Vice President of Client Experience

The Opportunity

gWorks is seeking an experienced and strategic Vice President of Client Experience to lead and elevate our Client Experience teams. This newly established role is crucial for driving proactive client success strategies and streamlining operations across the Client Services, Client Implementation, and Client Enablement teams. The Vice President of Client Experience will develop and implement impactful processes and metrics to enhance customer engagement, satisfaction, and retention, ensuring seamless transitions and a superior client journey from onboarding to renewal.

Key Qualities We Seek

• Client Experience & Implementation Expertise: Proven experience as a senior leader responsible for managing client service and implementation teams. This includes direct oversight of SaaS implementation for both new client onboarding and existing client migrations to new product offerings.
• SaaS Implementation Leadership: Hands-on experience leading large-scale SaaS implementations from planning to execution. Expertise in designing and scaling implementation frameworks, driving operational efficiency, and ensuring a seamless client onboarding experience.
• Software/SaaS Experience: Proficiency in software environments, with a strong preference for candidates with experience in SaaS platforms.
• SMB Client Engagement: Experience supporting small to medium-sized clients, understanding their unique needs and tailoring onboarding processes accordingly.
• Local Presence: Must be able to be in/near the Omaha office or have flexibility for frequent travel for a consistent presence at in-person meetings.
• Engaging and Resilient Leader: Strong ownership, execution strength, and the ability to manage difficult client interactions while motivating teams.
• Strong Constitution: Ability to handle challenges and sustain effort amidst setbacks.
• De-escalation Skills: Adept at managing upset clients and fostering a positive team culture after tough periods.
• Integrity and Likeability: Honesty, integrity, and an approachable demeanor are essential.

Key Responsibilities

• Leadership & Team Management
  • Lead, mentor, and manage the Implementation, Enablement, and Service teams, fostering a high-performing, client-first culture.
  • Align goals and share insights across departments to promote proactive customer engagement.
• Client Success Strategy
  • Review, iterate, and execute comprehensive client success strategies to support retention and loyalty.
  • Standardize processes and tools to manage the client journey effectively.
• Client Journey Management
  • Oversee post-sale client interactions and ensure smooth transitions from Sales to Implementation and beyond.
• Client Implementation Leadership
  • Direct oversight of the Client Implementation team as they drive onboarding and implementation for new and existing clients.
  • Collaborate with the newly appointed Director of Implementation to build and scale implementation processes that align with gWorks’ focus on seamless client launches and timely delivery.
  • Support efforts to test and adapt implementation strategies for new clients and clients upgrading to the new suite of products.
  • Lead the charge to establish scalable and repeatable implementation frameworks, ensuring they align with the company's broader client experience goals for 2025.
  • Drive continuous improvement through post-implementation reviews, gathering insights and feedback for future refinement.
• Customer Experience Improvement
  • Implement processes to support seamless onboarding and proactive client support.
  • Develop systems to detect client dissatisfaction and initiate corrective actions.
• Metrics & KPIs
  • Establish and track KPIs for client success, engagement, and retention.
  • Use data to forecast churn risks and create action plans.
• Client Advocacy & Relationship Management
  • Act as a key escalation point for complex client issues and drive timely resolutions.
  • Advocate internally for client needs to inform product and service improvements.
• Continuous Improvement & AI
  • Integrate feedback to refine internal processes and leverage AI for enhanced client experiences.
• Cross-Functional Collaboration
  • Partner with Sales and Product teams to optimize client experiences and track product adoption.

Qualifications

• Experience
  • 10 years in customer success, client services, or related roles in software/technology.
  • 5 years in senior leadership, ideally within SaaS.
  • Proven ability to build and scale client success and implementation programs.
• Skills & Knowledge
  • Expertise in metrics-driven management focused on engagement and retention.
  • Strong understanding of ERP solutions and their use by local governments.
  • Proficiency in strategic initiatives and detailed operational oversight
• Leadership Qualities
  • Inspirational leadership with a focus on accountability and continuous improvement.
  • Excellent communication and collaboration skills.

Success Metrics

• Client Retention: Gross and Net Dollar Retention (NDR) rates.
• Client Satisfaction: NPS and CSAT scores.
• Onboarding & Support Efficiency: Time to onboard and first response/resolution times.
• Implementation Success: On-time go-live percentage and client satisfaction post-implementation.
• Proactive Management: Development of churn indicators and success in at-risk client retention.
• Team Development: Employee engagement and professional growth within the CX and Implementation teams.

Benefits of Working with gWorks

We offer a comprehensive and competitive total compensation package designed to attract top talent and reward contributions that drive our mission forward. This includes:

• Base Compensation range between $175,000 - $240,000
• Performance-based bonuses
• Long-term incentives aligned with company success

Compensation will be commensurate with experience, skills, and demonstrated potential.

Additionally, our benefits package supports your well-being, including: Health insurance through UnitedHealthcare with premium cost-sharing and HSA contributions, dental, vision, additional ancillary benefits, safe harbor 401k plan, and a generous time off policy.

gWorks is a hybrid work environment, and preference will be given to candidates who are local to the Omaha, Nebraska area. However, highly qualified candidates who reside outside of the local area and are able to work remotely will also be considered.

• For Omaha-Based Candidates: A hybrid work model, balancing remote work with in-office collaboration on Tuesdays and Thursdays.
• For Remote Candidates: Full support for remote work from any US location. Senior leadership positions will require regular travel to the Omaha headquarters.

gWorks is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Salary : $175,000 - $240,000