What are the responsibilities and job description for the VP of Customer Success position at iTCO Solutions?
Onsite in San Francisco, CA
About the role
We're creating AI Employees and software which is sleek, easy to use, and replaces the endless stack of point solutions. We're starting with outbound sales and our AI BDR, Ava. Our platform contains every tool needed for outbound sales - B2B data, AI email sequences, deliverability optimization tools and so much more.
We're growing very rapidly (closing $xM in new ARR each month). We recently raised a $12M seed round from top investors, and are looking for superstars to join us on our rocketship growth as we relentlessly work towards building a multi-billion dollar company
The Role
This is a full-time on-site role for a VP of Customer Success in San Francisco, CA. The VP of Customer Success will be responsible for overseeing customer satisfaction, retention, account management, sales, and enhancing customer experience on a daily basis. Your role will consist of managing and expanding our CS team (currently consisting of 3 people) and implementing scalable processes. We are obsessed with customer happiness, and you'll be at the core of making sure every customer has a delightful experience.
Your Responsibilities
- Scale our CS org to 100s of people over the next few years.
- Own the Onboarding, Success, Support & AM functions.
- Own and evolve the CS org structure to deal with the extremely complex product framework that will evolve as we become multi-product.
- Own CS KPIs across all product categories, including NPS, NDR, Churn, CSAT & TTV.
- Work with Sales to evolve our ICP, optimizing for user success.
- Ensure ongoing L&D for the CS org.
- Build scalable and automated processes to maximize the value of rep time.
- Work with Product to automate onboarding, new feature adoption and other CS functions where possible.
- Own the development company University, a media library teaching our users how to maximize the value they get out.
About You
Benefits
E-Verify : United States Employment Opportunities Only
E-Verify is an internet-based system operated by the Department of Homeland Security and the Social Security Administration and allows employers to confirm an individual's employment eligibility to work in the United States. Under the E-Verify rules, effective September 8, 2009, federal agencies subject to the Federal Acquisition Regulation are required to modify, and include in new contracts, a provision that requires federal contractors and subcontractors to use E-Verify. ITCO Solutions is required to adhere to these requirements.
ITCO Overview
Performance. Excellence, Value. Founded in 1997, our success is built on our relationships with our clients and our ability to deliver real value. ITCO Solutions is a technology services organization specializing in Workforce Solutions, Consulting Services, and Software Licensing.
At ITCO Solutions, our goal is to create a long-term relationship by providing quality service and delivering real value to our consultants and clients. We are not a staffing firm that will just submit resumes with little value. The ITCO team works directly with the hiring manager to understand requirements so we can deliver a consultant that fits.
Workforce Solutions Providing qualified IT talent to fill client resource needs, augment staff, and deliver projects on time. Engage ITCO Workforce Solutions to bolster the capacity of your IT staff and / or extend your capabilities beyond your existing skill sets.
Consulting Services Streamline your adoption of technology and ensure optimal investment with ITCO Consultants.
SmartSoft Licensing Solutions has set a new standard of value in helping companies maximize their purchasing power across the software spectrum.
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