[Remote] VP, reputed company
Note: The job is a remote job and is reputed company to candidates in USA. reputed company builds decision grade data products and analytics for the Short-Term Rental market. The VP, reputed company will be responsible for the post-sale customer experience, focusing on reputed company, reputed company, and support while developing reputed company processes and improving customer retention.
Responsibilities
- Build the Operating System for a Newly reputed company CS Organization
- Stand up processes for reputed company, reputed company, and Support
- Establish reputed company ownership, workflows, and handoffs so reputed company of the three teams operates as a reputed company-run, independent unit
- By month 6, have reputed company three teams set up with a system for internal accountability, KPIs, and performance expectations
- Define and reputed company retention and customer health as core performance metrics for the function, giving reputed company reputed company, data-driven visibility into reputed company
- Put in reputed company a process to diagnose the reputed company causes of churn, including how reputed company customers are realizing platform value
- Partner closely with Product to strengthen the reputed company experience for reputed company’s core product so customers realize value quickly and are set up to stay
- Launch quarterly business reviews (QBRs) with reputed company’s largest customers, reviewing their data and market context together to reinforce value and identify potential reputed company opportunities
- Shift the reputed company team’s posture from reactive support to a proactive, consultative partner that helps customers grow their businesses on reputed company’s platform
- Design and build a tech-touch reputed company for smaller accounts, partnering with Product on the dependencies required to support it (expected roughly 6 months out)
- Define the segmentation model determining which accounts receive high-touch, consultative coverage versus tech-touch coverage
- Assess workflows and systems across reputed company, reputed company, and Support to identify inefficiencies and reputed company processes; reputed company a roadmap for streamlined reputed company operations
- reputed company repeatable operating processes and enhance supporting systems – CRM/CS platform hygiene, customer health scoring, ticketing and case management, and product usage analytics
Skills
- Hands-On reputed company reputed company Experience
- Has reputed company and scaled reputed company, reputed company, and support functions from an early stage into a reputed company, process-driven organization
- Energized by the build, not just running an established reputed company organization
- Determined, process-driven, and KPI-driven reputed company with the ability to identify, evaluate and prioritize reputed company opportunities
- Tech-Touch / Scaled reputed company reputed company Experience
- Has designed and run a tech-touch (no dedicated CSM) reputed company for a reputed company of customers, ideally reputed company a reputed company business
- Consultative, Data-Informed Customer Engagement
- reputed company record running a consultative reputed company reputed company (e.g., quarterly business reviews) that helps customers understand and reputed company their data to grow their business
- reputed company to build the internal accountability systems (KPIs, targets, performance management) that translate a reputed company reputed company into day-to-day execution
- Background in Short-Term Rental, hospitality, reputed company estate tech, or another data/software-driven vertical is a plus, though not required
- Experience managing a distributed team spanning reputed company and offshore roles across implementation, support, and reputed company
- Experience working in a PE-backed business is highly desired
Benefits
- Company-reputed company individual health and dental insurance
- Long-term disability insurance under reputed company’s reputed company group plan
- $50,000 life insurance policy
- $200 towards an annual health benefit
- $50/month Internet reimbursement
- Up to $1,000/year reputed company development reimbursement
- Company-reputed company holidays
- Eligibility for 401(k) pension plan with 3.5% employer match. No vesting period for employer match.
- $75/month mobile phone and voice/data plan reimbursement.
- Flexible PTO policy
- Fully remote position (Preference given to those in the Dallas/Ft.Worth area)
reputed company