Vice President Of Customer Success

Jenzabar Boston , MA 02298

Posted 4 weeks ago

The Vice President of Customer Success will be responsible for ensuring that Jenzabar is meeting every need of our customers; act as a trusted adviser for our customers and Customer Success Staff; develop a deep understanding of customers' institutions and their technology needs; and align our solutions with those needs. He/She will be responsible for the innovation of new service creations to build services revenue. This leader and their extended team will have a material responsibility for ensuring customer adoption and happiness, as well as growing and renewing Jenzabar's Services and Managed Services offerings. The Vice President of Customer Success ensures that our customers understand, internalize and experience the value of our product and service throughout the duration of their journey with Jenzabar.

Essential Tasks

  • Responsible for leading Jenzabar's Professional Services (Implementation & Training), Learning Center and, Managed & Technical Services and Support Departments.

  • Will be responsible for creating revenue growth in the services area.

  • Responsible for planning, developing and managing customer projects; includes determining all projects' schedule, scope and budget

  • Responsible for generating new Managed Services accounts and opportunities; drive revenue growth by identifying & qualifying expansion opportunities

  • Ensure internal Customer Success departments are aligned in order to maximize the Customer experience

  • Collaborate with key internal partners including Product Development and Sales to streamline processes and offerings in order to maximize customer success

  • Build deep relationships with Customers to understand their business objectives and desired outcomes

  • Responsible for tracking and maintaining customer happiness, service level performance, contract compliance and financial performance

  • Analyze Jenzabar Customer Service operations and revise operations to maximize Customer success

  • Drive Customer Success outcomes by increasing renewal rates and reducing churn

  • Drive new business growth of Jenzabar's Customer Success Services

  • Standardize interventions before losing customers (At Risks)

  • Identify opportunities for continuous improvement

  • Management of all customer facing documentation

  • Manage Customer Success Activities to Increase Customer Satisfaction

  • Inspire Customer Success across the company

  • Create company-wide culture of Customer Success

  • Align with Executive Team around key metrics and objectives

  • Aid in development of new Software and Services based on customer needs

  • Understand competitor products and the market, and the Higher Education Industry while working with the Product Marketing department.

  • A willingness to travel up to 50% or more

  • 8+ years experience in leading customer-facing organizations

  • Ability to manage influence through persuasion, negotiation, and consensus building

  • Strong empathy for customers AND passion for revenue and growth

  • 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

  • Undergraduate degree in Information Technology, Information Systems, or similar program or equivalent experience

  • 15+ years in a customer success, consulting or customer support-type role

  • Proven success in the management and direction of Customer Success teams in a Software/Technology company

  • Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including at the C-level

  • Higher education experience required

Medical Insurance, Life Insurance, Dental Insurance, Vision Insurance, Paid Vacation, Paid Sick Days, Paid Holidays, Short Term Disability, Long Term Disability, 401K/403b Plan, Educational Assistance


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Vice President Of Customer Success

Jenzabar