Vice President, Customer

Atlanta, GA, United States

Simply Business is more than our name. It's how we approach insurance: Make it clear. Make it simple. Make it affordable. By combining exceptional talent, technology, data, and knowledge, Simply Business is the go-to online insurance brokerage that protects small businesses and the entrepreneurs who work hard to build them.

We want team members who have the drive to challenge boundaries. If you're smart and passionate about delivering brilliant customer experiences, we'd love to hear from you.

Reporting to the US Chief Executive Officer and as a member of the US Executive team, the Vice President of Customer will be responsible for steering Simply Business' newly established Customer function to deliver an excellent customer experience that creates customer value and drives growth in alignment with Simply Business' long range strategy.

You will lead our Customer Solutions Center (Sales & Customer Service), customer retention, customer lifecycle management, and nurture a culture of customer centricity & advocacy within Simply Business. The right candidate will have extensive experience building, scaling and leading similar organizations in high growth tech companies.

Key responsibilities:

Defining and implementing a strategy to improve customer experience, sales, service, engagement and retention to deliver both customer value & profitable business growth.

Translating your strategy into an actionable plan and liaising with our Product & Technology teams to build solutions that drive operational efficiency while delivering customer value.

Leading our US Customer Solutions Center (100+ employees), retention and customer lifecycle management teams.

Being a customer champion, driving our VoC program and influencing internal stakeholders by promoting a customer-centric mindset across the organization.

Fostering tight collaboration with Marketing and Partnerships to help design and execute successful customer lifecycle campaigns.

Defining and building a set of core metrics that monitors success across the customer lifecycle, including CSAT, NPS and more.

As a member of the US Management Team, leverage functional, strategic and leadership expertise to contribute to crafting the strategic direction of the US business.

What we are looking for: 10+ years of experience in a leadership position building and leading Customer Operations or Customer Success functions in high growth technology organizations. Prior insurance or financial services experiences a major plus

Proven ability to achieve and surpass customer service, retention and revenue expansion targets, as well as customer engagement / satisfaction metrics.

Highly inspirational and disciplined leader who inspires and optimizes effectiveness among diverse teams while they embody our core Simply Business values

The ability to think strategically and enjoy translating strategy into execution

Action oriented but maintains highly-collaborative working relationships with others in a cross-functional organization

A data-driven decision maker, with a willingness to experiment and iterate.

What are the benefits?

Here are some of the great benefits and perks that come from being a Simply Business employee:

• A salary that reflects your experience, our pay policy, and the market we're in from your first day

• Group plan for medical, dental, vision, and prescription drug coverage

• Short term disability, long term disability, and life insurance coverage

• Participation in the Company's bonus program

• Participation in 401(k) plan with a 5% employer match

• Commuter benefits to help cut down on parking and public transit costs

• 25 days of vacation time plus 10 sick days and 10 company holidays

• A genuine investment in your learning and development

• Annual company trip, regular outings, and volunteer opportunities

• An awesome WeWork office with cold brew coffee and other beverages on tap, local pop-up events, and more

Simply Business is an equal opportunity employer. We're committed to welcoming and helping to grow employees within an inclusive & diverse culture. And that commitment starts with our interview process.

Once you apply, your info will be reviewed in a committee with employees from different levels, teams, and experiences. We pride ourselves on fostering a sense of community, which is only made stronger by each individual at SB, so you'll have the opportunity to meet a variety of people throughout the process. Get excited!

Want more info on working at Simply Business? Check out our careers page: https://www.simplybusiness.com/careers/

What's going on with work from home and return to the office?

At Simply Business, we've shifted to a hybrid working model, meaning we have employees working virtually and in the office at any given time. That means our SBers have more choice and greater flexibility to work in a way that's best for their particular job, their teams, and their lives.

There are times when working together in person is the best way to get things done. We know that taking time for in-person connections in our hubs (that's what we call our offices) contributes to our community and our culture - it's what makes SB great and helps us stand out, which is one reason why we were listed on BuiltIn's Best Places to Work in Boston for 2023! It also helps to accelerate trust, collaboration, and innovation, which in turn leads to better results and customer outcomes. We expect our SBers to connect in their hubs at least four times a month. That said, there's no one-size-fits-all solution, so we expect all SBers and their teams will find the operating rhythm that works best for them.

If you're wondering what it might be like for you at Simply Business, our Talent Acquisition team is happy to answer any questions.

Most of our interviews will still take place over Zoom; however, depending on the role, there may be the opportunity/expectation to meet members of the team in-person. If it looks like you could be a good fit for the role, we'll ask you to interview on Zoom first regardless - you'll need WiFi and a laptop, or a 4G-enabled smartphone. If you don't have access to either of these, or you need support with your application, get in touch with us at [email protected].

Please email us with any questions or if you want to pause your application for a bit - we'll be happy to keep you updated on future opportunities like the one above.