LearnExperts – Vice President Customer Success - We are excited to announce this position has been Filled

 

At LearnExperts we are passionate about customer adoption and learning. We have been building award winning innovative learning programs for over 20 years and have helped $100M, $500M, $1B, and $100B companies scale and grow.

 

We will not be successful unless our customers are receiving value from our service. As such, we need a senior executive to own driving success for our customers. The successful candidate for VP Customer Success will be responsible for Customer Implementation, Customer Support, Customer Success Management, Renewals and advocacy as well as establishing and tracking key metrics across these areas.  The VP of customer success will be responsible to drive customer success outcomes with a focus on new customer implementations, increasing renewal rates and churn reduction, cross-sell, upsell, driving new business growth through greater advocacy and reference-ability and influencing customer value through higher product adoption, client satisfaction and overall health scores.

 

The VP will lead the definition and optimization of the LearnExperts customer lifecycle including, implementation through deployment of the LearnExperts solution, creation of a standard customer journey map, develop listening points in the journey with standard interventions and governance model.  He / She will define segmentation of the customer base and varying strategies to identify opportunities to deliver continuous improvement, leveraging best practises in the industry.  He / She will also be an executive resource and SME working closely with our clients to develop adoption and client success roadmaps. The VP will be a pivotal member of the LearnExperts Executive team, reporting to the Chief Executive Officer.

 

Additional Responsibilities:

  • Enhance Effectiveness and Efficiency Through Technology through experience with CSM platforms, support systems, customer marketing software, reference and advocacy solutions

  • Inspire Customer Success internally and help create a company-wide culture

  • Align marketing to existing clients

  • Align with Product around driving product roadmap

  • Partner closely with Sales & Delivery 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 forecasting, key metrics and objectives

  • Frequent sales and informational presentations to customers and other key stakeholders about LearnExperts value proposition and programs.

Required Experience/Skills:

  • 10+ years’ experience in tech ed industry - education services and products; with software services sales (Education / Consulting specialization &/or SaaS preferred)

  • 10+ years’ experience in customer needs assessment and complex scoping / solution experience with proven ability to create, innovate and deliver upon custom requirements and enterprise needs

  • Experience with COE (internal & external) development and ongoing understanding of the customer success marketplace, current trends, and best practices with active membership and participation in industry organizations.

  • 5+ years experience in leading customer-facing organizations

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

  • Services sales and delivery background

  • 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 with exceptional decision making and problem-solving skills

  • Strong organizational skills and excellent at follow up and attention to detail.

  • Excellent facilitation, presentation, influencing and communication skills

  • Travel required

  • Bachelor’s Degree in a related field

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