VP, US Professional Services and Customer Success at Smartwyre
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.
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
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.