Vice President of Customer Success (Ed-Tech/SaaS) - Remote

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Posted 12 days ago United States Salary undisclosed
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Job Description

Together we are powering the future of Higher Education
Here at Ellucian, we are motivated by a mission the power of education to transform lives and change the world. We are the global market leader in EdTech for Higher Education, serving more than 2,700 customers and reaching over 20 million students in 50+ countries. We are dedicated to helping Higher Ed thrive by transforming their institutions to agile, digitally connected campuses that enable student success.

About the opportunity
The VP of Customer Success is a senior member of the Customer Experience Leadership Team and will be responsible for leading our Global Customer Success Organization ensuring customers are realizing maximum business value across the customer lifecycle that ultimately results in their renewal, growth of lifetime value and customer satisfaction. This role is accountable for operationalizing and aligning the customer success team around specific adoption, advocacy, and retention outcomes. This position reports directly to our SVP of Customer Experience & Operations and will manage a team 40+ globally.

Higher education customers are transforming to modern campuses while leveraging technology and solutions to enable student success. The VP of Customer Success will partner with our customers, sales cloud operations and product development in enabling their transformation to cloud/SAAS solutions and ensuring successful adoption of these solutions.

Our Customer Success team is instrumental with engaging our customers to drive solution adoption, that provides the quickest path to success.

Where you will make an impact
  • Ownership and accountability for leading our Global Customer Success team of regionally aligned and our digital CSM teams
  • Drive Customer Success Outcomes - increase renewal rates and reduce churn, influence future lifetime value through higher product adoption, customer satisfaction and overall health scores and drive new business growth through greater advocacy and reference-ability
  • Provide the direction to implement strategies & processes to deliver a best-in-class customer experience while enabling profitable revenue growth at scale
  • Responsible for evangelizing customer advocacy by implementing best practices around customer onboarding, customer success planning, go-live/steady state follow-up & support
  • Maintain & measure departmental KPIs to garner actionable insights that will drive strategies around increasing cloud solution adoption, reducing churn, and developing customer advocates
  • Ensure our customers are properly educated on our product & services by providing the training & resource enablement necessary to ensure that they are continually informed
  • Drive global customer advisory program to ensure engagement and feedback from thought leaders that are representative of Ellucian's diverse customer base.
  • Provide leadership for our customer health programs to ensure progress on customer experience improvement efforts
  • Partner closely with our Sales teams to identify & implement thoughtful growth strategies to identify & drive expansion opportunities within our existing customer base
  • Define & optimize the customer lifecycle through journey mapping & customer segmentation strategies
  • Provide excellent people leadership to ensure that we hire, train, and develop our teams - such that they consistently set the highest standard for the experience they give our customers and are personally and professionally fulfilled by their work
  • Inspire customer success across the company and create a companywide culture - evangelize cross enterprise alignment to enable end to end execution of a successful customer experience and create companywide customer feedback loops.
What you will bring
  • Customer Focus: Deep passion for customer success, coupled with a driving motivation to solve their problems and continually improve their experience - you are a customer advocate of the highest order
  • 10+ years of experience in customer facing leadership; with proven experience leading a Global Customer Success organization
  • Previous experience in helping organizations through the transition from on premise to Cloud support is highly desired.
  • Proven experience enabling delivery readiness for new SaaS solutions and bringing new SaaS service offerings to market.
  • Proven ability to develop strong working relationships in a matrixed, global environment and establishing a high level of credibility across functional lines of business (ie: Sales, Cloud, Product, & Software Development)
  • Strong understanding of project management & implementation within a services environment
  • Leadership/Management skills including development of talent, strategic planning, budgeting, operation/process focus, and creative thinking
  • Results focused with a strong bias toward thoughtful action
  • Ability to juggle multiple projects and initiatives simultaneously as well as effectively collaborate across teams and to work in a diverse, fast paced environment
  • Ideally combined background of post-sale and sales experience
  • Data driven mindset with a deep experience in business analytics
  • Highly tactical; with a strong bias toward thoughtful action to drive high performance results
  • Demonstration of excellent communication skills, both written and verbal, communicating effectively with customers, executives, leaders, program/initiative owners, stakeholders, and other audiences as well as delivering presentations before large audiences
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Strong empathy for customers AND passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Demonstrated desire for continuous learning and improvement
  • Enthusiastic and creative leader with the ability to inspire others
  • Bachelor's degree with Master's preferred
What makes #Ellucianlife
  • Comprehensive health coverage: medical, dental, and vision
  • Flexible time off
  • 401k & Bright Plan - to help you save for the future
  • Thrive Flex Program that allows you to contribute towards your health, financial or learning interests
  • 5 charitable days to support the community that supports us
  • Diversity and inclusion programs that promote employee resource groups such as: Women in Technology, Pride and Go Green to name a few.
  • Parental leave
  • Employee referral bonuses to encourage the addition of great new people to the team
  • We Foster a learning culture with:
    • Tuition Reimbursement Assistance
    • Professional development opportunities
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Additional Information:
Req ID: 4060
Hiring Type: Full - Time
Level of Experience: Executive
Remote: Yes
Travel Required: 0%-25%