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Job Description

Position:

Vice President (VP) of Customer Success

Company:

Go Recruitment

Date Posted: 

April 2, 2014

City:

Vancouver

 
Job Description

Phone calls are welcomed and we would be glad to tell you more about this company even if you are just kicking tires or window shopping. Please contact Raymond To, Senior Partner by clicking the 'Apply by Email' button below or call him at 778-869-9268 after you have read the following summary:


Wanted!

Missing piece of the puzzle on the executive team of  this growing, 25-person SaaS marketing solutions company in a red-hot market.


Are you someone who has built a near-bulletproof and repeatable customer launch and customer success system before? Do you wish you could impart your wisdom again?


If so, we are looking for a Vice President, Delivery who will report directly to the CEO but work cohesively as a member of a 3-person executive team.


The company is in the client referral business. They have a easy-to-install SaaS platform that helps brand name companies convert their happy customers into a volunteer sales force. Referrals are nothing new and it is often the lifeline of any business but  this company's solution is different. Their Refer-a-Friend programs are easy to install so their clients can start using the programs in hours instead of months. Their clients do not need to invest huge capital dollars or staff up a huge IT department just to support the online platform.


If you are an efficiency nut who enjoys building systems to support a SaaS offering across time zones (with the help of other talented people of course), and you love metrics like Net Promoter Score surveys, Launch Speed and renewal rates,  to name a few, then you will love working here.

 

Accountabilities of the VP:


Overall accountability for delivering happy and referenceable clients using our custom and Do-it-yourself Referral platform.

 Implementing our solution and services in a highly repeatable and predictable fashion that makes our customers raving fans.


 The Managers and Supervisors reporting to this VP are from the following functional areas: 

o  Implementation (6 people and some outsourced roles)

o  Analytics (1 person)

o  Client Services (6 people)


 •  Key Performance Indicators

  • Customer Satisfaction - as measured by a Net Promoter Score survey
  • Launch Speed
  • On-time / On-budget work
  • Client renewal rate


Things you know how to do:


  • Build an empowered team who knows how to get the job done and takes immense pride in their work
  • Work in a fast paced / high growth environment - launching implementations using a SaaS product in hours/days not months/years 
  • Building systems and processes into a highly productized and repeatable process


Required Experience:


  • Previous work in a growth stage company - as a key management team member that put systems and processes in place to grow team from 30 to 100 employees
  • Awesome manager - recruiting, empowering, and mentoring teams
    • Technical acumen - primary skills are in process and people management, but you must understand web-based technologies since we are a SaaS platform
    • Software-as-a-Service category experience, including accountability for the managed hosting operations
    • Globalization - taking a company's operations (professional services and hosting operations) across multiple timezones and geographies

Phone calls are welcomed even if you are just kicking tires or window-shopping. Call Raymond To at 778-869-9268 or email him at Raymond@gorecruitment.com to request a confidential document that outlines all the details of the job.



Response Information
To apply for this position, please click the appropriate "Apply" button (or follow the application instructions listed in the Job Description above). If more than one Apply button appears below, please select the option you prefer.

 

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Vice President (VP) of Customer Success

Go Recruitment

Vancouver

Job Posted:  Apr 2, 2014


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Apr 23, 2014

Last View:

Apr 23, 2014

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