Vice President, Global Services ChannelAdvisor
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Vice President, Global Services ? Key Responsibilities
ChannelAdvisor seeks to recruit a Vice President of Global Services to delight our thousands of customers and serve as the strategic senior executive responsible for all post-sales customer activity worldwide, including specific responsibility for customer retention, success, and growth. Managing a staff of 150+ full-time employees in several departments, the ideal candidate will provide strong strategic and tactical leadership in all aspects of this customer-focused company as we continue to grow.
The Vice President of Global Services will:
Take direct responsibility and accountability for all facets of customer success, retention, and growth, working as a strategic member of the senior executive leadership team to enhance all post-sales customer activity, including all aspects of customer on-boarding, customer support, customer success, professional services, and account management, with the ultimate objective of improving the retention, success, and growth of our customer base.
Work closely with other divisions, e.g. sales, product development, marketing, etc., to improve and enhance the customer experience, and to ensure close collaboration with our sales team to identify and nurture opportunities for expansion as part of our ?land and expand? go-to-market strategy.
Define and improve the customer lifecycle for our broad spectrum of clients, from small middle-market retailers to large enterprise customers like Saks, Walmart, Nike, and Dell, from self-service to managed-service accounts, and establish baseline metrics for measuring and improving customer progress through this lifecycle.
Provide timely, accurate, and useful analyses concerning the status of our customer base, including progress against predefined success metrics, risk mitigation and opportunity discovery.
Work with our global teams in North America, Europe, Asia-Pacific, and Latin America to ensure a local- and culturally-appropriate standard of service while leveraging the global scale of our company to provide a unique and differentiated customer experience.
Develop quantitative and qualitative metrics to evaluate progress against tactical and strategic objectives.
Reaffirm and strengthen our customer-oriented culture by acting as the lead advocate for our customers.
Professional Experience & Qualifications
The ideal candidate will have:
A minimum of ten (10) years of progressive service experience in various B2B organizations, of which at least five (5) years in a senior management role.
A demonstrated aptitude for both operating and thinking strategically while also being willing to ?roll up the sleeves? and get into the details and work directly with customers when appropriate.
Experience within a global organization and working with customers of a variety of sizes around the world, including North America, Europe, Asia-Pacific (including China), and Latin America.
An aptitude for developing scalable systems and processes to manage high-growth while enhancing the customer experience.
An aptitude for balancing resource constraints, budgeting, and ?raising the bar? on quality and service delivery.
Experience with Software-as-a-Service business models.
A working knowledge of the e-commerce industry.
A keen sense of ethics and integrity.
Knows the business and the mission-critical technical and functional skills needed to do the job; understands various types of business propositions and understands how businesses operate in general; learns new methods and technologies easily.
Can solve even the toughest and most complex of problems; great at gleaning meaning from whatever data is available; is a quick study of the new and different; adds personal wisdom and experience to come to the best conclusion and solution, given the situation; uses multiple problem-solving tools and techniques.
Is well organized, resourceful, and planful; effective and efficient at marshalling multiple resources to get things done; lays out tasks in sufficient detail to mark the trail; is able to get things done with less and in less time; can work on multiple tasks at once without losing track; foresees and plans around obstacles.
Fearlessly takes on all issues, challenges, and people; comfortably confronts and works through conflict; delivers negative feedback and messages without hesitation; deals promptly and fairly with problem performers; lets everyone know where they stand; thrives in crises and is energized by tough challenges; not afraid to make negative decisions and take tough action; challenges the status quo.
Attacks everything with drive and energy with an eye on the bottom line; not afraid to initiate action before all the facts are known; drives to finish everything he/she starts.
Writes and presents effectively; adjusts to fit the audience and the message; strongly gets a message across.
Is a person of high character; is consistent and acts in line with a clear and visible set of values and beliefs; deals and talks straight; walks his/her talk; is direct and truthful but at the same time can keep confidences.
The successful candidate will have an undergraduate degree from a well-respected university. MBA desirable, though not essential.
MORRISVILLE, North Carolina, United States
||2701 Aerial Center Parkway |
Morrisville, NC 27560
THIS JOB HAS EXPIRED