VP Customer Success

Martyn Bassett Inc
Location
Toronto, Canada

Description

Company

This exciting client is a Toronto headquartered start up founded in 2013, whose B2B2C mobile platform is working behind the scenes to power the mobile apps of some of the world's largest banks.

Our client's platform is a white label solution based on AI and Machine learning techniques. This platform creates efficiencies for small business owners while providing big data purchase behaviour insights to banks.

Our client's future is poised for great things as they leverage the future of mobile payments and mobile wallets.

Our client's office is located in the hub of the downtown Toronto tech scene, walking distance from Union Station and surrounded by great restaurants and coffee spots.


Mission

You will be responsible for developing and managing client relationships. You will work towards client satisfaction, increasing end-user adoption and ensuring effective incident management.

You will inherit a team of 11 people and scale to meet the business needs.

You will set up and review progress towards targets, resource planning, and develop the client success team.

You will define and measure KPIs, and ancillary metrics, appropriate to that team.

You will own the Incident Management and Support Processes, ensuring that we stay on top of our SLA's for Incident Response

You will partner with Sales team to implement CRM that works across the entire Customer Lifecycle, including Client Delivery, Support & Success

You will drive our strategy for mapping and expanding relationships within key client accounts

You will build operational model for servicing across multiple geographies and time zones


Experience & Expertise

You are currently a Senior Director or VP employed by an enterprise software vendor, leading one or all of these 3 lines of business: Customer Delivery/Implementation Global Tech Support Strategic Account Management You champion strategies that seek ways to drive customer satisfaction and adoption.

You have experience working with large complex clients such as banks or telcos.

You are experienced with recruiting and performance management.

You are an accomplished leader but humble enough to get involved and "do" when it's necessary.

You are able to commute to an office downtown Toronto.


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