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Job Information, Inc VP, Regional Lead of Customer Success for Retail, Consumer Goods in Boston, Massachusetts

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Job Category

Customer Success Group

Job Details

VP, Regional Lead of Customer Success for Retail, Consumer Goods & Commerce Cloud


Drives the strategy and alignment of customer success and transformational impacts through adoption of innovative offers combined with market leading cloud solutions that accelerate business value for our customers in the Retail & Consumer Goods space and those leveraging Commerce Cloud.

Focus on customer intimacy to deliver business impact and innovation to a customer’s business by understanding our customers’ key business issues and opportunities

Create evangelists by listening to customers closely and delighting them with our world class solutions, industry know-how.

Build and nurture C-level relationships across accounts to solidify our partnership and commitment to the customer while penetrating the account deeper

Create a consistent and valued customer experience developing and scaling repeatable methodologies and proven best practices

Work closely with the Sales organizations to develop and execute growth plans and strategies to drive License Agreements and customer success This will also require territory and portfolio planning alignment with Sales.

Establish relationships with leadership across sales, services, product, channel, and support leadership to ensure cross-functional alignment at scale

Effectively build and establish relationships with partner consulting organizations to enable a go-to- market strategy

Manage and achieve key business metrics including bookings, revenue, utilization, and expenses

Be an inspirational leader and create a vibrant, inclusive culture that inspires people to do their best work

Operationalize key national/global programs as well as to ensure the team can scale to meet the needs of our customers and do more with less over time

Background and Experience:

A track record for building and growing a world-class organization through talent acquisition, onboarding, and retention, characterized by high productivity and excellent morale

Experience with the enterprise scale organization and demonstrated leadership to make rapid decisions and problem-solving in this environment.

Experience with Retail, Consumer Goods and Commerce

Excels in navigating a highly collaborative and highly matrixed environment

Proven experience building and running a business with the right operational skills

Proven track record working with Product Management to deliver customer functionality – in this case to drive adoption

Demonstrated success in building a Services, Customer Engagement or Partner Engagement function

Desired Skills/Experiences:

Broad-based business and technology professional with 15+ years of experience leading a large, high-growth organization delivering software based business solutions to large and small enterprises in the areas of Sales, Marketing, or Services and Support

15+ years of work experience in a leadership position

10+ years of work experience in enterprise software

5+ years in experience in customer success or related role

Background in consulting is a strong plus

Can thrive in a demanding, fast-paced environment

Excellent leadership, management, and interpersonal skills

High EQ and ability to lead with positive influence

Ability to build an operating model with tools, processes and people to drive a scaled model for customer success

Detailed understanding of best practices for enterprise CRM systems and experience with complex CRM and IT deployments supporting both B2B and B2C experiences.

Ability to work independently and in a strong team environment, and to deliver on detail as well as strategy

Passion for technology and innovation

Strong understanding of Cloud Computing and the business benefits; a former customer or Cloud Software executive is desirable

Excellent communication and presentation skills

Analytical and negotiation skills, particularly at executive levels

Strong understanding of business processes and their implementation into enterprise applications

A technical degree and MS or MBA

Must be open to domestic travel with close alignment with Sales and Customers.


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