Vice President Of Client Experience - Hybrid

Company Description

ISAAC partners with North American fleets to provide a user-friendly solution that simplifies trucking. Focused 100% on the trucking industry, we help carriers overcome challenges, while boosting driver happiness. With proven system reliability and system integration capabilities driven by our open platform, our solution helps your drivers and back-office team work smoothly.

For more information, visit www.isaacinstruments.com.

Job Description

ISAAC seeks a Vice-President of Client Experience focused on ensuring client success and satisfaction. Your mission is to enhance client satisfaction, drive renewal rates, and foster long-term loyalty to our brand. Your focus includes increasing recurring revenue, upselling, and improving the overall value proposition for our clients. You'll also secure positive client references, by leveraging satisfied clients to advocate for our products and services. As a driving force for ISAAC’s Client Experience team, you will foster collaboration, and empower colleagues to deliver exceptional results, driving ISAAC's success and exceeding client expectations for sustainable growth. Let’s keep the wheels turning!

Responsibilities

• Create and maintain relationships with referenceable clients through business reviews, training, etc.
• Develop overarching strategies to ensure clients receive quality, cost-effective services and an effortless experience
• Ensure a high level of Client health with the current metrics available
• Look for the opportunity to grow the use of our solution for our North American client base
• Stay abreast of the latest innovations in the trucking industry
• Identify the main risks and bring them to the attention of the COO
• Track Client Satisfaction (CSAT) and Net Promotor Score (NPS) metrics, and maintain a call-to-action playbook for addressing client issues
• Manage a client reference system
• Assess, maintain, or amend best business practices and metrics (project KPI)
• Ensure the full utilization of current tools and systems and enhance efficiency
• Lead and inspire colleagues by embodying ISAAC's values while maintaining alignment with objectives, considering both organizational and personal welfare, and demonstrating courage, adaptability, and grit
• Collaborate in defining objectives, strategies, and tactics (OST) and ensure effective management of operations and changes to achieve them
• Optimize the use of human, financial, technological, and informational resources while being transparent and accountable for the results
• Recruit, onboard, train, develop, and retain the best talents to foster collective success and enable colleagues to achieve their ambitions

Qualifications

• Bachelor’s degree in business administration or related field
• Ten years of successful management experience, leading teams to achieve goals
• Strong strategic vision combined with hands-on skills in execution, project recovery, and goal attainment
• Fluent in both French and English
• Proficiency with the MS Office Suite
• Available to travel, mainly across North America (5-8%)
• Valid passport.

Asset

• Active member of one or more North American Trucking Associations
• In-depth understanding of the trucking industry
• Knowledge of Salesforce and Gainsight.

Additional Information

Collaborators are at the center of ISAAC’s interests and values. This explains the numerous benefits of working at ISAAC, namely:

• varied career opportunities
• a stimulating work environment focused on innovation
• enthusiastic and collaborative teams
• competitive salaries and benefits promoting work-life balance: a complete group insurance plan, group RRSP, an EAP, flexible hours, 4 weeks of vacation, etc.
• various social activities and free snacks and coffee every day.