VP, US Professional Services and Customer Success at Smartwyre

| Greater Denver Area
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Smartwyre is a venture-financed SaaS business delivering enterprise software to large agricultural input businesses (the manufacturers and distributors of seeds, chemicals and fertilizer).  We are seeking a Vice President of Professional Services and Customer Success.  Reporting to the CEO and Founder, you will build and lead a multi-functional team.

 

What we expect you to achieve

We are building a B2B SaaS platform to network together the commercial operations of the companies who supply the world’s farmers with seeds, fertilizer, chemicals and services. These companies, which range from multi-billion dollar multinationals to smaller, family-owned retailers, are based in the United States, Europe and Latin America.

 

In 2018, we launched an initial application to assist US farm inputs distributors to get control of and manage a core financial aspect of their operation (product pricing and costing). The application generates value through a set of immediately usable product features, but our customers achieve real returns following a systems integration project through which they publish accounting transactions to our system for analysis and profit forecasting. This requires a carefully project-managed implementation involving either a customer-delivered systems integration (at larger accounts), or a Smartwyre-managed integration (typically, at smaller customers). Following the implementation, we deliver user training, continued advice on process improvement, and then quarterly and annual business reviews with the customer. Our customers bring all of the challenges typical of large organizations: data quality issues, broken processes, and a need to manage competing stakeholders.

 

Over the next 12 months, we need to improve the structure and repeatability of the customer onboarding and ongoing management process, as our early customers expand use and we add new customers from our very strong sales pipeline. If you are the right Professional Services / CS leader for our business, you will bring a strong track record of enterprise SaaS implementation and customer account management. You’ll join the company, take immediate responsibility for the onboarding process and all post-sale customer management. Twelve months in, you’ll have built the core of your own team in the US market, with staff in our main Denver office, as well as in key cities where we are expanding our customer base (Atlanta, Minneapolis, Memphis, Raleigh-Durham, etc.)  We will expect you to spend a meaningful amount of time on site with customers, where, in the first 12 months, you will take direct responsibility for overseeing certain strategic customer implementations.

 

 

Core Responsibilities:

One: Build and implement a repeatable process to manage the complete, post-sale customer experience

o   Deliver all customer onboarding using a professional-service approach (project management, process consulting, etc.).

o   Lead specific pilot projects for selected large customers in the sales cycle.

o   Integrate customer systems with our system (a traditional software systems integration), through both full-time staff we hire, or partner agencies we work with.

o   Assist customers to get value out of our software through a customer support / active customer success function.

o   Manage accounts through to contract renewals and additional product subscription.

Two: Design, recruit and lead a team across the necessary PS/CS disciplines

o   Scope the full organization, set the hiring plan, recruit the best

o   Shape the experience mix, combining talent from B2B SaaS and Enterprise software backgrounds with those from the agricultural input supply industry

o   Lead the teams in monitoring and managing with a data driven approach

Three: Create a Sustainable & Scalable PS/CS Practice

o   Establish a PS/CS practice focused on continuous learning and improvement

o   Nurture and develop your team, balancing high-velocity project pace for the business with sustainable professional development and quality of life for people

 

Qualifications:

o   15-20 years of experience in enterprise software or professional services, with at least 5+ in professional services and account leadership

o   Prior experience with financial, supply chain, or commercial solutions or processes. Agricultural industry domain expertise not required.

o   Demonstrated track record of successfully hiring, managing, coaching and retaining world-class teams operating in a distributed environment

o   Successful history of building meaningful processes

o   Capable of communicating effectively in both technical and non-technical conversations

o   Ability to relate to our customers, provide and translate business vision into a technical vision in a simple and clear manner.

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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • SqlLanguages
    • ReactLibraries
    • PostgreSQLDatabases

Location

The Smartwyre engineering team is currently located in Denver's vibrant, easy to access downtown. We're situated just across from Union Station.

An Insider's view of Smartwyre

How would you describe the company’s work-life balance?

Our team understands that you can't do your best without time to clear your head. We love the work, but also know there's a lot of life to explore. Flexible work hours and self-directed PTO means we make sure to get the best of both worlds!

Daniel

Director of Engineering

How do you collaborate with other teams in the company?

Our team is geographically distributed across the US and the UK. We use Microsoft Teams to chat and video calls (including screen sharing), this cuts down on a lot of internal emails. For tracking progress we use Jira. Finally, we have a daily standup where we discuss Jira and identify any issues that are preventing us from making progress.

Mark

SRE

What makes someone successful on your team?

An individual team member’s success at Smartwyre is measured by the success of the team as a whole.

The company fosters a collaborative team dynamic that rewards a person’s ability to contribute their knowledge for the collective good. By being supportive in an open communication environment, a team member can learn and grow outside of their role.

Carolyn

Lead Business Analyst - Service Bureau

How do you make yourself accessible to the rest of the team?

My job is to set a big picture direction, help the group stay pointed in the right direction, and then work to ensure everyone has the resources they need to get the job done.

The great thing about our growing org is that the day-to-day decisions and direction become less influenced by me personally, particularly as we add talented people.

John

CEO

What are Smartwyre Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Health Insurance & Wellness Benefits
Dental Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Acme Co. provides employees with a 401(k) matching plan managed by [provider]. We match 3.5% of contributions up to 5% of an employee's annual gross pay.
Vacation & Time Off Benefits
Generous PTO
Perks & Discounts
Casual Dress
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like The ability to attend job related conferences and seminars.
Cross functional training encouraged
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