Position Summary
The Vice President of Client Experience will oversee several key departments, including Learning and Development, Support, Client Success, Sales and Solutions Consulting, managing a team of 3-6 direct reports. These departments are integral to driving client success. The primary focus of this role is to ensure client satisfaction, facilitate the achievement of client goals, and contribute to the company’s overall growth and success. This position requires exceptional leadership, strategic acumen, and a comprehensive understanding of the client experience, while promoting a culture of excellence and innovation.
Essential Tasks
- Leading Jenzabar’s Learning and Development, Support, Client Success, Sales and Solutions Consulting
- Develop and execute comprehensive strategies to achieve proactive positive client relationships and drive growth
- Oversee and manage all customer touchpoints, ensuring a consistent and positive experience across all channels
- Lead, motivate, and mentor the departments, fostering a high-performance culture and ensuring individuals exceed client expectations and experience
- Provide reports and updates to the executive and leadership team, offering insights, recommendations, and opportunities to proactively make changes to improve our client relationships
- Collaborate with cross-functional teams, including Product, Project and Development to ensure seamless service delivery, client onboarding, and problem resolution
- Collaborate with Sales, Product Development, etc. on strategic initiatives and client requests, including influencing roadmaps for product enhancements
- Ensure the delivery of exceptional client service across all departments
- Build deep relationships with clients to understand their business objectives and desired outcomes
- Build strategies and is responsible for ensuring that a company's interactions with its customers are positive, fulfilling, and lead to customer loyalty
- Management of all client-facing documentation
- Create company-wide culture of client experience
- Communicate effectively with clients to understand their needs and expectations
- Align with the Executive Team around key metrics and objectives
- Aid in the development of new software and services based on client needs
- Stay updated with industry trends and best practices to ensure the company remains competitive
- Understand competitor products and the market, and the higher education industry while working with the Product Marketing department
- A willingness to travel 25%-50% as needed
- Other duties as assigned
Skills and Experience
- 20+ years' experience in leading client-facing roles
- 10+ years of growing management experience
- Ability to manage influence through persuasion, negotiation, and consensus building
- Strong empathy for clients AND passion for revenue and growth
- Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including at the C-level
- Analytical and process-oriented mindset
- Demonstrated desire for continuous learning and improvement
- Enthusiastic and creative leader with the ability to inspire others
- Proven problem-solving and decision-making skills, with the ability to think strategically and find innovative solutions
- Highly skilled at presenting in large groups, both in-person and virtually, and managing challenging or escalated client situations
- Proven success in the management and direction of Client Experience Teams in a software/technology company
- Proven problem-solving and decision-making skills, with the ability to think strategically and find innovative solutions
- Higher education experience required
The pay range for this position is $150,000 - $200,000/year; however, base pay offered may vary depending on job-related knowledge, geographic location, skills, and experience. This position is eligible for an annual bonus in addition to a full range of benefits. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed.
#LI-Remote
