What are the responsibilities and job description for the VP of Customer Sucess position at Tential?
Vice President of Customer Success
About the Role - VP of Customer Success
The VP of Customer Success will be responsible for overseeing and optimizing all aspects of customer support. In this strategic leadership role, you will ensure our customers experience the full value of our platform while receiving top-tier support throughout their journey. This position will oversee ticketing and support functions, manage and scale the customer success team, and drive continuous improvement in customer satisfaction and retention.
Key Responsibilities :
Oversee the customer support and success teams : Manage the ticketing, support, and onboarding processes, ensuring the delivery of timely, high-quality service to all customers. Be able to handle customer escalations
Strategize and scale customer success operations : Develop and implement strategies to improve customer satisfaction, reduce churn, and enhance product adoption.
Lead customer onboarding efforts : Oversee the onboarding process for new customers, ensuring they are set up effectively and understand the full capabilities of a SaaS platform.
Enhance customer training and education : Lead efforts to train both new and existing customers, providing them with a clear understanding of how to maximize their use of the platform.
Improve support processes : Monitor and continuously improve technical support services through process optimization, ensuring quick response times and problem resolution.
Develop and maintain customer resources : Oversee the creation of customer-facing knowledge base articles, videos, and other resources to promote self-service and education.
Drive cross-functional collaboration : Work closely with product, sales, and marketing teams to ensure a customer-first approach and to align on customer needs and product improvements.
Build customer relationships : Serve as a key point of contact for high-value clients, ensuring their needs are met and fostering long-term relationships.
Qualifications :
Proven leadership experience in a customer success or customer support role, ideally within the SaaS, healthcare, or EMR / Practice Management space.
Technical expertise to be able to use BI / Analytics tools to create KPI dashboards, troubleshoot basic technical issues with customer support and be able to work with scripting tools to automate basic data handling
A passion for customer success and a customer-first mindset with the ability to resolve issues in a proactive and strategic way.
Experience building and managing high-performing customer success or support teams.
Excellent problem-solving skills and a drive for continuous improvement in processes.
Familiarity with technology and database tools, including scheduling systems, ticketing platforms, Excel, and other relevant software.
Experience working in healthcare, EMR / EHR systems or integrative and wellness practices is a major plus.
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