VP, Customer Success EMEA

| Greater NYC Area
Sorry, this job was removed at 8:42 a.m. (EST) on Tuesday, November 30, 2021
Find out who's hiring in Greater NYC Area.
See all Sales jobs in Greater NYC Area
Apply
By clicking Apply Now you agree to share your profile information with the hiring company.


VP, Customer Success EMEA (Based in London, UK)

At Conductor, we believe a great company has a positive impact in the world, and on the people who build it. Therefore, we have two missions:

  • Customer-First - Transform marketing into a force for improving people’s lives.
  • People-First - Transform the workplace into a force that helps people grow.

 Marketers use our software and services to create and optimize valuable content so that it gets found, answers questions and solves problems for real people. Conductor was named Top in the Forrester Wave for SEO platforms and is rated #1 on TrustRadius and G2Crowd by enterprise marketers. For more information, visit conductor.com.

 At Conductor, we're building amazing tech, bringing together the best marketing minds out there. It’s our focus on people and our mission that has led to being Crain's "Best Place to Work" 9 years in a row.

We're seeking a Vice President, Customer Success EMEA as part of our Account Success team to be the quarterback that manages an EMEA team orchestrating the alignment of SEO, content, and web teams, while driving adoption of Conductor, our award winning organic marketing platform.  The VP, Customer Success EMEA will oversee a team of Customer Success Managers and Directors responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with customers to ensure they are achieving their key business outcomes related to organic marketing by providing platform enablement and organic marketing strategic solutions.  

Are you passionate about marketing and customer success?  Are you a true hybrid professional with customer acumen, a proven technical foundation, and experience managing a Customer Success team?  Then come be a part of a growing Customer Success team at Conductor, providing mentorship, planning and oversight while demonstrating adoption and technical best practices.  

The VP, Customer Success EMEA supervises a Customer Success team helping our customers achieve their results and maximum value from their investment in Conductor.  Additionally, the VP, Customer Success EMEA manages their own book of business, serving as the liaison between the customer and the Conductor team, helping the customer coordinate cross-functional team initiatives that are required for successful organic marketing results.  You will leverage Conductor’s best practices and successful customer stories to help our customers operationalize SEO across their organization and train and enable their users in the product.

A day in the life…

  • Scale and manage a team of high-performing Customer Success Managers/Directors.
  • Establish and monitor clear team goals/priorities in alignment with broader Customer Success and Engagement strategy.
  • Monitor team performance on key metrics and employee satisfaction.
  • Manage the team’s development and execution of QBRs and action plans to achieve identified customer outcomes for named accounts by establishing critical goals or other key performance indicators.
  • Connect and maintain relationships with head of digital/senior digital executives to both promote the overall value of Conductor and be able to help solve for “blockers” that are interfering with teams ability to meet customer KPIs/outcomes.   
  • Monitor overall post-sales relationship with team’s assigned accounts driving customer success through initial onboarding, product adoption, retention and growth initiatives
  • Promote client satisfaction and loyalty by understanding each business’s unique (and evolving) needs, delivering value and exceeding expectations
  • Develop support delivery strategy and related processes, escalation procedures and training for direct reports.
  • Identify growth opportunities within existing accounts
  • Develop and regularly report on customer success KPIs that will measure implementation, product adoption, speed of revenue and client satisfaction
  • Improve and advocate for customer experience by identifying opportunities to enhance our product and service features
  • Coordinating customer deliverables and expectations with SSM (SEO success manager)
  • Advocate customer needs/issues cross-departmentally and program-manage customer concerns through a well-defined remediation process through early identification of risks to achieving customers strategic objectives.
  • Drive renewal with AM (Account Manager) who handles all commercials
  • Support Customer Platform enablement through maintaining functional and technical knowledge of the Conductor platform
  • Monitor and review customer health score (metric of number of active customer contacts in the platform) and work with SSM to maintain a high level of platform engagement.
  • Serve as the escalation point for issues relating to client satisfaction & platform engagement.
  • Create compelling reports and find the “story” in the data to tie SEO impact to business impact.
  • Drive engagement with executive sponsors to facilitate enablement and adoption across organizations.
  • Coach team to ensure strong documentation within SalesForce and Gainsight systems related to customer issues, proactive tasks and general account information.
  • Consistently ensures that business is conducted with integrity at all times and that behavior aligns with Conductor policies, procedures, and core competencies

Requirements

  • Minimum of 10 years of relevant experience working at in Account Management, Client Services or Customer Success preferably at a B2B SaaS company or SEO agency
  • Minimum of 5 years experience managing a team
  • Proven experience working across the EMEA market. Experience in the APAC market is a plus.
  • Experience working with digital or organic marketing teams including SEO, content, web/IT
  • Knowledge of organic search and how SEO activities influence search engine ranking algorithms
  • Passion for client success and a relentless commitment to advocating for clients and your team
  • Outstanding interpersonal skills and ability to communicate clearly and effectively (both written and verbal)
  • Analytically minded to be able to leverage data to drive decisions and recommendations, strong Excel skills preferred
  • Have an ear for discovery and a deep desire to understand the customer’s needs and business.
  • Thrive in high-speed environments and see challenges as opportunities for our customers.
  • Be comfortable managing a team while being responsible for the orchestration of a portfolio of enterprise customers with the goal of driving renewals to successful completion and identifying expansion opportunities.
  • Have the proven ability to manage projects to successful completion, multi-task, and work within tight deadlines.
  • Possesses the ability to manage tough conversations in a professional and solution-oriented manner.
  • English language fluency required.  Additional language fluency in Spanish, French or German is highly desired.

Conductor is proud to be an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. 

Read Full Job Description
Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.

Location

Conductor is located in Manhattan's Midtown South, convenient to all major commuter rails, subways, and within steps of plenty of major restaurants.

Similar Jobs

Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about ConductorFind similar jobs