Enterprise Software – Vice-president Operations

Our client is the largest software company in its sector in North America. The firm’s products its clients with the vital tools to thrive in today’s highly competitive and fast-changing market. They also serve as a blueprint to drive their customers’ businesses, from infrastructure to user experience and ultimately a healthy, profitable enterprise – all backed by our client’s commitment to client success.

Thousands of businesses utilize our client’s feature rich, fully integrated windows and web based software solutions.

Our client continues to grow rapidly and its investment in people, innovation, and acquisitions promises to fuel significantly more growth. Meanwhile, the firm’s commitment to the well-being of its employees, customer satisfaction and trust-based relationships remains steadfast and unwavering. The combination promises to maintain our client as the undisputed leader of the pack.

Our client is a Canadian company headquartered in Southwestern Ontario. The firm is well established, profitable, privately owned and backed by one of the most successful, software focused private equity firms in the world.

• Collaborative, creative and energetic team environment
• Employee recognition programs and fun company activities and events
• Comprehensive health benefits plan, a competitive compensation package, and a free gym membership
• Tuition reimbursement program for continued learning and development opportunities
• Diverse, inclusive, work-life balance and a relaxed, healthy work environment

Scope of the Position

Customer success is a critical function for any growing SaaS company and like other fast growing successful technology companies, our client considers customer success to be mission critical to achieving its overall strategic growth. Accordingly, our client is now looking to bring on board a proven, customer focused software executive to assume the challenging and rewarding role of Vice President Operations.

Reporting to the CEO, the VP Operations is responsible for ensuring that every customer is successful at generating value from the firm’s suite of products and services and remains a loyal and happy customer.

Functional Tasks

• Onboarding:
  Ensure every new customer is quickly and efficiently educated and launched with the company’s offerings to ensure long term success;
• Account Management:
  Manage each customer to share best practices; ensure they stay focused and on track to meeting their goals; stay alert to issues and concerns and ensure they are proactively addressed;
• Support:
  Resolve all customer problems quickly and efficiently before such problems escalate so that clients can focus on leveraging our client’s solutions to best effect;
  Seek opportunities to provide differentiated levels of support to meet differing customer needs. Implement best practices including KPIs for the function;
• Services:
  Ensure services are well defined and articulated technically and commercially. Refine services’ commercial terms and conditions. Ensure processes, policies, procedures and manuals are developed to help professional services team build capacity;
  Evolve a portfolio of commercial value added professional services that are complementary to the product portfolio;
  Develop, monitor, and act upon appropriate utilization and contribution metrics.
• Inspire and lead a talented group of customer-facing employees, helping them manage their careers and grow as professionals
• Participate as an engaged, open and committed member of the Senior Management Team; contribute to and support SMT initiatives and strategies.
• Develop and manage the services budget including developing methods and criteria to report on effective profit and loss of all services that flow through the organization.
• Focus on evaluating, motivating and sustaining the service level of the professional services team by building and maintaining trust.
• Work with key stakeholders to help develop client-specific solutions as appropriate.
• Instill a culture of innovation within the customer success team to ensure the team is effective at managing the existing customer base for maximum value
• Represent the perspective of current customers and the operations team at…