Vice President of Global Customer Success

Company: HotSchedules
Location: Austin
Posted on: January 9, 2021

Job Description:

The New Tech for Restaurant and HospitalityFourth is the first global cloud-based intelligent back office platform in the restaurant and hospitality industries. We're no ordinary software company! We pride ourselves on the culture we have created and work hard to ensure this is never compromised. This is a place where our people want to work; where they enjoy and develop in their roles; where our people pull together to work as a team and ultimately be a company we are all proud to be a part of.By developing innovative products, building relationships with our customers and enabling great careers; we are focused on building lifetime loyalty with our customers and each other. The vast majority of us have worked within the industry; we believe we need to be passionate about and have experienced the industry in order to help our customers grow their businesses successfully.When recruiting, we look for those who want to join our journey; those who want to be a part of our personality and culture; those who are professional; have energy, enthusiasm, and ambition, are entrepreneurial and those who can show they can live by our company values each day. Working at Fourth provides an opportunity to build a successful career where our people develop and grow in a dynamic, fast paced environment.OverviewThe Vice President of Global Customer Success (VPCS) is responsible for designing, developing, and executing the global customer engagement model at Fourth. As VPCS, you'll own customer insight and sentiment, be accountable for reducing churn and improving net retention, delivering revenue growth through subscription renewal events and customer account upsell, leading frequent business reviews and customer journey mapping activities. The ideal candidate will work in close collaboration with sales, customer support teams, product development, and other functions, to increase portfolio awareness and improve quality and velocity to the Fourth sales pipeline. If you love inspiring customer loyalty and leveraging data to make decisions, this may be the job for you. As a member of Fourth's senior leadership team, this individual will report to the Chief Revenue Officer and work closely with other stakeholders to ensure effective customer and commercial productivity results.About the Role

• Design, implement, and manage customer insight and sentiment programs, delivering churn and net retention planning, and driving bookings growth.
• Establish high level of quality, accuracy, and process consistency in organizational cost management.
• Ensure planning, forecasting and budgeting efforts are appropriately integrated with other planning processes.
• Maximize adoption and utilization of Fourth products within the customer account base, while increasing renewal rates and minimizing churn, globally and across all product lines.
• Expand revenue in accounts through identification of cross-sell and up-sell opportunities.
• Influence future lifetime value through higher product adoption, and customer satisfaction.
• Drive new business growth through greater advocacy and reference-ability.
• Define and optimize customer lifecycle by working with commercial and cross-functional teams to define a thorough mapping of the customer journey at Fourth
• Develop listening points in customer journey map e.g., usage, satisfaction, and development opportunities, with standardize interventions for each point in journey.
• Provide leadership to the marketing and sales organization, and counsel to the Chief Revenue Officer, in implementing customer objectives that appropriately reflect business goals.
• Lead the design of creative customer campaigns that differentiate Fourth's products and solutions from competitive options and effectively articulate the Fourth value proposition.
• Accountable for the timely assignment of all commercial organizational objectives.
• Partner with senior sales leadership to identify opportunities for customer and business development, including process improvement.
• Facilitate successful implementation of new programs throughout the organization by ensuring well-defined, efficient processes.
• Foster an organization of continuous process improvement.
• Prioritize investments in enabling technologies in support of commercial organization productivity.
• Works closely with the Chief Revenue Officer and Chief Technology Officer to understand firm bookings and technology strategies. Recommends changes and enhancements to the company Customer Relationship Management technology platform.
• Responsible for the optimal deployment of customer success personnel. Makes recommendations for shifting roles, coverage models, or team configurations in order to maximize bookings and retention productivity. Leads a change management process to build organizational understanding of proposed changes, establish support from key leadership stakeholders, and effectively implement new deployment and job models as appropriate.
• Work closely with senior sales leadership to define the optimal performance measurements and performance management programs required to ensure sales organization success, aligning reporting, training, and incentive programs with these performance management priorities.
• Ensure customer sentiment, churn, retention reports and other internal intelligence is provided to the sales organization, developing new reporting tools, as needed.
• Coordinate with sales leadership and other stakeholders to lead efficient and accurate sales force reporting initiatives.
• Work closely with sales leadership and Human Resources, to establish a customer success training program, focused on developing and reinforcing critical competencies, prioritizing training objectives for customer success, management, and program support roles.
• Work with Human Resources and senior sales leadership to design customer success incentive compensation programs that provide market-competitive pay, reinforce organizational strategy, and align with business and commercial organizational objectives.
• Work closely with Accounting, Finance, and Human Resources to establish rules, policies, and procedures associated with commercial and customer success compensation.About You
  • Extensive experience in sales management, in a B2B sales environment for SaaS and/or Cloud-based technologies.
  • Significant, recent experience in a customer success management role.
  • Demonstrated success managing analytically rigorous corporate initiatives.Our StoryIn July 2019 Fourth joined forces with HotSchedules to become the global leader in end-to-end restaurant and hospitality management technology solutions. Together, the merged company now represents the world's largest and only provider of end-to-end restaurant and hospitality management solutions for customers across the globe and of all sizes-from a single location or franchisee restaurant to a global restaurant or hotel chain. The combined company's complete software-as-service (SaaS) solution suite including: scheduling, time & attendance, applicant tracking, training, inventory management / procurement, HR / benefits and payroll services now serves customers in 120,000 locations worldwide and is supported by a dedicated, unified team across offices in the US, UK, Bulgaria, China, Australia and UAE."We are an Equal Opportunity EmployerAll qualified applicants will receive consideration without discrimination because of sex, gender identity, gender expression, sexual orientation, marital status, race, color, age, national origin, military status, religion, or disability or any other legally protected status.

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