The Opportunity

Mersive is seeking a Vice President of Operations to lead customer facing operations (including technical support and onboarding,) internal business operations and internal technical infrastructure support. This position reports directly to the CEO and must be a proven leader of post sales customer facing functions who is exceptional at hiring & managing talent, comfortable working on a wide variety of projects, and capable of building operational excellence that generates high customer satisfaction. We are looking for a talented, well-rounded, hands-on leader with experience in both enterprise and cloud software solutions. The Vice President of Operations will have a passion for data and will put the right analytics and KPI’s in place for this high-volume, transactional operation. This is a high-impact role responsible for partnering with cross-functional stakeholders, company executives, and front-line employees to drive a culture of customer success.

Who we are:

Headquartered in Denver, Mersive Technologies is a profitable, high -growth software company. Our wireless collaboration product suite creates productive meeting experiences while enabling compelling group interaction and increased engagement. We work with high-profile companies and universities across the globe, and our products help make the workplace meaningful, connected and enjoyable for everyone. 

But who are we? We are a diverse team of talented people who genuinely care about our work and each other. We promote a culture of innovation, trust and accountability. We believe that each team member brings a unique perspective and has the ability to genuinely make an impact here. We value honesty, transparency, hard work and community. Mersive is growing quickly, and we are looking for smart, creative people to join our team as we continue to build an amazing product and company.

Job Functions & Responsibilities

• Map customer journey from receipt of product through onboarding and post-sales support.
• Design/Implement/Manage the right processes, procedures, systems, KPI’s & analytics to drive the optimal customer experience.
• Manage and grow not only Customer Support and Internal Business Operations teams, but also lead the employee facing technical, engineering and QA support organization.
• 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 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 15 years of experience leading service delivery, and customer support for a technology business with most recent experience being with a high growth company.
• Strong people management skills with the ability to grow and develop a high performing team.
• Experience with both enterprise and cloud software.
• Foundational knowledge of and experience with computer networking.
• Get it done attitude. We need 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.
• Experience measuring, analyzing and reporting on KPI’s.
• Excellent written and verbal communication skills.

Why Mersive:

• Competitive compensation and benefits program 
• Work/Life Balance, including a generous PTO plan.
• Dogs welcome!
• Culture of collaboration, integrity, authenticity and innovation.
• High growth and endless opportunity