Vice President of Customer Success

The Opportunity

Mersive Technologies provides the leading wireless content sharing and collaboration solution that makes meeting rooms, work-spaces, and classrooms more engaging and productive. Its allows any number of users to simultaneously share HD quality content from computers, tablets, and phones to any display - wirelessly. Moreover, customers can easily and securely deploy the solution across campuses and locations while centrally managing them from a centralized console.

Mersive is seeking an exceptional talent to fill the role of Vice President of Customer Success responsible for all aspects of post-sale service and support to customers. This position requires someone who is a proven leader of customer success functions, unflappable in the face of customer issues, exceptional at hiring / managing talent, comfortable working on a wide variety of projects, and capable of building operational excellence that generates high customer satisfaction. The selected candidate must have well-rounded, hands-on experience and a passion for planning, executing, and analyzing the facets of an end-to-end customer success operation coupled with experience partnering with cross-functional stakeholders, company executives, and front-line employees to drive a culture of customer success.

Job Functions & Responsibilities

• Map customer deployment, utilization, support, and escalation processes and define KPIs for optimal customer experience
• Implement organizational structure, talent acquisition / performance management mechanisms, and IT systems to ensure optimal customer experience
• Create company-wide culture of Customer Success across all departments
• Develop listening points in customer success processes, identify opportunities for continuous improvement, and share with cross-functional stakeholders
• Align with Sales on maintenance renewal, cross-sell, and up-sell opportunities
• Drive outcomes:
  • Increase percentage of successful deployments
  • Increase post-deployment utilization / customer word-of-mouth
  • Enable sales to improve maintenance renewals and repeat purchases
• Manage activities:
  • Manage customer onboarding / deployment process and team
  • Manage customer support process and team
  • Manage escalation process where your team is the primary customer point of contact and coordinates internal stakeholders for resolution
  • Report KPIs and share them with cross-functional stakeholders
  • Define / maintain account health system and regularly communicate account updates / potential opportunities to sales

Requirements & Qualifications

• Minimum of 10 years of experience leading customer success, service delivery, and customer support for a technology business with most recent experience being with a high growth company
• Get it done attitude. We are looking for someone who can lead teams but who can also show the team how things are done by rolling up their sleeves
• Detail oriented, comfortable with processes / KPIs, with excellent written and verbal communication skills

Mersive offers competitive compensation and benefits providing choice and flexibility for our employees. Our offerings include:

• Comprehensive medical, dental and vision plans
• Generous PTO plan
• Company paid Life, AD&D, STD and LTD insurance
• 401(k) retirement savings plan
• Stocked kitchen with snacks and beverages
• Collaborative, open and pet friendly work environment