Vice President, Customer Success

The Vice President, Customer Success will report directly to the President & Chief Executive Officer. This position leads a team of 200 and provides leadership to the Customer Success and Delivery functions to exceed the expectations of our customers. You will play a crucial role in driving customer retention, expansion, and overall business growth. Your primary focus will be on building strong relationships with our customers, understanding their needs, and ensuring they derive maximum value from our products and services.

Responsibilities:

• Lead multiple Customer Success functions, including Customer Knowledge/Call Center and Support for Products and Services, Digital Customer Experience and Customer Training.
• Build consensus across multiple departments and locations and influence peers and teams so they understand and follow strategic direction in support of customer operations—all with a customer-centric approach
• Foster a continuous coaching environment to maximize individual and team performance. Identify and develop high performers for growth within the Customer Success umbrella, or across other functional areas within the company
• Drive business efficiencies in support of organizational growth while maintaining a best-in-class customer experience with the company’s product families
• Establish the vision for driving scalability of Customer Support infrastructure (organizational design, processes, workflows, and technologies) to fully optimize customer and employee retention. Identify new progressive technologies that can improve customer experience.
• Closely monitor feedback surveys and other avenues of customer input to identify trends and opportunities to advance the Customer Journey. Launch cross-functional collaboration to ensure the functionality most important to customers is integrated into product and service offerings. Operate as the ultimate escalation point, including conducting on-site customer visits
• A leading voice and a key collaborative position across the organization, interfacing daily with key stakeholders (Sales, Product Development, Product Marketing, Product Management, Marketing, etc.) to set the strategy for necessary migrations of customers to new and/or enhanced solutions.
• Drive Customer Support leadership to educate employees and customers on new releases. Ensure all relevant parties are positioned to effectively and quickly execute and absorb product and organizational changes.
• Track, monitor, report and address key Customer Support metrics; continuously assess and pull the right levers to improve performance, customer satisfaction scores and reduce customer churn
• Identify improvements/efficiency gains/automation efforts relative to the ongoing customer journey. Foster a continuous improvement environment with a focus on evolving operational strategies and performance measures as the business grows both organically and via acquisition
• Initiate internal process and/or system improvement strategies that enable continued growth and the ability to better service customers
• Manage staff planning, recruitment, performance management, work assignments, training, mentoring, career development, and recognition.
• Responsible for business planning and proposals, operating budgets, and financial terms/conditions of contracts for both internal and external customers
• Stay up to date with industry trends, best practices, and innovations in Customer Success, and apply them to continuously improve our Customer Success programs

EXPERIENCE, SKILLS & CAPABILITIES

• Successfully led operations with demonstrable experience building best-in-class Customer Success functions for SaaS based businesses and hardware implementations across North America
• Demonstrated success leading organizations known for outstanding performance and an outstanding customer experience. Can lead in a company with revenue sub - $500M, and can build the plan to grow beyond.
• Strong financial acumen. Ability to set and tightly manage to metrics. Demonstrated ability to drive operational excellence through rigorous cost management, systems development, process improvements, and efficiency
• Leads from the front—a true team leader that motivates and inspires teams to operational excellence. Proven experience in setting goals and leading a team to drive high customer satisfaction and success. Successful track record of recruiting and fielding an "A" team through hiring and internal development programs. Demonstrated success managing and partnering with geographically dispersed teams and services. Believes in being the ‘head coach’.
• Possess a mix of analytical and creative skills to find innovative solutions for customers and the business while providing world-class service
• Metrics driven
• Customer centric – a passionate customer advocate who can balance the business needs with how to delight our customers.
• Demonstrated success partnering and collaborating internally and externally with executive level management, and with all functions of an organization
• Excellent communication and presentation skills, both written and verbal. Possesses a command for communicating complex ideas into simple and understandable concepts.
• Bachelors and MBA preferred

Vontier is a $3B global industrial technology company focused on smarter transportation and mobility. Our six operating companies—Gilbarco Veeder-Root, Global Traffic Technologies, Teletrac Navman, Matco Tools, Hennessy Industries, and DRB Systems—are united by a powerful purpose: mobilizing the future to create a better world. Our portfolio of trusted brands includes market-leading expertise in mobility technologies, retail and commercial fueling, fleet management, telematics, vehicle diagnostics and repair, and smart cities. Vontier’s pioneering solutions advance safety, security, efficiency, and sustainability worldwide.

Energized by our shared purpose and values, we have a strong culture shaped by a deep organization-wide commitment to inclusion, diversity, and equity (ID&E) and environmental, social, and governance (ESG). Eight vibrant global employee resource groups serve as powerful focal points for connection, community, and advocacy, and we actively support community causes through Vontier Cares. We offer flexible remote and in-person, open-space work options.

"Vontier Corporation and all Vontier Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity or expression, and other characteristics protected by law."

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