SVP, Customer Success

Austin, TX, United States

Job Overview

The SVP, Customer Success drives the operational strategy and has input into the strategic direction of the customer experience through oversight of our Customer Success Management and Technical Account Management teams responsible for Post Implementation product adoption and value realization support for Commercial, Enterprise and Strategic customers. The SVP, Customer Success consults on strategic initiatives and opportunities in partnership with key internal stakeholders (including Sales, Account Management, customer retention and Technology) to drive innovation and value for iCIMS customers. The SVP, Customer Success is recognized as an influential leader within and outside the organization, consistently working with abstract ideas or situations across functional areas of the business. An ideal candidate will have a strong Customer Success background across multiple geographies on a global basis with enterprise customers. The SVP, Customer Success reports to the Chief Operating Officer.

About Us

When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We’re passionate about helping companies build a diverse, winning workforce and about building our home team. We're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs.

Responsibilities

Collaborate with the COO to establish the vision and strategy to drive world class excellence within Customer Success teams

Develop and implement short and long-term strategic plans to meet key business objectives including increasing renewal rates , product adoption and reducing churn, identifying opportunities for up-sell to drive revenue growth, and support new business growth through greater customer advocacy and reference-ability

Lead the Customer Success team by providing vision, planning and prioritization for team resources and delegating and assigning projects, duties, and objectives

Offer vision and guidance to consistently evolve the maturity of iCIMS best practice

Consult on strategic initiatives and opportunities to drive innovation and value for customer

Partner with key internal stakeholders (including Sales, Account Management and Technology) to drive a seamless and continuously improving experience for internal and external customers

Partner with the COO, Services, Technical Support and Revenue operations to provide strategic and operational guidance to drive innovation and value for customers

Focus on the performance, culture and overarching processes to ensure they are aligned with corporate and customer objectives and provide the best customer experience and consistently achieve productivity, SLA performance and customer satisfaction targets

Oversee the improvement of process efficiencies within the project methodology

Focus on building and improving process efficiencies within the Customer Success team to drive Customer Experience Second to None

Assume a leadership role in the development and management of Resource Allocation, Project Scope, and issues

Assist with the development of new project related iCIMS Services

Work closely with other team members on various projects and initiatives

Establish and maintain relevant controls and feedback systems to monitor the operation of the department

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

Manage considerable P&L responsibility for Customer Success organization

Maintains superior product and process knowledge, staying abreast of new enhancements that will impact the customer adoption and experience.

Stays abreast of market conditions and industry best practices and apply to philosophies and processes, presenting recommendations as necessary for the company to remain competitive• Provide guidance and accountability for Customer Success team members across the customer life cycle

Manage all aspects of performance and development of direct reports and provide situational leadership to a high performing team to encourage engagement and professional growth

Develop and maintain C-level and senior-level customer relationships at key accounts and network with high potential prospect to provide key leadership and oversight

Be an inspirational leader and create a vibrant, inclusive culture that inspires people to do their best work

Foster collaboration and a shared culture within team as well as across the full Services organization

Lead and coach the team, structuring appropriate training and development and eliminating roadblocks to team performance

Partner with Talent team on the acquisition and retention of people resources to fulfill team mission successfully; own the selection process

Partners with Talent Development team on training initiatives to ensure customer success team has optimal knowledge to support our customer effectively

Consistently ensure that business is conducted with integrity at all times and that behavior aligns with iCIMS policies, procedures, and core competencies

Establish and maintain a budget staying within spending parameters

Measure departmental performance by implementing and refining metrics, and reporting to stakeholders as appropriate

Deliver the target financial performance from the accounts (growth in bookings and revenue)

Achieve high customer satisfaction (referenceability, advocacy, Net Promoter, etc.)

Provide effective status updates and dashboards regarding the delivery of the team

Ensure team utilization targets are met

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 strategy and objectives

Qualifications

The ideal candidate should have a minimum 15 years of experience in proven leadership and global enterprise software and services

Minimum of 10 years of customer success experience

Minimum of 7 years of directly managing a team

Exceptional customer orientation focus and success in creating a superior Customer Experience across geographies

In-depth expertise of the Customer Success function along with the ability to understand business strategies, company goals, and external factors affecting governance of company activities

Proven experience scaling a customer success function and teams across geographies to support a growing global enterprise customer base

Demonstrated ability to influence cross-functional partners and upper management to impact decision-making

Must have an ability to think strategically and objectively and effectively translate data into actionable insights/strategies

Highly articulate communicator who can convey important messages in a clear and compelling manner at all levels of an organization internally and externally

Demonstrated track record working with C suite Executives and Boards, equally comfortable addressing large public audiences or senior level customers

Exceptional problem-solving ability, and practical experience in delivering complex solutions in a fast-moving, high-growth global business landscape. Adaptability in pressure situations, and empathy for clients and staff

A self-starter with the demonstrated ability to take initiative, who can proactively identify issues/opportunities and recommend actions

Strong results orientation with a proven track record of flawless execution and strong attention to detail

Strategic analysis/creative problem solving, business judgment and financial acumen are required

Excellent product and process knowledge

Proven success in leading high-performance teams, achieving results through others, and being a strong team player

Ability to organize and manage multiple, and at times competing priorities

Ability to effectively communicate orally and in writing with the Executive Team, management peers, and internal and external customers

Has a contagious and positive work ethic, inspires others, and models iCIMS core competency behaviors

Strong leadership qualities, as well as the ability to inspire and develop a team

Global SaaS support experience preferred

Passion for inclusion and diversity

Travel approximately 30%

Experience using Salesforce and/or other key account management platforms

Education/Certifications/Licenses Required:

BA/BS or equivalent in Technology, Business, Six Sigma or related field

EEO Statement

iCIMS is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS.

We are proud to be an equal opportunity and affirmative action employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you would like to request an accommodation due to a disability, please contact us at [email protected].

Compensation and Benefits

Compensation will be based upon experience.

Competitive health and wellness benefits include medical, dental, vision, 401(k), dependent care, short term and long term disability, life and AD&D insurance, bonding and parental leave, mindfulness resources, an open vacation policy, sick days, paid holidays, quiet hours each workday, and tuition reimbursement. Benefits and eligibility may vary by location, role, and tenure. Learn more here: https://careers.icims.com/benefits