Vice President, Client Success Return Path

The Return Path Experience

Don’t get us wrong, it’s not easy to land a gig at RP. You’re going to have to learn the ins and outs of our business before you even get here. Here’s the good news: only the best and brightest minds in email work here. So, once you’re in, this is a place where you’ll be challenged, inspired, rewarded and transformed. Really, you ask? Yes, really. The Return Path experience is a two-way exchange. We ask you to give us your very best every day. We expect a lot from you. We challenge you with interesting work, stretch assignments, a collaborative work environment and a ton of learning and growth. The pace is fast and furious. In exchange, we give you everything you need to live a happy, balanced life. This includes great pay, open vacation (yup, you heard that right!), great benefits, flexibility and, well, whatever else you need. Everyone is unique and we pride ourselves on not having one-size-fits-all solutions. At Return Path you’re a person, not a title. What’s important in your life right now? Kids, pets, triathlons, tango, karate, yoga, parents, Pilates, pre-natalâ€"we will support you through it all. Give and take. That’s a Return Path career path.

The impact you’ll have at RP

The Vice President of Client Success will design, develop and launch of the newly created Client Success team. Its objective is to establish a multi-tiered global solutions organization that will focus on solving client support and troubleshooting needs so that the account management teams in Sales & Service can focus on relationship management, retention and upselling. This group will work closely with the Product Training and Knowledge Management. The Client Success organization will ensure that we have effective and scalable processes and systems that apply and distribute client intelligence in addition to solving client problems with speed and a hefty dose of WOW. Ultimately, this team will support our client-facing teams to be smart, strategic and efficient in their interactions. Major responsibilities include:

• Develop a suite of Tier 2 support solutions that are aimed at accurately and efficiently resolving client problems
• Develop and nurture a global support culture with hospitality-like standards for proactive outreach, problem solving and the desire to WOW our internal and external clients
• Manage infrastructure to support a client-centric workflow and escalation process including building a ticketing system, metrics and dashboard tools to enable transparency and process management
• Provide guidance and direction to the Client Success organization to improve client retention and satisfaction levels
• Drive the Net Promoter Score as a key measure of success and work closely with the NPS owner on the Marketing team to develop a deep understanding of the drivers of client engagement and satisfaction
• Support our current suite of products and work with the Product Management and Product Marketing teams to design, test and implement newly developed products
• Cultivate an environment of continuous learning and knowledge management for all service and support levels
• Ensure consistency of the client experience among the various teams and extend the Return Path ‘People First’ culture to our clients
• With the support of Finance, Sales Operations, Analytics and Marketing, develop reporting that will keep the company abreast of market conditions, and the health of the client base
• Compile and analyze data to proactively feed the Product Management and Marketing teams to allow for continuous improvement of the product and user interface
• Disseminate information to the Training and Knowledge Management team to allow for continuous improvement and skill upgrade internally

Competencies & Behaviors

• Subject matter expertise: understands duties and responsibilities, has necessary professional knowledge and competencies, has necessary technical skills for position, keeps job knowledge current, seeks out and implements best practices in industry and area of specialty. Functional expertise in the areas of client success/customer care mandatory. Industry expertise optional.
• Communication: communicates well both verbally and in writing, creates accurate and punctual reports, delivers presentations, shares information and ideas with others, has good listening skills, explains abstract/complex concepts to upper and middle management and influence behavior
• Metrics-driven: measures and reports on the effectiveness of sales training programs to ensure the value, integrity and consistency of all training activities
• Quality: is attentive to detail and accuracy, committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems, owns/acts on quality problems
• Global perspective: has a global view and is comfortable and effective working with global partners, understands global markets and international considerations
• Customer focus: Builds customer confidence, is committed to increasing customer satisfaction, sets achievable customer expectations, assumes responsibility for solving customer problems, ensures commitments to customers are met, solicits opinions and ideas from customers, responds to internal customers; constantly anticipate and WOW our internal and external clients
• Process management: promotes the adoption of a process approach when developing, implementing and improving the effectiveness of a quality management system, to enhance customer satisfaction by meeting customer requirements
• Analytic approach:Â you are rigorous and data-driven in your approach and balance data and analytics with a customer-centric point of view

In addition to the above, you must be a good fit at Return Path. To be successful here, you must demonstrate Personal/Professional Growth, Professionalism, Flawless Execution, and Strategic Thinking; have a Positive Impact and a great sense of humor. Visit our website to read detailed descriptions of expectations at each of the four levels at RP: (1) Learning, (2) Applying, (3) Guiding and (4) Shaping. This position is categorized at the Shaping level.

What you’ve done

• At least eight years of support leadership experience required in a client success/customer care function (Tier 2/3 organization preferred)
• Experience delivering exceptional service to a variety of client types
• Experience successfully managing a global support organization of more than 20 employees;Â exceptional management and leadership skills
• Proven track record for building and leading a cohesive global team within a high-growth environment
• Proven track record building a client-centric Tier 2 infrastructure including related processes, systems, standard operating procedures and reporting

What it’s like to work here

It's great! From the CEO and senior management team to the newest entry-level employee, we are a company that cares a lot about fostering a great work environment and a fun, energetic, success-oriented culture. We have a strong philosophical believe that our people are our most important assets. And we don’t just pay lip service to that phraseâ€"we incorporate it into our policies, and we live it every day. Yes, that philosophy means we have generous “traditional†benefits, but it also means we take a lot of time to focus on high quality management and leadership, and time to make sure everyone in the company is in the right job, knows how his or her job contributes to the overall company mission, and has a clear sense of learning and career growth. We have great employee retention because people love coming to work here and really feel like they’re part of something special. For more information visit www.returnpath.net.