Vice President Of Customer Success Operations (Remote)

JAGGAER is leading the Autonomous Commerce revolution, a self-governing B2B commerce experience between buyers, suppliers, things (IoT), and partners. Leveraging AI and machine learning, our intelligent procurement solutions provide enterprise buyers and suppliers with smart-match recommendations that align buyer needs with supplier capabilities. Our solutions autonomously execute many repetitive, behind-the-scenes tasks to facilitate enterprise commerce. We are over 1,250 employees strong, all focused on Customer Success. For more information, visit www.jaggaer.com 

 We are seeking a Vice President of Customer Success Operations to play a pivotal role in optimizing our Customer Operations functions. As VP, Customer Success Operations, you will be responsible for designing, implementing, and centralizing processes, tools, and strategies to ensure exceptional customer experiences and long-term satisfaction.

Responsibilities:

• Leadership and Team Management:
  • Lead and manage a team to plan and execute project-based initiatives aimed at enhancing the efficiency and effectiveness of the Customer Success teams and overall business.
• Processes and Methodology:
  • Collaborate with cross-functional leaders to define and develop customer journey and Customer Success methodology. This includes shaping the overall strategy and approach, organizing & tracking activities, and operationalizing the methodology.
• Strategic Planning:
  • Work closely with the Customer Success Senior Leadership team to prepare information and analysis for strategic planning. Drive the execution of key initiatives crucial to business success, actively participating in change management programs.
• Reporting:
  • Establish robust reporting mechanisms and frameworks to track Customer Success performance metrics, KPIs, and key business drivers. Provide actionable insights and recommendations for informed decision-making, contributing to improvements in customer onboarding, retention, advocacy, and overall experience.
• Tools:
  • Oversee the selection, implementation, and optimization of Customer Success technologies, CRM systems, and tools. Ensure seamless integration with other business systems to support Customer Success Operations and enhance overall productivity.
• Training and Enablement:
  • Partner with Customer Success leadership to develop training programs, materials, and resources. Enable Customer Success teams to adopt customer journey and service maturity releases effectively.
• CS Senior Leadership Team:
  • Serve as a valuable member of the CS Senior Leadership Team, offering insights and recommendations for the designated area of responsibility and the broader Customer Success function. Continuously pursue best practices to elevate the professionalism and effectiveness of the entire Customer Success team.
• Collaboration:
  • Lead the development of a high-performing Customer Success Operations team, fostering a culture of collaboration, innovation, and excellence. Collaborate closely with Customer Success leadership, finance, sales, and other departments to align Customer Success Operations with overall company goals.

What You Will Bring:

• Bachelor’s degree in Business, Technology, or a related field.
• 10+ years of progressive experience in Customer Success Operations or related roles.
• Demonstrated leadership experience with the ability to lead and inspire cross-functional teams.
• Strong background in designing and implementing scalable and efficient Customer Success processes.
• Experience with customer segmentation, onboarding, adoption, and ongoing support.

WHAT WE OFFER:

We strive to support our employees & their families. Your health & well-being are essential. JAGGAER offers a variety of programs to help you manage your overall wellness and be your best self. At JAGGAER, you’ll find great medical plans, adoption benefits, wellness reimbursement, generous parental leave, 401(k) match, a flexible work environment, no limit on vacation days for exempt employees, and much more!

OUR VALUES:

Our values are at the core of who we are at JAGGAER. You will see these values entrenched in how we support our customers, work with team members, build our products, and in the culture we’ve created.

Be Collaborative: Foster a culture of mutual respect, working effectively and productively with others, and sharing responsibility for team success.

Be Accountable: Take ownership, learn from challenges, be proactive, and rise above one’s circumstances to achieve the result.

Be Adaptable: Embrace change, encourage innovation, and remain effective when experiencing major change.

EEO:

JAGGAER is a proud equal opportunity/affirmative action employer supporting workforce diversity. We do not discriminate based upon race, ethnicity, ancestry, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), marital status, caregiver status, sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, genetic information, military, or veteran status, mental or physical disability, or other applicable legally protected characteristics.

ACCESSIBILITY:

JAGGAER is committed to providing access and reasonable accommodation to applicants. If you are a qualified individual with a disability or a disabled veteran and you think you may require an accommodation for any part of the recruitment process, please send a request to: hr@jaggaer.com All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.

Pay Transparency Nondiscrimination Provision (dol.gov)

Know Your Rights: Workplace Discrimination is Illegal (dol.gov)