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VP of Operations & Customer Success

Company: Software Related, Broomfield, CO
Location: Broomfield
Posted on: July 13, 2018

Job Description:

Overview COMPANY Data Management is the leading Digital Health technology company servicing the needs of the emergency and public safety industries. Our healthcare cloud-based IoT technology solutions lead the industry in providing mission critical service to industries that provide life-saving services. If you are a strong motivated leader, excited to embrace change management, and your core passion is customer success, then this job is for you!
This position will report to the CEO and be an integral part of the executive management team. The VP of Operations and Customer Success will be responsible to manage all of the operations and customer support teams for Company Data Management. This will include implementations (professional services), customer support and success, internal IT infrastructure, and privacy and security. This is a team of 60 employees with 4 direct reports. Responsibilities Lead the implementation team of about 20 professional services people. This group is responsible for enterprise software and SaaS implementation. The position will be responsible for leading the implementation of the legacy enterprise software products as well as implementation of all SaaS products and morph this organization from a traditional enterprise implementation team to a SaaS customer success team. Lead the customer support and customer success teams. This group is responsible for managing customers post-sale and dealing with technical support, as well as account management and identifying new revenue opportunities inside of Company’s 1200 customers. Lead the IT internal infrastructure team which consists of 10 employees. Lead the privacy and security team. This team manages the compliance and regulatory issues for privacy and security such as HIPPA and several other healthcare regulations that are involved with the Company suite of software and SaaS products. Evaluate and create new revenue models for the professional services team. This will include managed services fees, training services, consulting, and IT consulting. The VP of Operations and Customer Success will have a strong focus on minimizing customer churn and improving customer satisfaction and response time. Lead the entire team in creating a stronger value proposition for Company’s entire product suite by engaging in more business discussions with existing customers and making Company’s solution sticky with its customers. Understand the competitive landscape in the SaaS space. Lead change management efforts for the organization. Evaluate customer support international services for clients and determine the timing for bringing this function from an outsourcing model to in-house. Work with executive management team on Company’s top 5 core initiatives for fiscal 2018 which started April 1st. Qualifications Minimum of 10 years leadership experience managing an implementation, customer support, and professional services organization for software company. Experience managing a team of at least 50 people. Must have SaaS experience. Must have strong change management experience, ideally experience converting a company from an enterprise software company to a SaaS model. Experience in SaaS customer success which includes optimizing an organization for increasing customer renewals, increasing revenue models, and overall customer satisfaction. Experience working in a complex enterprise space with multiple product suites. Excellent problem solved and thrives in a complex environment. Experience in the healthcare industry is preferred but not mandatory. International experience is preferred but not mandatory. Excellent communications, organization, and time management skills.

Keywords: Software Related, Broomfield, CO, Broomfield, VP of Operations & Customer Success, Executive, Broomfield, Colorado

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