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VP of Client Services

Company: Software Services, Minneapolis, MN
Location: Minneapolis
Posted on: September 15, 2018

Job Description:

Company is a software company that helps organizations achieve social good. Through our technology, we help more than 100,000 associations, nonprofits, schools, faith-based organizations, and partners grow stronger and achieve their missions. Like our clients, our nearly 2,000 employees strive to improve the world in which they live, and we believe that technology plays an important role in that. We are techies and volunteers who dream big and are motivated by more than just a cool job (though that 's a great perk we offer too). The Company culture is one where employees can pursue this passion as part of their profession, and we 're looking for great employees to join us! Vice President of Client Services

The Vice President of Client Services is responsible for client implementation and ongoing customer care across multiple software products serving private and independent K-12 schools. The Vice President will be responsible for services offer development, client experience by product line, services revenue expansion, technical support and overall NPS and CSAT. The Vice President will work to optimize client assignment and capacity, build hiring and training plans based on the seasonality of the business, and provide metrics on service KPI 's and productivity. By collaborating with the EVP, Sales and Product Management, this individual will continue to evolve and improve the overall service delivery capabilities of the team. The Vice President should have a passion for people and clients with the ability to develop relationships with key accounts in a client facing capacity. Responsibilities: Lead local and geographically disperse teams to meet or exceed all department objectives, initiatives, and metrics including those related to implementation, support and professional services revenue Continuous development and refinement of processes, policies, and procedures Establish a customer-focused culture with award-winning key talent Manage and continuously improve new client implementation and training process in both mid-market and enterprise business lines Proactive collaboration with peer leaders in Service Delivery and Sales to ensure seamless client experience Build development and career planning for managers and individual contributors Support Sales and Customer Success teams as needed in client facing situations Contribute to the expansion of business at existing and new client accounts Develop process and methods to monetize services to capture market opportunity Occasional travel to client sites required A minimum of 10 years leading customer-facing, service-oriented teams across multiple companies Experience in a SAAS environment preferred Background will include utilizing and driving CRM and CRM best practices across a service delivery organization. Experience in managing new client implementation process and developing services offers to capture services revenue opportunities Proven track record in successful training and development of staff Exceptional verbal and written communication skills as well as organizational and problem-solving skills High-energy, results-oriented approach Ability to handle multiple projects and tasks Strong computer skills (MS Word, Excel, and PowerPoint) Bachelor 's degree in business or related field required MA/MS/MBA degree or equivalent in relevant field preferred

Keywords: Software Services, Minneapolis, MN, Minneapolis, VP of Client Services, Executive, Minneapolis, Minnesota

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