What are the responsibilities and job description for the VP of Customer Success position at Ignite Human Capital?
Our Organization:
We believe healthcare should be easy for providers, accessible for patients, and simple for everyone involved. Our organization was founded by healthcare professionals and entrepreneurs with a shared goal: to provide seamless, high-quality, on-demand healthcare without the limitations of traditional technology platforms.
We are a group of innovative software companies collaborating to improve healthcare accessibility. Our solutions support practitioners and enhance patient experiences, helping clinics in chiropractic, dental, orthodontics, optometry, and multi-discipline therapy grow and thrive.
Areas of Accountability:
Lead customer initiatives to enhance the customer care experience and operational efficiency for a multi-brand cloud portfolio.
Manage and develop a team of Customer Success Managers, covering onboarding, conversion, training, support, retention, and outreach.
Achieve key customer health metrics and refine them to ensure continuous improvement.
Work cross-functionally with Sales, Product, Marketing, and other teams to optimize the customer experience and ensure alignment with organizational goals.
Define and streamline operational processes and procedures to enhance team effectiveness and service levels.
Develop strategic initiatives that foster customer engagement and support company expansion in new and existing markets.
Oversee customer escalations, providing leadership and process improvements to drive positive outcomes.
Present updates to the executive team on customer success initiatives and results.
Maintain a dashboard to track key customer metrics and KPIs, reporting progress and identifying areas for improvement.
Demonstrate the ROI of customer success initiatives and recommend future investments.
Implement tools and best practices that improve customer success efficiency and scalability.
Establish performance metrics (e.g., NPS, CSAT, retention) to drive measurable improvements in the customer experience.
Competencies for Success:
Bachelor's degree in business or a related field; MBA or advanced degree preferred.
15 years in the software industry, including at least 5 years managing volume call centers.
7 years of experience managing customer support teams of 50 people across multiple locations.
Proven ability to manage based on metrics and achieve customer satisfaction and retention goals.
Experience managing multiple support channels (call centers, chat, online communities) and building self-serve resources.
Strong proficiency with customer success and reporting tools (e.g., Salesforce, Tableau) to track metrics and generate reports.
Expertise in community-building, self-service resource development, and AI-driven solutions for enhancing the customer experience.
Strong presentation skills and credibility with executives and other key stakeholders.
Proficient in Microsoft Office, particularly Excel and PowerPoint.
Compensation and Diversity:
We carefully consider various factors when determining compensation, including market trends, your experience, and skills.
We are an Equal Opportunity Employer, committed to diversity and inclusion. We aim to create an environment that empowers employees and embraces different perspectives. All applicants will receive fair and impartial treatment, regardless of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, marital status, or other protected status under applicable law.
Salary:
$200,000 - $215,000 base Equity
Salary : $200,000 - $215,000
