Svp, Services

Icims Holmdel , NJ 07733

Posted 3 weeks ago

Job Overview:

The Senior Vice President, Services is responsible for driving revenue retention and renewal rates for our customer base while ensuring an exceptional customer experience, in partnership with cross functional stakeholders across Sales, Marketing, Finance and Labs. This position will report into the Chief Revenue Officer and partners closely with the Chief Customer Officer.

About Us:

iCIMS is a high-growth Software-as-a-Service (SaaS) company headquartered in Holmdel, NJ. Eight-times voted a Best Place to Work by NJBIZ and #16 on Glassdoor's 2019 Best Places to Work list, we are the industry's #1 recruitment software provider, delivering technology that supports approximately 4,000 contracted customers around the globe. Dedicated to maintaining an inclusive, inspirational and innovative work environment, and committed to our consistent growth, we have a wide range of opportunity for career advancement within our organization. Come grow with usapply today!

Responsibilities:

Strategy:

  • Build a best in class services organization inclusive of professional services, customer success, technical support and helpdesk.

  • Define and drive the services vision, objectives and strategies across the Services organization to deliver industry leading customer retention, renewal rates, and implementation times .

  • Build and deliver consistent, repeatable and compliant telemetry for business management of the services organization

  • Successfully executes services strategies and implements services practices through multiple layers of the services organization to exceed annual targets.

  • Convey the voice of the Services (both prospect and customer) to internal stakeholders to appropriately influence product road map and product/market fit.

  • Ensure that the Voice of Customer is incorporated into all Services strategies and actions

  • Develop a vision for cultural accountability to increase customer loyalty and return o investment (ROI) in Services investments

Operations:

  • Influence a Customer-centric culture by driving cross-departmental collaboration and alignment towards optimal customer experiences.

  • Proactively partner with leaders across the business on innovative initiatives that will have a positive impact on the Customer Experience

  • Champion process change and change management across the Services organization and in alignment with cross-functional stakeholders

  • Monitors services management practices and programs to ensure consistency across teams and geographies, along with on-time delivery and overall customer satisfaction & retention.

  • Fosters an environment of services excellence and the consistent application and kaizen of services practices.

  • Assist the Professional Services team on escalated issues and deals with customers in a professional and effective manner

  • Provide feedback and proposes solutions regarding service failures or customer concerns

  • Ensure timely and appropriate training programs are administered to client organizations to enhance their customer experience and knowledge of the software

  • Engage key Customers to retain and grow successful, profitable Customer relationships.

  • Act as a representative of the Company at industry affiliations, functions, events, etc.

Team Leadership:

  • Support direct reports and Services leadership team in leading customer-centric and Services oriented organizations

  • Lead and inspire high performing Services management and teams to achieve goals through open, honest, and transparent communication.

  • Lead and mentor both direct and indirect reports in a matrixed environment with the goal of improving their professional expertise to better serve business initiatives.

  • Focus on leveraging the talents and interests of the team to further company objectives.

  • Work effectively as a team member with other members of management.

  • Manage team members' performance including formal reviews, establishing departmental and individual objectives and performing applicable assessments.

  • Ensure a fun, dynamic work environment & build merit-based culture which appeals to top talent.

  • Create a high-performance environment where business is conducted with integrity at all times and behavior aligns with iCIMS' core competencies and practices.

Metrics:

  • Establish metrics for defining customer relationships, and ensure a unified approach to understanding customer trends and analysis to take appropriate action

  • Ensure adequate oversight and investment in "value add" experiences for our customer base

  • Hold leaders and teams accountable to deliver in line with key metrics and deliverables

  • Provide reporting and metrics to Executive leadership on the progress against set Services strategy and objectives

Qualifications:

  • 8+ years of cross-functional experience in a SaaS environment understanding the full customer journey through all pre-and-post sale points of engagement.

  • Expert-level business knowledge of internal strategies and processes that enable our customer experience.

  • Executive presence to credibly engage senior level executives (internal and external).

  • Diplomacy skills ability to deescalate/diffuse high-tension business interactions and cross-functional issues that may adversely affect the customer experience.

  • Customer Service aptitude, with an ability to motivate, inspire, and manage through influence.

EEO Statement:

iCIMS is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other characteristic protected by law.

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Svp, Services

Icims