Director of Customer Satisfaction and Care Success

Vyvo Technology is a wholly owned subsidiary of a US global wellness technology company at the forefront of the Digital Health industry. Our products combined with our AI technology and proprietary bio-metric data platform empowers our customers, encourages their wellness-centered lifestyles and equips them to participate in the emerging digital health world.

As a leading high-tech US wearable device company, with feature rich patented products and services, Vyvo Technology seeks a Director of Customer Satisfaction and Care Success to lead the delivery of front-line customer service, inspiring and encouraging staff to always provide the highest standards of service and to promote good customer service throughout Vyvo and to work with senior management to identify short- and long-term goals for the company and determine what role your department can play in improving customer relationships, satisfaction, and company response time to issues. You will hire and oversee the training of new department employees, conduct performance reviews, and analyze customer service feedback, and work to develop and improve your department’s customer service strategies and provision.

Position Overview:

Given our business model, where our customers pay for our products and services, customer success is absolutely vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our service. As such, we need a senior executive to own driving success for our customers. This role includes responsibilities for Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.). This is a senior role, reporting to the Chief Executive Officer.

Responsibilities:

• Drive Customer Satisfaction- Success Outcomes
• Increase renewal rates and reduce churn.
• Expand our revenue in accounts through cross-sell and up-sell
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Drive new business growth through greater advocacy and reference-ability
• Define and Optimize Customer Lifecycle
• Map customer journey
• Develop listening points in journey (e.g., usage, satisfaction, etc.)
• Standardize interventions for each point in journey
• Define segmentation of customer base and varying strategies
• Identify opportunities for continuous improvement
• Learn from best practices in industry
• Drive Customer Success Activities, Onboarding, Training, Professional Services, Customer Support and Customer Success Management
• Renewals, Cross-sell / Up-sell advocacy
• Measure Effectiveness of Customer Success
• Define operational metrics for team
• Create a cadence to promote team collaboration
• Compile metrics for the executive team and board
• Lead World-class Customer Success Team
• Recruit experienced leaders for each functional role
• Attract high potential individual contributors into team
• Create rapid onboarding process for new team members
• Foster collaboration within team and across customer lifecycle
• Encourage continuous learning within team
• Enhance Effectiveness and Efficiency Through Technology:
  • Support systems
  • Customer marketing software
  • Reference and advocacy solutions
  • Customer Success Management platform
  • Metrics tracking
• Inspire Customer Success Across Company
• Create company-wide culture of Customer Success
• Align with Marketing around marketing to existing clients
• Align with Product around driving product roadmap
• Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
• Align with Finance around measurement and forecasting
• Align with Executive Team around key metrics and objectives
• Drive company-wide definition of ideal customer
• Create company-wide customer feedback loop

Required Experience/Skills:

• 5 years’ experience in leading customer-facing organizations
• Ability to manage influence through persuasion, negotiation, and consensus building
• Ideally combined background of post-sale and sales experience
• Strong empathy for customers AND passion for revenue and growth
• Deep understanding of value drivers in recurring revenue business models
• Analytical and process-oriented mindset
• Demonstrated desire for continuous learning and improvement
• Enthusiastic and creative leader with the ability to inspire others
• Excellent communication and presentation skills
• Relevant Bachelor’s degree. Certification and membership of a professional institute such as the Customer Service Institute of America is a plus.