focussed customer success team of 20
Ability to thrive in a cross-functional environment while juggling multiple responsibilities
Talent for synthesizing complex ideas and communicating them in a way that others can easily understand
Strong business/financial acumen, excellent written, verbal and presentation skills
Willingness to travel up to 30%
Bachelor’s Degree in Business or Engineering. Master’s Degree / MBA is preferred.
What you may have
Deep experience in either of the following fields: supply chain, logistics, warehouses, industrial automation
Expertise and/or passion around retail or consumer products industries
Experience in building Customer Success playbooks/processes from scratch
Equal Opportunity Employer
Grey Orange Inc. is an equal employment opportunity employer. The company’s policy is not to discriminate against any applicant or employee based on race, colour, religion, national origin, gender, age, sexual orientation, gender identity or expression, veteran status, marital status, mental or physical disability, and genetic information, or any other basis protected by applicable law. Grey Orange also prohibits harassment of applicants or employees based on any of these protected categories.
At GreyOrange, we develop leading-edge fulfillment technology that gets the right product to the right place at the right time. In today’s age of immediacy, where customers expect to receive their order right away, retailers must take a completely new approach to compete. By leveraging AI, robotics and machine learning, GreyOrange transforms how businesses fulfill orders and keep promises to their customers. GreyOrange is a global company with core operations in the Americas, Europe, Japan, S. Korea and India. We apply modern thinking and technology to solve today’s fulfillment challenges – and we’re looking for modern minds to join us.
ROLE: VICE PRESIDENT - CUSTOMER SUCCESS MANAGEMENT
Location: USA - Remote, Full-Time
Level: Vice-President
We are looking for a Vice President - Customer Success Management to join our team. In this role, you will be responsible for all of GreyOrange’s customer success strategy and execution across our global accounts. You and your team will own driving customer goals, product utilization, and revenue expansion by ensuring the engagement, success, retention, and growth of GreyOrange’s customers.
This position will be part of the GreyOrange Leadership team and will report to the VP of Customer Success (part of the GreyOrange Executive team).
What you will be doing
Oversee GreyOrange’s Customer Success approach, strategies, cross-functional initiatives, processes, and deliverables, from idea to execution. Strategy will be based on a sound analytical approach, metrics and alignment with business plans
Leading, expanding, and mentoring the Customer Success team according to business needs and goals
Ultimate ownership of your team’s outcomes, including customer health score, expansion lead generation and revenue, retention, renewals and advocacy
Driving customer lifetime value by deploying programs to help drive business value with customers; collaborating across teams to identify and pursue expansion opportunities within our existing customers
Anticipate business value concerns, poor ROI and other obstacles to communicate and problem-solve internally
Partnering closely with our sales teams to engage with leaders at existing customers to define goals and leverage our products and services to achieve them
Collaborate closely and conduct in person business reviews with C-level decision makers and other relevant stakeholders.
Build and nurture closer C-level relationships across top accounts to solidify our partnership and commitment to the customer while penetrating the account deeper
What you should have
10 years relevant work experience in customer success, account management or strategy consulting roles – more specifically in “high-touch” customer engagement models
Enterprise B2B SaaS experience preferred – implementing and supporting technology solutions
Demonstrated success in consistently delivering revenue numbers against a quarterly/ annual quota, producing accurate forecasts and balancing other business goals
Willingness to take personal risks, create opportunities to go above and beyond
Demonstrated strong leadership skills, high emotional intelligence and excellent business judgment
Ability to hire and lead a revenue and retention-focussed customer success team of 20
Ability to thrive in a cross-functional environment while juggling multiple responsibilities
Talent for synthesizing complex ideas and communicating them in a way that others can easily understand
Strong business/financial acumen, excellent written, verbal and presentation skills
Willingness to travel up to 30%
Bachelor’s Degree in Business or Engineering. Master’s Degree / MBA is preferred.
What you may have
Deep experience in either of the following fields: supply chain, logistics, warehouses, industrial automation
Expertise and/or passion around retail or consumer products industries
Experience in building Customer Success playbooks/processes from scratch
Equal Opportunity Employer
Grey Orange Inc. is an equal employment opportunity employer. The company’s policy is not to discriminate against any applicant or employee based on race, colour, religion, national origin, gender, age, sexual orientation, gender identity or expression, veteran status, marital status, mental or physical disability, and genetic information, or any other basis protected by applicable law. Grey Orange also prohibits harassment of applicants or employees based on any of these protected categories.
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