VP of Client Experience - Pyramid Consulting Group, LLC : Job Details

Overview

Our client, a SaaS provider with clients in the fashion industry, is hiring a VP of Client Experience to join their team in Melville, Long Island on a hybrid schedule (3 days in office). This is NOT a sales role, but instead will be focused on implementing and configuring software and adopting new features for new and existing clients.

Candidates must be able to travel between 20% - 25% of the time to meet with clients domestically. The company offers a generous PTO offering, health benefits, 401k, year-round Summer Fridays and tuition reimbursement.

Location and travel

Melville, Long Island; hybrid schedule (3 days in office). Travel 20% - 25% domestically.

Responsibilities

• Develop and maintain strong relationships with key decision makers and become a trusted advisor to clients
• Execute comprehensive strategies to achieve positive client relationships and drive growth
• Lead and mentor the client success team ensuring individuals exceed client expectations
• Provide training, resources, and support to maximize product/service utilization and drive customer adoption
• Provide reports and updates to the executive and leadership team, offering insights and recommendations
• Collaborate with cross-functional teams to ensure seamless service delivery, client onboarding, and problem resolution
• Attend industry events, conferences, and networking opportunities to enhance the brand and develop new business opportunities
• Collaborate with teams on strategic initiatives and client requests
• Collaborate with other departments to align support services with overall company goals and customer needs
• Set expectations for help desk and support managers
• Facilitate collaboration between help desk and support teams, ensuring cohesive service delivery

Qualifications

• 8+ years of relevant leadership experience in customer success or related function
• 5+ years of experience building relationships with executives with company level decision making authority
• 5+ years of experience with B2B SaaS companies
• Bachelor's Degree in Business or a related field preferred
• Experience working within the retail industry highly preferred
• Proven problem-solving and decision-making skills, with the ability to think strategically
• Highly skilled at presenting in large groups, both in-person and virtually
• Excellent critical thinking and communication skills
• Experience implementing internal processes for cross-functional teams to deliver on customer needs

Salary

Salary: $220k annually + bonus

Equal Opportunity

Pyramid Consulting Group, LLC is an Equal Opportunity Employer that takes pride in a diverse environment. We do not discriminate in recruitment, hiring, training, promotion, or other employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or disability, or any other legally protected status.

Please refer to our website: www.pyramidcg.com for access to our Right to Work and E-Verify Participation Posters.

Job Details

• Seniority level: Executive
• Employment type: Full-time
• Job function: Customer Service
• Industries: Technology, Information and Media